Daily Insights

A Fashion Makeover for Customer Service

By: Mackenzie Baker | Nov 20, 2019

Gucci has brought its signature style to its newest call center. 

The Gucci 9 Hudson customer service center in New Jersey was designed by the brand’s creative director, Alessandro Michele. The luxury call center features 35,000 square feet of space and includes signature Gucci color palettes and designs. Since Marco Bizzarri took over as CEO in 2014, the company has seen its annual revenue double, with a large amount of that money now being put back into customer service. The customer service center currently serves forty-one North American Gucci stores with the potential to reach more in the future. The center also features showrooms for employees to utilize when answering questions over the phone with customers—removing the strain for in-store associates. To monitor communication statistics with customers, the call center is adorned with several flat-screen TV’s displaying live contact data. With fashion brands having one of the lower response rate percentages, according to a Gartner L2 report on the topic, it is commendable to see Gucci taking an active stance to improve customer service replies.  

The hiring process to work at Gucci 9 Hudson is rigorous, with blind interviews being a main component in an effort to eliminate bias. The center currently employs 150 “Client Advisors” who are fluent in eight languages. Customers looking to get in contact with the center can do so through email, phone, or live chat on the website. 

Gucci hopes its new call center can add some glamour to a traditionally unglamorous side of the business. In today’s ever-changing retail landscape, maintaining positive customer relations is vital to brands.