Lillian Vernon Case Study
An Exceptional Customer Experience Each and Every Time
Boosting Service by Unifying the Desktop
Lillian Vernon, a leading catalog and online retailer, markets gift, household, children's and fashion accessory products. Personalization is a specialty of Lillian Vernon, which has been doing business now for more than 50 years. Almost three million contacts per year come through its large, consolidated contact center, which is staffed by both year-round and seasonal agents. Because of its reputation for providing reasonably priced products with a customized touch, Lillian Vernon places great importance on its image as a customer care leader.
To deliver the best possible customer interaction, Lillian Vernon is committed to improving the environment for its customer care agents, who must take on multiple roles in their customer interactions – order processing and personalization, returns/replacements/refunds, product reviews, shipment tracking, etc. According to Toni Cicero, Director, Contact Centers for Lillian Vernon, "Our customer care agents are the frontline to our customers and it is imperative that each customer's experience is exceptional."
