Every point of the customer experience is crucial to Globalegrow, a trend-setting online clothing brand that operates Sammydress, Rosegal, and Zaful.
As a cross-border ecommerce company since 2007, Globalegrow officials understand the need to constantly be available to talk to customers across the globe. The company has implemented 24/7 support on both chat and phone. The company prides itself in constantly introducing new features and changes to increase the customer experience.
Globalegrow offers casual wear, electronic products, wedding dresses, party wear, watches, toys, and more. Its unique sales point is keeping the cost as low as possible for every customer on all its sites, www.sammydress.com, www.rosegal.com, and www.zaful.com. Most of the items on these websites are affordable and thus provide a more convenient online shopping experience.
To consider how crucial customer experience is at Globalegrow, consider how Jaco Hao, its Public Relations Manager, described it to Loyalty360.
“Customer experience is our life,” Hao explained. “Bad CX doesn’t only mean we lost one order, it means we lost our living space. Better CX means we continue to extend our living space.”
Globalegrow touts three absolute keys to its success:
Customer service: To resolve the issues as quick as possible, there is a live interactive chat box and email service 24/7. These multiple options help people reach the company as quickly as possible.
Quality assurance: Two teams will check every product before shipment to the customer.
Logistics & Shipping: The company continuously looks for new ways to reduce logistics costs. Globalegrow is a cross-border ecommerce company founded in 2007 that imports most of the products to China and exports the made-in China products to the world.
Hao noted that Globalegrow has more than 220,000 SKUs for customers to choose from and all of its prices “should be affordable and better than offline retail prices. Our business model is about connecting the factory to the individual consumer by online shopping. We could do that because we control our cost and the buy-in price.”
Most consumers have confidence in the Globalegrow sites, Hao said.
“We always keep good communication with all the visitors who come to our websites,” Hao said. “Most people could benefit from the shopping policies on our websites, like the one that says they can receive their money back without any excuse within 30 days when the product price is less than $50.”
A key point within Globalegrow’s business model, Hao said, is the company has almost no competition.
“We almost have no competitors as we began the cross border ecommerce business in 2007,” he explained. “It is a new business in the entire world. We receive customer loyalty because we spend more time on our work, including looking for better product with lower prices, and communicating with our potential customers using more SNS tools.”