Case Study: Customer Service

A household appliance manufacturer had identified a problem with customer satisfaction in its service centre. Customers would phone in to report technical faults, usually resolved by a visit from a service engineer. However, the customer’s final memory was of the appliance breaking down.

Doughdough worked with the client to develop a suitable edible gift solution: Shortly after the engineer has resolved the fault a box of chocolates is automatically dispatched to the customer containing an apology for the fault, and their commitment to ongoing high levels of customer support.

In this instance the client opted for a doughdough branded service. Their preference was for the service to be fully automated which required some integration with their CRM system. The effort was worth it with the client experiencing a noticeable improvement in post-sales customer satisfaction.