In an attempt to attract millennials the brand starts communicating with its customers online.
Gucci plan on transferring the communication between their consultants and customers to the internet. The brand’s clothes now can be ordered and discussed in a chat or via email. Gucci podcasts are now available on iTunes. According to Financial Times, the company is to open six call centres in 26 countries. Unfortunately, Russia is not one of them.
Gucci’s first call centre was opened last April in Florence. Its phone number is listed on the ‘client services’ tab of the corporate website. In 2020 Gucci plan on opening similar call centres in New York, Tokyo, Seoul, Shanghai, and Singapore. A total of 500 new employees will be responsible for answering customer queries by phone, email, or via online chat.
The new service is called Gucci 9. The new employees are advised to approach each customer individually. Marco Bizzarri, president and CEO at Gucci, says ‘the modern services are to provide the customers with a direct access to the brand’s community and be an ever-accessible personalized way of interaction’.
Written by Polina Vorobyova
Translated by Tony Savosin