Have you ever had a last minute question about a coveted ModCloth keepsake for that special someone? Or ordered an item for a special event, and you had to make sure it would arrive on time? Perhaps you’ve perused the site for that perfect party dress, deliberating over size and fit, and you chatted with one of our fabulous ModStylists for in-depth advice on which size to order.
If you’re wondering who those fantastic ModGuys and Gals are on the other end of line — listening intently, offering options galore, and making friends with each phone call, online chat, and email they answer — then you’ve come to the right place! Amid the hustle and bustle of this exciting and busy time of year, we couldn’t resist opening our doors for a day-in-the-life of some serious “day-makers”, also known as the ModCloth Customer Care Team!
Comprised of advocates from all walks of life, and specialists of all stripes, the Customer Care Team is as diverse and lively as our customer base. While you may be most familiar with those of us who field the phones, or chat online, there’s so much more that goes into making sure each order is ship-shape, and each question has a timely response.
There’s the Care Communications Team, which is our lifeline to your feedback received through social media. Our Shipping Exceptions team is available on the double whenever special requests are needed. And if you need a knock-out look for a special occasion, the Care ModStylists deliver every time — whether it’s prompt measurements upon request, or a consultation for your bridesmaid dresses in that exact shade of plum.
While we’re all encouraged to bring our own unique approach to solving customer quandaries, it’s most often good old fashioned teamwork that gets the job done. The Care team is one giant, extended family — with the potlucks to prove it.
The group started relatively small, but our numbers have mushroomed, and the added support means more quality time spent with each customer. Just this year, we’ve answered over 95,000 calls, responded to more than 98,000 emails, and participated in nearly 140,000 online chats — of course, our 24/7 schedule means there’s no hour of the day or night you won’t find someone ready to wax ecstatic about a new arrival, a favorite sports team, or the latest development on a favorite T.V. series — it’s bound to come up while we search the restock status for that one-shoulder maxi dress that you’ve been eyeing for weeks.
Want to know just how we get the job done? Let’s say you call up Care with a request for the exact measurements of that fetching red-and-white striped dress from the site. To get you the answers you need, the astoundingly chipper advocate on the other end of the line — let’s call him “Bobby” — quickly jots down your request, and then sends a Care ModStylist to our fulfillment center for the measurements. The Care ModStylist will then email those results right over to you so you can make your choice. Before you know it, your new Customer Care best friend puts in your order at your request, and your darling dress is on it’s way right to you. But wait!
You need your order tomorrow, and you just realized it might be past the deadline for same-day shipping. Gasp! What if it doesn’t ship out in time? You call back and see if you can speak with your buddy, Bobby. To your relief, you find out that even though it’s past the deadline for same-day shipping, there is an option he can offer: he sends a request to one of our exceptional Exceptions Specialists to see if the order can be sent out that same day. Even though he can’t guarantee it, it’s definitely worth a shot! And voilÃ¡! Teamwork at its finest.
There’s no question the Care Team is a driven and talented group. While the holidays are definitely our time to shine, thanks to the increase in customer interactions, we always bring our A-Game no matter what time of year you reach out to us. And because we’re such an unstoppable bunch, you’ll also find some of us contributing outside of our roles within Care. Many of us regularly write product descriptions, lend our voices to the Blog, and partake in PR projects.
Do you have burning questions for the awesome Care Crew? Leave your feedback in the comments below, and tell us more about creative careers you’re pursuing. – Amy, Customer Care Lead Assistant