Introduction

Since 1964, Jonak, a French family-owned company known for its unique expertise and traditions, has been providing elegant and high-quality footwear to French women. Today, the brand boasts 95 stores worldwide, including 80 in France, and continues its international expansion through its e-commerce site, available in both French and English.

How Did Jonak Handle E-Commerce Growth during and after-COVID?

With the surge in online orders during the pandemic, Jonak faced a dual challenge: managing an increased volume of orders and handling a rise in customer service inquiries.

In 2021, Lisa Nakam, Jonak's Co-Managing Director, made a strategic decision to outsource part of the company’s customer service. The objective was clear: maintain impeccable service year-round while preserving a direct, high-quality relationship with customers.

Jonak consciously chose not to offshore this service, prioritizing proximity to its users. This successful gamble underscores their unwavering commitment to customer satisfaction and excellence.

A Tailored Solution: Onepilot at the Heart of Transformation

Jonak partnered with Onepilot, a French company that combines proprietary AI technology with passionate, fashion-savvy agents based in France.

In just 10 days, Jonak was seamlessly integrated into Onepilot’s system, ensuring centralized and optimized management of customer interactions. To date, over 300,000 customer tickets have been resolved while preserving Jonak's tone of voice and service level agreements (SLAs). Agents trained through Onepilot’s Academy have effectively become an extension of Jonak's internal teams, ensuring a smooth transition and maintaining the customer experience.

"Onepilot allows us to respond quickly and efficiently to inquiries via email and phone while respecting our commitment to staying close to our customers," says Lisa Nakam, Co-Managing Director.

Keys to Success: An Inspiring Strategy

En partenariat avec Onepilot, Jonak a atteint des résultats spectaculaires :

These results demonstrate how thoughtful outsourcing, aligned with a company's values, can transform a challenge into an opportunity. With Onepilot, Jonak has not only optimized its customer service but also strengthened its connection with customers.

Expansion and Future Opportunities

Building on this success, Jonak plans to extend its partnership with Onepilot to other high-potential markets such as the Benelux region. The company aims to capitalize on Onepilot’s international coverage, which includes agents fluent in over 35 native languages.

An Inspiration for Businesses

Jonak is paving the way for other companies striving for excellence in customer relationships. This model proves that innovation can go hand in hand with staying true to core values and commitments to consumers. A strategic collaboration, like the one with Onepilot, has the potential to set new standards and transform a company into a leader in customer experience.