Customizing Customer Service at Art.com

October 2, 2013 / 0 Comments

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Editor’s note: This guest post is written by Leanne Onstott, Senior Director of Customer Sales and Service at Art.com, a StellaService Excellent-rated ecommerce site for original art, prints and posters.

Art.com exists to connect customers to art they love.

Our customers expect fully customized experiences – from the pieces they invest in to the advice and assistance they receive. These high expectations require us to anticipate our customers’ every question and need.

We strive to provide our customers with easy online access to the world’s largest selection of art images and top-notch craftsmanship. On our website, customers may select images from our extensive offering, or use our Photos[to]Art™ service to transform their own photographs into works of art. And, our unique custom framing tool allows customers to create artwork that reflects their personal style and taste. These items are one-of-a-kind, created to the customer’s exact specifications.

As a result of the high expectations that come with customized art, we invest heavily in customized solutions to exception scenarios that we believe create a true loyalty to our brand.

For example, we invest in third-party box testing and regularly evaluate packaging options to ensure that products, many of which are large and fragile, arrive in excellent condition. We have even gone to the extent of dropping oversized boxes from the second floor of our facility to determine the reliability our package design.

On the rare occasion a product arrives damaged, we make it as easy as possible for customers to receive a replacement. In 2006, our CEO Geoffroy Martin invented our “photo return” policy to alleviate the hassle of re-boxing and returning a damaged item. Customers simply upload or email a photograph of the damaged item and box, and request a replacement or return. Bye, bye re-boxing and returning!

Art.com is committed to innovation – from our customer service to the custom products we sell. This is why we believe in what StellaService does for the customer service industry. In sharing best practices and service ideas, we are all inspired to re-think and re-create our customer service support to exceed each customer’s individual expectations.

Please feel free share your customized service solutions with me at lonstott@art.com.

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