Bonobos Gets a Leg Up in Customer Engagement: A Men's Pants Company Receives More Than It Bargained for with Assistly

By Farb, Brittany | CRM Magazine, September 2011 | Go to article overview

Bonobos Gets a Leg Up in Customer Engagement: A Men's Pants Company Receives More Than It Bargained for with Assistly


Farb, Brittany, CRM Magazine


For Bonobos, a custom clothing company specializing in men's pants, the problem seemed to be email management.

"People were kind of stepping on each other's toes in terms of how to handle all the different volume, and there was just no way to figure out who should work on what and how we should prioritize which customers to get back to," remembers John Rote, director of operations and customer experience at Bonobos. "We were a rapidly growing team with rapidly growing customer service volumes, and the strategies that we were using when we were a really small company just weren't working."

After choosing a CRM system in 2008, Rote was dissatisfied with the results and went back to the drawing board. "That really highlighted to us that these problems were just going to continue and they weren't going to get easier to solve as we scaled, so we started evaluating a few other services," he says.

[ILLUSTRATION OMITTED]

Rote carefully examined several alternative CRM solutions before discovering Assistly. A couple of screenshots later, the Bonobos team was sold. "It really just made us think 'Well, this at least looks kind of cool and intuitive,'" Rote says. "It looks like something that was built during the modern Web era rather than the '90s."

"They came to us with an antiquated system," explains Alex Bard, CEO of Assistly. "They immediately understood and took one look at Assistly and said this would completely revolutionize the way I deliver customer service."

Assistly focuses on small to medium-sized businesses (average of 150 employees) that rely on customer service to stand out. "There aren't so many similar companies in the market right now if you're looking at cloud-delivered tools that are targeted to small and medium-sized enterprises, and there aren't too many alternatives for these sized businesses," Bard says.

Rote's team quickly got on board with the implementation. "When we got on Assistly, they said, 'Wow, there actually is a lot of stuff that we can do here,'" he says. "It was fun to be able move things forward that quickly."

What began as an email management solution quickly became a tool for customer engagement. …

The rest of this article is only available to active members of Questia

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Buy instant access to cite pages or passages in MLA 8, MLA 7, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

(Einhorn 25)

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Note: primary sources have slightly different requirements for citation. Please see these guidelines for more information.

Cited article

Bonobos Gets a Leg Up in Customer Engagement: A Men's Pants Company Receives More Than It Bargained for with Assistly
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Help
Full screen
Items saved from this article
  • Highlights & Notes
  • Citations
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

matching results for page

    Questia reader help

    How to highlight and cite specific passages

    1. Click or tap the first word you want to select.
    2. Click or tap the last word you want to select, and you’ll see everything in between get selected.
    3. You’ll then get a menu of options like creating a highlight or a citation from that passage of text.

    OK, got it!

    Cited passage

    Style
    Citations are available only to our active members.
    Buy instant access to cite pages or passages in MLA 8, MLA 7, APA and Chicago citation styles.

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

    1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

    Cited passage

    Thanks for trying Questia!

    Please continue trying out our research tools, but please note, full functionality is available only to our active members.

    Your work will be lost once you leave this Web page.

    Buy instant access to save your work.

    Already a member? Log in now.

    Search by... Author
    Show... All Results Primary Sources Peer-reviewed

    Oops!

    An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.