Challenge
Qualfon's client, a mineral-makeup pioneer and one of the best-known mineral-makeup and skin-care brands, wanted to increase revenue and brand loyalty by making customers feel more valued.
Qualfon and the client partnered to create a customer-centric culture to deliver an outstanding customer service experience. One objective was to turn service calls into needs discovery calls, where agents would generate more meaningful interactions through inquisitive conversations designed to discover each customer's skincare concerns and beauty-related goals.
