Jonak, a French family business with unique expertise and traditions, has been putting shoes on French women since 1964. Today, it’s more than 60 boutiques in France and an e-commerce website in French and English. The brand is pursuing dynamic retail development in Europe.

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A need to handle a higher volume of online orders

‍During the pandemic, the volume of online orders of the brand increased considerably and so did the requests for after-sales service. 

At the end of 2021, Managing Director Lisa Nakam decided to strengthen her teams by outsourcing her customer service. 

The aim was to continue to deliver exceptional customer service at all times of the year but with one major constraint: not to relocate the service to guarantee a perfect understanding of all its customers' problems.

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Outsourcing its customer care to ensure best-in-class customer experience

‍"We chose to outsource our customer service to Onepilot because the solution combines native agents, based in France, with proprietary AI-based technology, enabling them to respond to all our requests by email or telephone, quickly and efficiently".

‍In just 10 days, Jonak was integrated into the Onepilot platform, where all customer requests are centralized and handled by external agents who have undergone training at the Onepilot Academy. They become the perfect extension of Jonak's in-house teams. And so the adventure begins!

‍More than 30,000 tickets later and a Customer satisfaction score of +25% with Onepilot, Jonak is now planning to delegate other processes in France as well as in other countries such as Belgium, Luxembourg, the Netherlands, and Italy. 

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Remarkable results and enhanced customer satisfaction

The partnership with Jonak has delivered outstanding results that exceeded all expectations. The average time for the first response was reduced dramatically from 24 hours to just 6 minutes, underscoring the efficiency and responsiveness of the Onepilot team. Moreover, the recontact rate decreased from 32% to 9%, indicating that customer inquiries were resolved more effectively on the first interaction.

These results are attributed to our unique approach, combining cutting-edge technology with highly trained, native-speaking agents who are dedicated to maintaining Jonak's high standards of customer service. The use of a centralized platform, tailored training programs, and an extensive knowledge base has enabled our agents to handle a variety of customer scenarios with precision and care.

Future expansion and new opportunities

Given the success of the collaboration, Jonak is now looking to expand its use of our services beyond France. Plans are in place to extend customer service support to other key European markets, including Belgium, Luxembourg, the Netherlands, and Italy. By doing so, Jonak aims to replicate the exceptional service quality and efficiency achieved in France, ensuring that European customers experience the same level of care and attention.

Additionally, Jonak is considering delegating more processes to optimize their operations further. This expansion will allow Jonak to focus on its core business areas, while we continue to enhance the customer experience through its innovative service solutions.

A strategic partnership that sets new standards

This collaboration exemplifies how strategic partnerships can significantly improve customer service and overall business performance. By leveraging Onepilot’s flexible, scalable, and technology-driven approach, Jonak has successfully managed to keep up with the increasing demands of its growing online business while maintaining a high standard of customer satisfaction.

This partnership not only demonstrates the effectiveness of externalizing customer service but also highlights the importance of choosing the right partner who understands the brand's values and commitment to quality. Jonak’s journey with Onepilot serves as an inspiring example for other businesses looking to enhance their customer service and achieve sustainable growth.