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Behind the scenes at Monsieur Chaussure - 2023 Edition

News

In 2023, internal projects at Monsieur Chaussure focused on optimising the customer experience.

Rather than expanding the catalogue with new products, the aim was to improve our relationships with customers on a daily basis. Find out what we've been up to this year.

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Customer experience at the heart of 2023

In 2023, we have decided to launch only our socks range so that we can concentrate on other internal projects: improving the customer experience.

Our focus has been on satisfaction, speed of action and proximity. We set about introducing new features and strengthening existing ones, with the aim of being even more present at your side.

Live assistance: chat throughout the site

One of the cornerstones of this improvement is the introduction of live product advice.

To complement our contact form, with a response within 24 to 48 working hours, and our direct line, we set up an online chat in 2023.

This chat offers a new channel with an almost immediate response. In just a few minutes, you can get a diagnosis or assistance.

It is available on every page of the website. You can contact our team at any stage of your visit.

A dedicated chat team has been set up to respond in less than 5 minutes.

Improved customer service procedures

At Monsieur Chaussure, our commitment to our customers does not end with your order.

Our customer service team responds in less than 48 hours to ensure your case is resolved quickly.

We efficiently monitor your case every step of the way. Exchanges are linked to your customer account, making internal exchanges more fluid. This fluidity of exchanges ensures that your questions are resolved quickly and efficiently.

We have also strengthened and improved our after-sales service procedures. Today, each follow-up case is resolved in less than two messages on average.

This efficiency means that 9 out of 10 customers recommend Monsieur Chaussure to their friends and family.

Objective zero breakage: overhaul of our shipping procedures

Thanks to Monsieur Chaussure's new logistics policy, the risk of receiving a damaged parcel is now a thing of the past. We have established new procedures for sending your parcels. The new procedures have focused on overhauling the way products are packaged, particularly glass jars, to avoid the risk of breakage.

We're aiming for zero breakage thanks to the new way your parcels are prepared. And we've almost achieved it!

We have succeeded in drastically reducing the rate of returned orders due to faulty products. Today, we have a rate of 0.02% of orders returned for faulty products out of all orders sent in 2023.

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