Automating customer requests for orders, returns and shipments in real time
Subdued is one of Italy’s leading fashion brands, with over 1,000 employees, 150 stores across Europe, the USA and Asia, and a rapidly growing e-commerce channel. With approximately 4,000 orders per day and a team of 8 customer care agents, the company managed a high volume of requests related to returns, shipping, product information and post-sale support. Before Virtual Contact, communications were fragmented across a traditional phone system, email, and a generic ticketing tool. There was no automatic routing by skill: every agent had to manually assess each request before handling it, resulting in suboptimal response times and a high operational workload. Virtual Contact made it possible to centralise phone, chat, email and ticketing in a single interface, integrating the CRM with Magento for real-time order synchronisation and with Freshdesk, which was already in use. The chatbot handles first-level support — FAQs, order status, returns — with automatic escalation to a human agent for complex cases. The result: a more efficient team, reduced response times and a consistent customer experience across all channels. “With Virtual Contact we finally have one single system to manage all requests. The team works better, response times have dropped and customers get faster, more accurate answers.” — Head of Customer Care, Subdued
