Peter Millar Case Study

Classic Style with Affordable Elegance

Peter Millar embraces a classic, old-world style resplendent in sharp detail, superb craftsmanship, and only the highest quality materials available. Covering a broad color palette, Peter Millar offers their consumers a wide range of woven and knit performance shirts to outerwear, footwear, and accessories. They offer affordable elegance for business attire, performance wear, and everyday sophistication.

BOOST

25% decrease in ticket to order ratio

Photography from petermillar.com

What was Peter Millar's biggest headaches in running the customer service team before Boostopia?

For us, we were always living in a reactive state. Something would happen and we would have to react to it. Now it's forced us to be more proactive. We're able to identify problems before they happen and know how to tackle the issue. Around a big sale, we’ll often get hit with a hefty spike in customer support contacts. The whole goal with deflection is to allow the customers to find the answers and not even have to reach out to us, which is a better experience for them. Boostopia has helped us focus on providing a robust knowledge base, setting up live chat, and the foundational necessities that help the team from being bombarded and overwhelmed.

What has been Peter Millar's experience been like while working with Boostopia?

Of course, my experience has been great. I think what I like so much about working with Boostopia is you feel like you're getting devoted, one-on-one attention. I will haul a message and within five minutes I have a response. You're not waiting for a response... your needs are getting tended to quickly just like what our goal is for our own customers. Overall it's definitely been a positive experience.

proactively Preventing problems

"We've been able to identify problems before they've happened to figure out solutions on how we're going to tackle them. Even how to prevent them from becoming problems in the first place."

ALEXIS RATCHFORD, Ecommerce Customer Care Manager, Peter Millar

How has Peter Millar changed since working with Boostopia?

I think as a whole it's forced us to think how we can be more proactive and the long term relationship with the customer versus in the moment. Our decisions we make at a customer service level now are going to impact the brand as a whole. One of [Boostopia’s] big projects we've been working on lately is Net Promoter Scores. We've never had that in the past so we've never had an accurate poll of what's going on with the brand. Getting a real pulse for the brand as a whole has been so valuable to know where we stand with our customers.

What has been the largest impact Boostopia has had on Peter Millar?

I think the biggest impact we've had is understanding how to direct customers in a way that gives them the best customer experience but also protects our agents from questions that can be answered by our knowledge base. Once we partner with Boostopia we knew that understanding the customer experience would be a priority. We had to make time for it, and it's been nice to be able to deliver that to our customers.

Photography from petermillar.com

Alexis Ratchford

Ecommerce Customer Care Manager

What our Customers are Saying

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