From the Sector

Reorganization follows record quarter and additional investment as eCommerce continues to thrive

Fresh Relevance, the versatile personalization and decision engine, today announced the launch of a new customer department to support a growing customer base of more than 500 websites, including major brands in the UK, Nordics and US. The launch follows a record quarter and additional investment from Foresight Group to drive the company’s ambitious global growth strategy.

The new customer department brings together Fresh Relevance’s service, support, customer success and account management divisions located in Southampton (UK), London (UK) and Boston (US). The department is led by the newly appointed Vice President Customer, Huriyyah Dhanse.

Dhanse states: “Many organizations have experienced massive eCommerce growth during the pandemic. This has led to increased investment in omnichannel platforms such as Fresh Relevance, as companies look to sustain and gain market share by optimizing how they connect with, convert and retain customers.” Dhanse adds: “Our new customer department aligns the company’s expanding support, services, customer success and account management teams in the UK and US into a single entity, focused on helping brands achieve and exceed their commercial objectives. By bundling all customer-facing roles into one central department, we are able to provide an even more seamless customer experience and align all touchpoints in the customer lifecycle - from onboarding through to day-to-day support and strategic advice.”

Fresh Relevance boasts a 98% customer retention rate, and it is a statistic that company CEO and co-founder, Mike Austin, is proud of and committed to maintaining. “The success of Fresh Relevance is built on the quality and reliability of our platform, a clear vision for the future of online retail, but above all else the way we build long-term partnership with our customers”, states Austin.

These comments are endorsed by a 9.7 score for Quality of Support on G2, the world’s largest tech marketplace, which is accompanied by a raft of positive feedback from customers such as: “The best thing about Fresh hands down is the support, which comes from literally all avenues. The support team are quick, they really take time to explain things and help you to set anything up you need. Account management talk to you like you're the only person in the room, analyze everything you're doing in depth and help you to see what you're missing whether that be tools or strategy. Everybody goes the extra mile and follows up any open issues.”

Austin concludes: “As we scale up our global operations after a record quarter, it is vital that we keep the voice of the customer at the heart of everything we do. This is the primary aim of the new Fresh Relevance Customer Department.”