Hotel Chocolat – Luxury Customer Service in Action

Hotel Chocolat Incorporates Call Center Solution

Hotel Chocolat modernize is contact Center Solution and go social creating stunning customer experience. Hotel Chocolat is a British chocolatier go social and that encompasses a new type of chocolate company, connecting luxury chocolate making and retailing with cocoa growing – it is one of the world’s few chocolate makers to actually grow cocoa. They are turning heads by offering something completely different and original – deeply authentic chocolate with a witty, fashionable edge.

Hotel Chocolat are known for their uncompromising approach to Quality and Customer Service. It therefore came as no surprise when they decided to approach the Contact Center with the same attention to detail.It was paramount that the partner they approached as a supplier of Contact Center technology had to have the same mentality. Vocalcom became the obvious choice to supply the Contact Centre of the future.

In Vocalcom, Hotel Chocolat found people and product that exceeded their expectations. Vocalcom worked hard to understand the business, Vocalcom suggested improvements using innovating features of its contact center technology, and their industry knowledge and individual reputations only enhanced the overall Vocalcom experience. Hotel Chocolat and Vocalcom, a partnership that is helping to rebuild the Hotel Chocolat Contact Centre and further enhance the Customer Experience.

Founded in 1996, Vocalcom offers advanced contact centre capabilities to operations of all sizes, having a customer base of over 600,000 users within 4,500 organisations across more than 40 countries.

Vocalcom offers its All-In-One contact center technology through either CPE or Cloud-based deployment. Hermes EC3 is a completely cloud-based solution for modern customer service, designed from the ground up to maximize productivity and efficiency.

Vocalcom’s All-In-One contact center technology is built around a universal queue, with skill-based routing of voice, email, social media and chat interactions. Agents can be assigned multiple interaction skills with several proficiency levels for each skill. With a strong background in outbound automation as well as inbound interaction handling, our contact center technology supports inbound customer service and support, outbound sales and marketing, and automated blended operations to maximise employee productivity and deliver a superior customer experience.Our contact center technology includes ready-made connectors to all of the leading telephony and CRM solutions, with an open API to enable our professional services team to build a connector for any other specific requirements.

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