Liz Cole, our Director of Customer Service, explains how she got involved and makes three promises to all of our customers

I joined the team last September after hearing all about BagThat from our CMO Annabel Hembry over a cheeky cocktail, and I remember immediately thinking  this could be very exciting and I had to get involved.

Now, I like to shop online, a lot (just ask my credit card company!), so I’ve had my fair share of dealing with online customer service teams over the years, and like everyone have had experiences from the good to the downright infuriating.  So for me, it’s really important that BagThat is recognised for delivering honest, friendly and efficient customer service as I know how important these things are to me when I’m being asked to part with my hard earned cash.

It seems so simple doesn’t it? But as we all know, it’s not always the case when shopping online.

So, what are my top 3 customer service niggles that you won’t find at BagThat?

1. The information vacuum. Given the choice, everyone would rather not have to contact a customer service team (even one as lovely as ours!) But with some sites getting the answer to a question is like finding a needle in a haystack.At BagThat we try and give you as much information as possible – via the instructions on screen, our videos, the help page, and within all the emails we send you every time you interact with our site. The great thing about being with BagThat from the start is that Customer Service has been built into every part of the site, making it as easy to use and as intuitive as possible.
2. The email black hole. My alltime favourite! We’ve all been there. You optimistically send your customer service query on its way, and sit back and wait for the reply…..and wait….and wait some more.Not at BagThat – we’ll come back to you – and quickly! If we can’t answer your question immediately, we’ll keep you updated so you’ll know exactly what’s going on.
3. Talking to a machine. I’ve spent hours going round and round customer service telephone systems, only to be placed in a queue to be told that “my call is important” when I feel anything but!At BagThat, you will get through to a real-live human being every time you call our customer service number – 24 hours a day, 365 days a year. If they can’t answer your question, you won’t be put on hold for hours, transferred to another machine, or placed in a queue. We will take your details and get the right person on our team to call you back.

I’m feeling really excited about the customer service we can offer at BagThat. It certainly ticks all my boxes, and I’ve been told I’m hard to please! It’s the smarter way to shop!