MLILY USA is about to break a thousand online customer reviews with a near-perfect five-star rating, an accomplishment the company credits in part to its customer care approach.
In an industry that historically has had to overcome negative consumer opinion, Mlily’s 4.9-star overall rating speaks volumes about the quality of its products and service, said Ryan Farber, vice president of marketing.
Mlily’s stellar customer reviews and ratings are powerful for retail partners and sales associates who want to leverage them in conversations with customers. A recent survey showed that 98% of consumers feel reviews are an essential resource when making purchase decisions. Positive reviews are highly influential across all demographics, with the highest among Millennials and Baby Boomers.
Mlily views customer service as a core part of the company. The department provides a complete range of support to retail partners and end consumers—a unique feature among manufacturers the size of Mlily, which has four factories across the U.S.
That centralized structure is one of the reasons Mlily’s customer service team has deep knowledge of the products, access to retail customer portals to place and track orders, and authorization to resolve retailer and consumer issues with a high rate of satisfaction and efficiency for the customer.
“We’ve empowered our customer service team members to make decisions in the process of helping customers without having to hand off or wait for a supervisor to answer or approve something,” said Jenny Christensen, director of Mlily customer service. “This is very important to the customer because it gives them confidence that we can help.”
Christensen added that there is no time limit or quota imposed on the customer service team members for handling calls. On the contrary, she said, they are encouraged to “make the customer feel that they are being heard and treat them like they would want to be treated.”
For more information, visit mlilyusa.com
About MLILY USA: Headquartered in Knoxville, Tenn., MLILY USA is a key supplier of mattresses, pillows, and sleep accessories to the North American bedding market. With a global network of state-of-the-art factories and warehouses spanning more than seven million square feet in Tennessee, South Carolina, Arizona, China, Thailand, and Serbia, the company’s quality products are sold worldwide. In the U.S., MLILY has an exclusive partnership with the International Chiropractors Association to design and market bedding products based on clinical research and manufacturing excellence. MLILY also holds a unique global strategic partnership with Manchester United, the leading sports brand and popular soccer team located in the United Kingdom, to deliver rejuvenating sleep products for enhanced physical performance.