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~ Salesupply ~

EXPERT RELIES

ON SALESUPPLY

FOR E-COMMERCE

CUSTOMER SUPPORT

Text: Matthias Hell // Photos: expert

expert is Germany’s largest consumer electronics group, with over 200 associated specialist
dealers and over 400 locations nationwide. The group’s national online shop is operated by
the expert headquarters. Customer service for the web store
has been outsourced to Salesupply since 2019. When expert’s
e-commerce sales multiplied after the start of the corona
pandemic, Salesupply enabled the rapid scaling of the online
customer service department.

hile expert’s stationary business is carried customer feedback
out by affiliated specialist dealers, the on the social media
Wexpert headquarters in Langenhagen is channels of the expert
responsible for the operation of the group’s online headquarters. When
shop. In late 2019, expert decided to outsource the it came to customer
online customer service to Salesupply. “After setting support, it MARCUS WILLBOLD, HEAD OF ECOMMERCE OF EXPERT SE
up our internal customer service, the question was particularly
arose of whether we wanted to continue to provide important for expert to have a fast response time, short
support for our online shop in-house. When waiting times and the highest possible level of customer
comparing several customer care service providers, satisfaction.
Salesupply convinced us with their professionalism
and the range of the reference customers so that we To implement external customer support, Salesupply
decided on an external solution using Salesupply,” introduced a ticket system. “It was important to us that both
explains Marcus Willbold, Head of Ecommerce of sides always had access, so that customer communication was
expert SE. transparent and ongoing,” explains Willbold. In addition,
Salesupply got access to expert’s ERP system to ensure
Thorough set-up of the customer care collaboration insight into goods movements and customer data. This also
Just in time for Christmas shopping in 2019, Salesupply ensured the transfer of knowledge to Salesupply’s employees.
covered the conventional support channels for the expert Along with training, this took place primarily through a
online shop: answering customer enquiries by telephone and jointly compiled manual and a knowledge database covering
e-mail. Salesupply also responded to customer ratings and the most important support topics. “This way, it wasn’t

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