{"id":17211,"date":"2022-04-06T09:08:00","date_gmt":"2022-04-06T09:08:00","guid":{"rendered":"https:\/\/sinchimportfinal.local\/customer-stories\/luxurious-customer-care-contact-and-instagram\/"},"modified":"2025-02-24T10:58:29","modified_gmt":"2025-02-24T10:58:29","slug":"luxurious-customer-care-contact-and-instagram","status":"publish","type":"customer-stories","link":"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/","title":{"rendered":"Luxurious customer care with Contact Pro and Instagram"},"content":{"rendered":"\n<p>Created in Paris by founders with a passion for art, <a href=\"https:\/\/zadig-et-voltaire.com\">Zadig&amp;Voltaire<\/a> is the height of no-rules chic thanks to its free-spirited, contemporary mindset. Its distinctive DNA blends modern style with an effortless and authentic feeling of luxury that empowers people to express their individuality and forge their own unique look. <\/p>\n\n\n\n<p>Zadig&amp;Voltaire needed to step up their customer care game to match their luxurious brand offering. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Challenge: Finding the most efficient channel to boost engagement <\/h2>\n\n\n\n<p>The need to amp up customer service was recognized at a strategic level, as Jonathan Atali, Director of Marketing &amp; Digital at Zadig&amp;Voltaire explains. \u201cWe have a plan in place for the next five years, and one of the key areas identified for improvement in that plan was CRM and digital.\u201d <\/p>\n\n\n\n<p>It wasn\u2019t difficult for Zadig&amp;Voltaire to choose the messaging channel that would work best for their customers. With over 1 million followers, <a href=\"https:\/\/sinch.com\/products\/apis\/messaging\/instagram\/\">Instagram<\/a> was the obvious choice, plus they were already using it as a customer service tool on some level (more on that later). Iconic fashion images helped build their brand, so Instagram was the perfect fit for any new communication strategy destined for success. <\/p>\n\n\n\n<p>Now just the small matter of figuring out the tech to make the conversational magic happen. Top of the priority list for Zadig&amp;Voltaire was innovation \u2013 it\u2019s at their very core, and they needed to embody it in their new messaging strategy. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Solution: Building relationships that last <\/h2>\n\n\n\n<p>The solution they were using lacked finesse. As Attali explains, \u201ccustomers would send direct messages through Instagram to query order status, delivery time, etc., and they\u2019d get a standard automated response \u2013 \u2018Sorry, you need to contact customer services\u2019 \u2013 which is just about the worst possible answer you can get.\u201d <\/p>\n\n\n\n<p>Attali goes on to say, \u201cwe wanted to create a dedicated relationship with customers, even if that included talking about problems they\u2019re having.\u201d <\/p>\n\n\n\n<p>The team at Sinch for Marketing quickly pooled their conversational expertise and jumped in to find the best solution for Zadig&amp;Voltaire. <\/p>\n\n\n\n<p><a href=\"https:\/\/sinch.com\/products\/customer-engagement\/contact-pro\/\">Contact Pro<\/a> was quickly identified as the perfect fit. With no real change for end-users other than a significantly better UX on a channel they know and love: Contact Pro offered simple integration, quick and easy scalability (remember those 1 million + followers?), and most importantly, that special feeling customers get when a conversation is tailored just for them. A sure-fire way to build a long-lasting relationship. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Results: Stepping up customer care to a whole new level <\/h2>\n\n\n\n<p>Contact Pro was an instant hit with everyone at Zadig&amp;Voltaire, particularly the Community Manager; as Attali explains, \u201cfirst off, he said it was really cool, and that it would be a big help, but then he asked, \u201cwhat about people who send us direct messages that don\u2019t have customer issues? How can we track and manage those messages?\u201d Good point\u2026 <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/Phone-conversation_2Grey.png\" alt=\"Image showing customer care messages on a phone handset\"\/><\/figure>\n\n\n\n<p>Luckily, Contact Pro comes with an interface that makes message management a dream. Messages from every channel can be seen and managed in one place, regardless of subject matter. <\/p>\n\n\n\n<p>For Zadig&amp;Voltaire, the uplift in queries handled via Instagram has been astounding. Attali commented, \u201cthe very first step for us was to get Instagram in place. The next step is to make it part of our entire ecosystem to create a smoother UX for our end-users. This is just the beginning for us.\u201d <\/p>\n","protected":false},"author":6,"featured_media":60494,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"customer_stories_industry":[114],"class_list":["post-17211","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","customer_stories_industry-retail"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Discover Luxurious customer care with Contact Pro and - Sinch<\/title>\n<meta name=\"description\" content=\"Discover how Contact from Sinch helped leading fashion house Zadig&amp;Voltaire knock it out of the park with a new communication channel\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Discover Luxurious customer care with Contact Pro and - Sinch\" \/>\n<meta property=\"og:description\" content=\"Discover how Contact from Sinch helped leading fashion house Zadig&amp;Voltaire knock it out of the park with a new communication channel\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/\" \/>\n<meta property=\"og:site_name\" content=\"Sinch\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/wearesinch\/\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-24T10:58:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-ZadigVoltaire.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"496\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@WeAreSinch\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/\",\"url\":\"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/\",\"name\":\"Discover Luxurious customer care with Contact Pro and - Sinch\",\"isPartOf\":{\"@id\":\"https:\/\/sinch.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-ZadigVoltaire.png\",\"datePublished\":\"2022-04-06T09:08:00+00:00\",\"dateModified\":\"2025-02-24T10:58:29+00:00\",\"description\":\"Discover how Contact from Sinch helped leading fashion house Zadig&Voltaire knock it out of the park with a new communication channel\",\"breadcrumb\":{\"@id\":\"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/#primaryimage\",\"url\":\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-ZadigVoltaire.png\",\"contentUrl\":\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-ZadigVoltaire.png\",\"width\":800,\"height\":496},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/sinch.com\/customer-stories\/luxurious-customer-care-contact-and-instagram\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/sinch.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Stories\",\"item\":\"https:\/\/sinch.com\/customer-stories\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Luxurious customer care with Contact Pro and Instagram\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/sinch.com\/#website\",\"url\":\"https:\/\/sinch.com\/\",\"name\":\"Sinch\",\"description\":\"SMS Messaging, Voice, Email, Video &amp; 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