Global natural health and footwear brand VIVOBAREFOOT has partnered with Arvato CRM Solutions to deliver customer experience for its consumers and to support its growth in the UK and overseas.
The three-year partnership – which has the option for a two-year extension – will see Arvato support both VIVOBAREFOOT’s core retail business and its ReVivo service, which refurbishes, reconditions and recycles worn VIVOBAREFOOT shoes.
Through the partnership, Arvato will use digital technologies and intelligent automation to help deliver multichannel customer service solutions that can scale with the brand as it continues to grow, and continue to deliver fast, effective support for customer queries.
London-based VIVOBAREFOOT aims to bring people closer to nature and their natural potential through healthy connections, by designing footwear that reflects the natural barefoot state as closely as possible. Since its launch in 2012, it has expanded to operate in over 140 countries worldwide, selling more than 1m pairs of shoes each year.
In 2020, it was certified as a ‘B Corp’ in recognition of its social and environmental responsibility, transparency and strength of corporate governance.
Arvato will provide multilingual inbound and outbound customer communications across voice, webchat, email and social media, to customers in VIVOBAREFOOT’s current US, UK and continental European markets.
The service will be delivered through an initial team of 40 agents, working through a blend of home-working and from a central customer support hub at Arvato’s head office in Slough.
Paul Walker, Chief Commercial Officer, VIVOBAREFOOT, said:
Debra Maxwell, CEO, Arvato CRM Solutions, said:
The contract with VIVOBAREFOOT builds on Arvato’s experience of helping major global retail brands deliver exceptional customer experience and drive digital transformation.
This includes providing multilingual, multichannel contact centre services to a leading global fast fashion brand – handling over 1.2 million customer contacts every year across telephone, email, web chat, Whatsapp and social media, and introducing process efficiencies that reduced agent handling times by 25%.