Ritani Delivers Sparkling Service

A leading online jewellery retailer will use NewVoiceMedia ContactWorld solution.

As a luxury brand, Ritani prides itself on being able to offer its customers exceptional support. That means no waiting times and immediate, personalised attention for every customer who contacts the company. It also means using technology to offer the best and easiest experience to customers.

Ritani has deployed a unique clicks-and-brick experience which allows visitors to its site to design a custom engagement ring and choose to ship it either directly to their home or to an independently owned jeweller in their area for a free in-store preview.  This provides customers with an assurance that they are purchasing the perfect ring for their partner. The company is equally accommodating through all means of contact with its non-commissioned support staff; be it via online chat, email, or toll-free number, Ritani’s aim is to provide a superior experience.

ContactWorld also informs the way Ritani structures its service organisation. The company uses the reporting feature to understand market trends and track activities through both its call centres and website, making it easier to identify correlations between the two and concentrate resources where they are needed.

“When people are buying diamond rings, it’s usually one of the most important purchases of their lives. They deserve to have every detail perfect, and if they have questions, they deserve immediate answers,” said Simon Tam, CTO of Ritani.

For more information, download the full case study at www.newvoicemedia.com.