Asahi UK are responsible for the development of well-known premium beer brands such as Peroni Nastro Azzurro, St Stefanus, Pilsner Urquell, and many others across the UK and Ireland.
Your Business Voice® support them by ensuring their customer service lines are manned by professional, helpful and friendly operators 24/7.
Asahi UK’s Challenge
As a growing firm, Asahi UK required support for their customer service lines and outbound aftersales care. In order to provide a consistent brand experience, they needed the calls to be managed just as they would in house by Asahi’s team.
That meant the operators taking the calls would require extensive knowledge of the Asahi UK range of products and their aftersales processes.
Your Business Voice’s Solution
Initially Your Business Voice® provided a team of operators to respond directly to Asahi’s initial requirements of supporting customer service and outgoing aftersales calls as required. Having now worked together for a number of years, the service Your Business Voice provides has changed and evolved with Asahi’s requirements as they have grown as a business.
One example of this is Asahi’s increasing emphasis on customer experience and personalisation. As Asahi looks to personalise the customer experience more, the support Your Business Voice provides has been invaluable in ensuring that callers can always talk to a real person whenever a call comes in.
Similarly, as Asahi have moved towards more of an automated platform, Your Business Voice® has helped them to ensure they still capture calls from important and frequent callers. Asahi and Your Business Voice® work together to maintain the knowledge base of the Your Business Voice operators via regular calls that keep the team up to date with what’s happening at Asahi UK.
The Outcome for Asahi UK
Today, Your Business Voice® support Asahi in a number of activities, from managing inbound customer service enquiries, providing outbound aftersales calls, and ensuring calls are answered 24/7 to support Asahi’s premium service offering.
As well as helping with day-to-day enquiries, Your Business Voice allow Asahi to flex to meet spikes in call volume, and to manage calls during seasonal periods such as Easter, summer, and Christmas when call volumes are higher and many staff want to use their annual leave.
Going forward, Your Business Voice® will continue to provide support to Asahi’s customer service team as required, working with them closely to ensure that Asahi’s customers always receive the exceptional customer experience you would expect from a premium beer brand.