Koala Customer Care

BACKGROUND

Introduce your business and what you do there.

I’m the owner of Elle Yaletown Salon; we’re a multi-service salon.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Koala Customer Care?

We have a lot of phone calls, text messages, and emails coming through, and it was a lot for our receptionists. We’re a newer business and didn’t want to hire another receptionist, so we hired Koala Customer Care to take on our customer service.

SOLUTION

What was the scope of their involvement?

We started with a training period where we taught them how we conducted business at our salon and how we wanted them to interact with our customers. Koala Customer Care takes care of our incoming phone calls and scheduling; they also return phone calls and call clients to fill in cancellations. We work with them to let them know our availability and when that changes. 

What is the team composition?

We work with two staff members who pick up phone calls. 

How did you come to work with Koala Customer Care?

They were a referral from another company in this industry. 

How much have you invested with them?

We’ve invested $750,000 CAD (approximately $560,000 USD). 

What is the status of this engagement?

We started working together in June 2022, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Since partnering with Koala Customer Care, we’ve saved a lot of time because we no longer have to be on the phone all day. It frees up our receptionist to do other things around the salon and saves us money. We’re really happy with everything they’re doing and feel lucky to have found them. 

How did Koala Customer Care perform from a project management standpoint?

The employees stick to schedules, and they’re very organized. We communicate via Telegram. 

What did you find most impressive about them?

They always learn from past issues and never make the same mistake twice. They have a complaint page that is incredibly easy to use, and any time there are issues, we log them there, and they look through them to solve those issues. That page also keeps track of the complaints so that when new people come in, they can just look at previous issues to know what not to do.  

Koala Customer Care is easy to work with, and if there are any changes, they take care of them. They make our lives easier. 

Are there any areas they could improve?

There’s nothing that we can come up with. 

Do you have any advice for potential customers?

Listen to the phone calls and be proactive about training. You have to be very involved in the first few months to ensure everything is working before you step back.