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Customer care is also front of mind going in 2019 , with 24 / 7 coverage , including across live chat and email . Live chat launched in October 2018 across Vans , Skechers , Timberland , Doc Martens , Platypus , Hype DC with The Athlete ’ s Foot coming soon .
“ Two and half years ago , we had one team member that looked after retail and ecommerce ,” laughs Rizza . “ Now , we have more than 25 people based at the hubs in Melbourne , Sydney and Manila , and that ’ s only going to get bigger . It ’ s driven by consumers demanding out attention and demanding increased support , and also our stores ’ demands for support .
“ We started live chat with some of the smaller brands and in a short space of time it ’ s taken off quickly . To put in perspective , over the last few weeks , it went from being a few tickets to now being nearly a quarter of overall volume through the chat channel , and that ’ s with us currently really only covering business hours , so we know for a fact that consumers want to talk to us .”
Obviously , such a digital transformation has been a huge culture change in the business , with the technological
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