C3 Department Overview
Signet Jewelers
Created on January 26, 2024
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Transcript
Customer Connection Center
Technology Transformation
Contact Volume
How Stores Contact the C3
Team Overview
How Customers Contact the C3
Department Overview2024
C3 Contact Types
History of the C3
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
C3 Contact Types
C3 Contact Types
Customer Contact Methods
Signet Team Member Contact Methods
- Phone Call
- Hours of Operation:
- M-F - 9am-7pm EST
- Sat - 10am-6:30pm EST
- Sun - Closed
- Live Person Chat
- Hours of Operation:
- M-F - 8am-12am EST
- Sat - 10am-10pm EST
- Sun - 12pm-9pm EST
- SMS Text
- Hours of Operation:
- Accepting messages 24/7
History of the C3
- Phone Call
- Hours of Operation:
- M-F - 9am-10pm EST
- Sat - 10am-10pm EST
- Sun - 12pm-9pm EST
- Store Chat via Clienteling
- Hours of Operation:
- M-Sat - 10am-10pm EST
- Sun - 12pm-9pm EST
Please note: Times may vary during holiday hours.
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
How Customers Contact the C3
C3 Contact Types
History of the C3
(800) 527-8029
(800) 527-8229
(800) 311-5393
(800) 211-2272
(800) 866-9700
LivePerson chat can be accessed through each banner website.
(855) 221-6255
(855) 931-4261
(855) 915-4139
(844) 916-0521
(855) 969-5726
Phone
SMS Text Message
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
How Stores Can Contact the C3
C3 Contact Types
History of the C3
Phone
C3 Chat
(800) 732-8131
(800) 732-8131
(866) 772-8899
(866) 772-8899
(866) 772-8899
Utilize C3 Chat to help with things like Loyalty, Warranties & Sales Slips, Special Orders, eCommerce concerns, Repairs, and more!Click here for more information on how to access C3 Chat.
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
C3 Contact Types
History of the C3
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
C3 Contact Types
Team Overview
The C3 Department is broken down into four dynamic teams who specialize in different forms of customer contact methods. Click on each team to learn more.
History of the C3
Phones, C3 Chat & Special Orders
E-Commerce & Escalated Cases
Chat & Administrative Support
Virtual Jewelry Experts
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
C3 Contact Types
Team Overview
The C3 Department is broken down into four dynamic teams who specialize in different forms of customer contact methods. Click on each team to learn more.
History of the C3
Phones & Store Chat
Escalated Cases & E-Commerce
Chat & Administrative Support
Virtual Jewelry Experts
Phones, C3 Chat & Special Orders
The Phones, C3 Chat & Special Orders team is responsible for managing the majority of incoming call and chat volumes from our customers and store team members throughout the work day. This team successfully manages a high volume of contacts while prioritizing building relationships with their callers. Contact reasons for this team are diverse and include: merchandise inquiries, order status inquiries, special order inquiries and research, and much more.
Director: Shelly Lambert
Managers: Brianna Cashion & Heather Chik
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
C3 Contact Types
Team Overview
The C3 Department is broken down into four dynamic teams who specialize in different forms of customer contact methods. Click on each team to learn more.
History of the C3
Phones & Store Chat
Escalated Cases & E-Commerce
Chat & Administrative Support
Virtual Jewelry Experts
E-Commerce & Escalated Cases
The Escalated Cases and E-Commerce teams are responsible for managing the department's escalated concerns throughout the work day. This team receives our customer concern types that are highly sensitive in nature and can take several contacts and a longer period of time to resolve. This team's cases can be received via forward from the phone/chat teams, Signet's various social media platforms, or our executive team. This team is an important part of Signet's success and works to ensure longstanding relationships with our customers that keep them coming back to us for their fine jewelry needs.
Director: Barb Gruse
Managers: Chris Davis, Michelle Jones & Shannon Tisch
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
C3 Contact Types
Team Overview
The C3 Department is broken down into four dynamic teams who specialize in different forms of customer contact methods. Click on each team to learn more.
History of the C3
Phones & Store Chat
Escalated Cases & E-Commerce
Chat & Administrative Support
Virtual Jewelry Experts
Chat & Administrative Support
The Chat team is responsible for managing the department's incoming customer chat and SMS messages. Similar to the phone team, reasons for contact can vary, but this team takes the same approach in building relationships with our customers and providing them with world class customer service. The Administrative Support team is highly engaged in many aspects of the department, including budgeting and forecasting, recruiting and training, quality assurance, system development & access, and much more. The purpose of the Administrative Support team is to equip the department with everything it needs to be successful and to support Signet's goal of being the number one specialty jewelry retailer for generations to come.
Director: Joe Ott
Managers: Jason Ebey, Lori Harmon & Mark Limric
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
C3 Contact Types
Team Overview
The C3 Department is broken down into four dynamic teams who specialize in different forms of customer contact methods. Click on each team to learn more.
History of the C3
Phones & Store Chat
Escalated Cases & E-Commerce
Chat & Administrative Support
Virtual Jewelry Experts
Virtual Jewelry Experts
The goal of our Virtual Jewelry Experts is to champion our Connected Commerce strategy by driving sales growth through advocating for our customers and supporting their shopping journey, whenever, wherever and however they want to shop. The VJEs serve as liaisons between digital and brick and mortar, creating a seamless customer experience. They are responsible for communicating with customers via their preferred channel such as chat, text message, audio or video call, or personal appointment. They embrace our Clienteling strategy by conducting customer outreach to maintain strong customer relationships over time. The VJEs have a strong social media presence and utilize innovative tools such as Digital Storefronts to activate their personal, professional and customer networks. Finally, they serve as a test and learn center for new innovations at Signet.
Director: Brooke Whittaker
Managers: Cristina Jordan, Shannon Furlong & Stacie Leaf
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
C3 Contact Types
History of the C3
4th Quarter and Annual Frontline Intake Volume
Back Office and Social Media Volume
Contact Volume
Technology Transformation
How Stores Contact the C3
Team Overview
How Customers Contact the C3
C3 Contact Types
History of the C3
C3 Technology Transformation
Over the past several years, the C3 has taken significant steps to ensure the most efficient experience for both customers and field team members.
Salesforce Service Cloud:
- Replaced Case Management Platform that had aged out
- Same platform as CRM/Clienteling facilitates integration for cross-sell/upsell
- Improved access to customer information on a single pane of glass
- Will join multiple disparate applications, enhancing employee and customer experience
- Provides integrated knowledgebase and team communication tools
- Store chat to C3 capability
- Integration with Medallia survey tools and Sprinklr Modern Care social media
- All-in-one contact center solution, eliminating multiple vendors for workforce management and quality management
- Speech Analytics capability for targeted analysis of call quality and call reasons
- One integrated system for scheduling, call quality evaluations, call routing, and intra-day management
- VJEs and Customer Care on one telephony system, providing performance visibility and eliminating need for VJEs to use personal devices
- Establishes dialer technology for more efficient customer outreach
- IVR Deflection to SMS
- Customer may choose timed call back option vs. waiting on hold
- Helps manage high contact volume during peak weeks
- "Always on" messaging provides tools to engage with customers for both service and sales intents
- Promotes self-service for order status and repair tracking, provides texting capability, even during non-business hours
- Establishes tools for proactive engagement including expert assistance online to increase conversion rates