At Corso, we don’t call our team a “customer support” team, it’s our concierge support team. Let us explain why.

Building the CX Journey

As we were building our CX journey at Corso, we had to define what kind of experience we wanted to provide for our brands’ customers. Speaking as former controlling CX leaders and owners of brands ourselves, we understood how controlling brand leaders and owners are about their CX. Any interaction had with a customer on their behalf is a delicate situation. We knew we had to get this balance right and prove to brands every day that their customers were in safe hands.

The Concierge Experience

We honed in on this idea of a “concierge experience.” We wanted to be the gold standard, white glove, Ritz Carlton of CX. So we got to work and researched and surveyed brands. We thought about our own experiences as end consumers and reflected on our collective CS experience running and working at companies inside and outside of Ecommerce.

Firstly, we determined that people needed to be at the center of everything we did. It would allow us to go “above and beyond” when we needed to for a brand’s customer. This includes allowing us to send a customer something extra, pay the difference for an alternate item if something is out of stock, or expedite shipping if their missing package is for an upcoming birthday or event. 

Most importantly, we recognize that customers only reach out to Corso when something has gone wrong and sometimes they just need to be heard. We can acknowledge, empathize and say “I’m so sorry this happened, let’s make it right.” It would be much easier and frankly cheaper to just mark their issue as pending, have either a person or algorithm click to approve or deny the issue, and then send an automated message of the results and, if they have any questions, reach out to a generic support email. However, by taking the time to make that customer feel heard, appreciated, and valued as opposed to being another ticket to resolve, the Corso Concierge team helps to boost brand loyalty and increase customer lifetime value.

Dive into some of our brand stories and how Corso has helped to elevate their customer’s experiences.

The Humans Behind The CX Experience

We also wanted to ensure our team was familiar with the brands we would be working with, had context with the brand’s customers, and could speak using the brand’s voice. Again, we could have saved on costs by outsourcing this or hiring an excellent team overseas. But we wanted such a central part of Corso to be just that, a central part of Corso. A team that responds to clients in an instant on Slack, peers with our brands that live in the same cities, and were fans and customers of the brands, just like we are.

From Vision to Fruition

It’s exciting to see this vision come to fruition and how the results have manifested in a myriad of ways. From winning awards for our exceptional CSAT scores to having our brands reach out to handle additional CS services for them. Not to mention the thousands and thousands of remarkable reviews we’ve received from end customers. We truly believe we’ve nailed that gold standard we set out to achieve and we’re continuing to improve.