Rewriting the Playbook for Customer Support: Lessons from Decathlon Singapore

Head of Customer Engagement at Decathlon Singapore, Camille Ract, shares how she and her team ensure a seamless ecommerce experience for customers.

As Head of Customer Engagement at Decathlon Singapore, Camille Ract’s team manages every single channel that fuels customer interactions. Seems like a tall order, right? It is.

With emails, calls, web chats, reviews, and social media channels under her purview, there’s about 300 to 500 incoming customer inquiries on the average day. And, unsurprisingly, there was a huge surge in volume during the peak of the pandemic, as Singaporeans sought to maintain active lifestyles while socially distancing.

Read more at Heyday