Optimize the daily work of your Customer Service team

Better service, better reviews

Sepiia has positioned itself as a benchmark fashion brand when it comes to sustainability. Thanks to their technology, they have developed garments that adapt perfectly to the daily life of those who wear them, something that allows them to resist the passage of time much better. In addition, they are 100% recyclable.

Fede Sainz de Robles, CEO & Founder of the brand, explains how thanks to Reveni they have improved the operations of their Customer Service team while giving a better and faster response to their customers. This has helped them to improve the opinions of those who have requested an exchange and/or return, reinforcing their brand image.

“I worked in a textile lab developing new materials and processes for other brands, and what I wanted was clothing I could feel much more comfortable in throughout the day, that needed far less care, and to do it in a much more sustainable way.” Fede Sainz de Robles, CEO & Founder, Sepiia

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The challenge

Before Reveni, Sepiia handled returns and exchanges in a very manual way. The Customer Service team received requests by email or phone and resolved them one by one. Replies took time, refunds took time, and that created discontent.

“Before working with Reveni, our returns and exchanges process was very manual. Our Customer Service team received all the requests customers sent us by email or phone, and from there they were handled entirely manually to respond directly to users.”Fede Sainz de Robles, CEO & Founder, Sepiia

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What changed

With Reveni, the process became fast and self-service. Response times and the Customer Service team's workload dropped sharply, and the team now spends its time caring for customers instead of manual tasks. Anyone requesting a refund gets their money instantly; anyone requesting an exchange gets the new item in a few days.

“Now customers feel the quality of service we're giving them, and even if on that first purchase they got the size wrong or the product wasn't what they expected, these conveniences mean they're not afraid to buy again. This way we recover sales that would otherwise have been lost and create greater satisfaction for both users and our own teams.” Fede Sainz de Robles, CEO & Founder, Sepiia

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Looking ahead

The returns process used to subtract; now it adds. The reviews they used to get were negative and have turned positive, and that trust drives repeat purchases. It's the base Sepiia keeps building its brand experience on.

“We used to get negative reviews about the returns and exchanges process. Now they've turned into very positive reviews about the service we offer, something that strongly drives repeat purchases.” Fede Sainz de Robles, CEO & Founder, Sepiia

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Takeaway

Without a single number to show, Sepiia's case stands on what its customers say. Reveni turned a slow, manual process into an instant, trustworthy one, and it shows in satisfaction and repeat purchases.

“We've managed to greatly improve customer satisfaction with the service we're giving them.” Fede Sainz de Robles, CEO & Founder, Sepiia

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