Average score
6.52
Number of ratings
8,759
Koala is a young Australian start-up, established 3 years ago.
Koala was began with an idea to disrupt the furniture industry and offer a better experience online. We started with an Australian made, universally comfortable mattress-in a box, we now also operate in Japan and sell an ever increasing range of furniture items exclusively online. We are famous for our wine glass test, 4-hour delivery and adopting a Koala for each mattress sold.
Customer support is an integral, core part of Koala, it’s part of our DNA.
Our customer support team are highly valued and respected. Everyone has a voice to share ideas about how we can improve our systems and practices. We are always adapting and evolving to deliver the best customer experience possible.
It means we’ve gone above and beyond what the customers expectations were!
If someone returns an item under our trial, but still gives feedback on how happy they were with the service, that’s a win for us.
My best advice would be to put your customer service team at the centre of your organisation; they have the voice of your customers and know them better than anyone else. Having great product is not sufficient and the service you provide becomes what your customers talk about to become your best sales team by sharing their experience and recommending your company to their friends and family members.
Nicereply helped us by providing a platform for customers to be honest and forthcoming about what they liked and what they didn’t like. The sheer volume of feedback has increased, which gives us more data and a clearer picture of how we are going. Before Nicereply, feedback was less frequent -often when they were either very happy or very disappointed, and this was often long after the initial customer interaction. Now more and more customers are offering feedback and suggestions and that information is stored and recorded automatically.
One of Koala’s most characteristic trait is that we move fast, for everything. Moving fast is great and is part of our success, but it is also our biggest challenge because we have to make sure communication, knowledge and systems are up to date. It’s very time consuming but it is necessary to ensure our success.
Making sure you close your customers’ feedback loop is also challenging time-wise, but taking the time to understand and share your customers feedback across the company is essential.
One of Koala’s most characteristic trait is that we move fast, for everything. Moving fast is great and is part of our success, but it is also our biggest challenge because we have to make sure communication, knowledge and systems are up to date. It’s very time consuming but it is necessary to ensure our success.
Making sure you close your customers’ feedback loop is also challenging time-wise, but taking the time to understand and share your customers feedback across the company is essential.
First class service. Friendly and helpful staff
Prompt, polite, friendly, reassuring and most helpful.
Fabulous customer service and speedy resolution and response. Thank you so much for your help.
Excellent speedy response and great, clear and flexible options provided. Friendly and efficient service. Will highly recommend to anyone
Very good and gave all the information I required. Well done ! Happy customer
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