Making a Business Flourish with the Right Touch of Service

"No more answering phone calls while you're shopping at Target". It was that statement, during a Solid Cactus webinar about call center services, that really hit home for Kara English, co-owner of Colorado-based CandlesAndSuch.com, an online source for wedding-related favors and gifts.

"I had been signing up for everything and anything I could to learn more about eCommerce," notes Kara. "The Solid Cactus Call Center webinar made me laugh out loud."

Kara works from her home and has young twins. She found herself hiding in the garage to be able to talk to customers without kid noises in the background. She also found it hard to leave the house (well, office), but if she did, the phone had to come along with her. She knew something had to change. Immediately. After the webinar, Kara became a Solid Cactus Call Center client.

She likens the trepidation of letting go of some of the control of the company to dropping the kids of at a baby sitter for the first time.

"You know they'll be fine, but you stay by the door and listen until you hear them stop crying," she comments.

Would the call center represent her company the right way? Will they answer questions correctly? At first she sat by her computer, watching and worrying. But when she noticed the emails from customers telling her how wonderful her "employees" were (even though Kara and co-owner Leslie Schultz are the only two CandlesAndSuch.com employees), she realized the call center team was actually doing a better job than she could. They focused totally on the customer, helping them make decisions and even pointing out things like free shipping with a certain order size. Suddenly, sales were going up and Kara found time to concentrate on the business instead of being caught up in the business. She focused on acquiring new products, looking at Search Engine Optimization (SEO), and other areas for which she previously didn't have time. The store now carries over 5,000 items.

"People want to talk to a person," notes Kara. "They are planning an event and are usually a bit stressed. They want to know the order has been placed and will arrive on time. That's not something they get with an answering machine."

Kara does not need to hire additional employees – another added benefit.

Another webinar changed Kara's business model a second time.

"I saw that Solid Cactus was doing another call center webinar, but this time there was going to be a tour to introduce some of the people who work there. I decided to watch because I've never been there and wanted to put faces with names," said Kara.

The webinar focused on newly released virtual office services, which includes answering customer emails, calling customers, updating orders, and processing orders. A light bulb went off.

"We were scheduled for a vacation to Walt Disney World in May, the busiest time of year for our business. I wasn't sure how I could go, and if I did, would I spend the entire time in the hotel room working?" laughs Kara.

Kara signed up for virtual office services immediately, and over a number of months, shifted additional office activities over to Solid Cactus. She was pleased with the way the Solid Cactus team picked up on her needs right away. Her comfort level allowed her to take her first real vacation in years.

One of the virtual office tools that particularly appealed to Kara was the ability to use instant messenger to communicate with Solid Cactus. For example, customer service reps can message Kara with questions while they are on the phone with one of her customers and get the answer they need. Kara still feels involved with her customers while relying on the call center staff to handle their needs.

As Kara noted in a recent Practical eCommerce article, "I learned that I needed to get out of the way and let my business boom and flourish, like a child. By trying to control everything I was actually holding it back."

CandlesAndSuch.com offers a wide variety of unique, creative and affordable favors for special occasions such as weddings, rehearsal dinners, anniversary parties, bridal showers, baby showers or just special gifts. Based in Silt, Colorado, the company is owned by Kara English and Leslie Schultz. For more information call 1-800-516-1589 or visit www.CandlesAndSuch.com.

candles & such

CandlesAndSuch.com offers a wide variety of unique, creative, and affordable favors for special occasions.