Customer service - why is it so important at ANSIN?

“Customer service shouldn't be just a department. Customer service is the responsibility of all employees.” – Ken Blanchard

Have you ever walked away from a store feeling disappointed due to unsatisfactory customer service? Most of us, unfortunately, have experienced this situation at least once. That's why, as customers, we often approach purchases with a certain amount of trepidation and skepticism.

When building our brand, we immediately knew that we wanted to provide our customers not only with the highest quality materials and products, but also with the highest quality experiences with our team . So, what is the basis of our communication with you? How do we approach our customers' suggestions? We'll discuss that in today's article!

Who is a customer for ANSIN?

While it may seem that a brand is solely created by a company's employees, at ANSIN we take a slightly different view. While most decisions, tasks, and commitment are ours, the greatest driving force behind brand development are our customers.

The very first products introduced in the store were created precisely because of the needs of customers Zosia, the brand's founder, encountered. She works as a personal stylist, so while shopping with her clients, she had the opportunity to observe their needs. It turned out that their wardrobes lacked high-quality undershirts that would remain invisible under white shirts. These were also unavailable on the market. So, we took on the challenge and, in response to these needs, created the invisible Miss and Mr. Invisible T-shirts and the Miss Mellow Top . These models have transformed the style of many people – allowing them to wear sheer shirts or blouses with ease, concealing underwear while providing thermal comfort. Although these products have been available in our store for almost four years, they continue to surprise and gain popularity. And it's all thanks to our customers, who spread the word about these styles.

It's our customers who truly shape our brand – the suggestions we receive every day influence our decisions regarding new models . This feedback allows us to be even better and meet the highest expectations.

A good example where customer feedback was crucial for a new product is the Miss Fancy model. This was our first bodysuit with such a low-cut neckline, and when creating its first version, we opted for a slightly shorter torso. After the first batch of this model, we received numerous feedback from you about your experiences . You were delighted with this model; the new neckline completely stole your hearts. We also received a suggestion to slightly lengthen the body. Together with the team, we decided to sew this variant and test it. Shortly after, the Miss Fancy bodysuit was back in stock, this time in a "longer version."

This launch took place several years ago, and we still operate in the same way. Your feedback is a guide for creating new products! We also pay attention to what you tell us about models we've already created.

In March 2023, our first Miss Chic and Miss Chic Summer shirts debuted. We received numerous messages about your impressions of these designs, but we decided to take it a step further – we wrote to several people ourselves. We asked them to describe their impressions and share suggestions for the future. Several people mentioned that they preferred wider cuffs, so we came up with the idea to meet your expectations! We added a slight widening of the cuffs to the template for our perfect linen shirt. Some people also honestly admitted that they would like to see a shirt with a slightly more classic cut in our product range. As you can tell from our approach to customer service, this feedback immediately reached the production department. The entire team is already working on the new shirt design.

Our team has created a dedicated chat for this type of information – a special group where we share suggestions and product ideas. Below is an example of a message Patrycja from our marketing department sent – ​​it was a suggestion for a new shirt cut from a client. The response was quick! Zosia, who is responsible for new designs, responded immediately ⤵️

Improvements we've already made

In addition to improvements strictly related to our products, we are still working on changes that aim to make shopping at ANSIN even more enjoyable and, above all, simple.

Our website has recently undergone many changes – not only its appearance but also its functionality. Sometimes technical limitations arise that are difficult to overcome. However, we're not giving up and are looking for solutions that will allow us to implement the changes you've written about in your messages. We started with filters on the website – currently, you can filter styles by price, category, and color. One of the most important changes was the photos – most of our styles now feature close-ups illustrating the fabric's texture and color, as well as special, model-free photos that show the cut of the product. You can see an example of these photos below:

Additionally, on each product page, in addition to standard information about material composition, model details, and care instructions, a review panel has been added. This section includes user experience from customers who have already purchased the product, expert opinions, and detailed information about length, size, and color (warm, neutral, cool). Here, you can also ask any questions you have about a specific product. This is an area that is constantly evolving, so expect to see more interesting features!

Of course, customer service, for our brand, is not only about responding to your messages, but also listening to your needs, advising, analyzing, and implementing new solutions that improve the shopping experience. To fully realize these goals, we need more than two pairs of hands! That's why our team has expanded. At the beginning of the year, Kasia joined us and has been in constant contact with customers by phone and email for three months now. We know that conversations with the entire customer service team: Kasia, Ewa, and Marta, always take place in a pleasant atmosphere – you've written about this many times! These aren't the only changes in terms of contact – as you probably know, we're less available on weekends. This is when we rest and recharge for the challenges of the following week. During this time, it may take us a bit longer than usual to respond to your inquiries. We wanted you to know when you might receive a message from us, so we introduced dedicated automation for Instagram and Facebook. Any message you send us over the weekend or holidays receives an immediate response, letting you know when we'll contact you. This streamlined approach ensures you'll receive a response and allows us to follow up on your inquiries during business hours.

 

The biggest change recently was something you might have experienced when making exchanges or returns. Previously, although your parcels also arrived at our warehouse in Zamość, we oversaw the processing of requests from Krakow. We analyzed the entire process, spent many hours modifying it, and finally developed a solution that has significantly streamlined the exchange and return process in our store. Currently, Asia and Ania are overseeing the entire process directly from the warehouse in Zamość. Thanks to them, you'll receive a response to your requests even faster, and the processing of returns or refunds will typically take a maximum of two business days. Furthermore, we have even more time to review your feedback from the forms – we carefully record them and draw conclusions for our production. It's worth noting that several other people in Zamość – Monika, Marta, and Milena – are also overseeing the shipment of your orders. The girls are in constant contact with us and constantly monitor order fulfillment to ensure the highest standard! :)

Improvements we are working on

We wouldn't be ourselves if we stopped at just the above changes. We're constantly working on further improvements that will make visiting ANSIN an even better experience!

A project currently on our priority list is another change to the returns and exchanges process. We are currently implementing improvements that will allow for faster form completion, easier shipment processing, and, as a result, even more detailed information about the next steps in the process. Implementing the new convenient returns system involves a series of activities and website updates – we can't wait to share this project with you!

Another important element of the changes in our store is the refresh of the information tabs . Many of them will soon be undergoing changes, and the content there will be updated. Thanks to the suggestions and questions you send us daily, we already know what information should be added to the website. Expect many of your questions to be added to the " Questions and Answers " tab soon!

Where can you contact us? 

You can find us in many places - we make sure that contacting us is as easy as possible!

Our primary workspace is email ( sklep@ansin.pl ) and phone ( +48 577 907 444 ). This is where our customer service team answers your questions. Marta, Ewa, and Kasia are a close-knit team who ensure order fulfillment, share suggestions with the rest of the team, and above all, engage in conversations with you! We know you love interacting with them – we receive messages every day about how pleasantly surprised you are by their empathy, clarity of communication, and professionalism.

Additionally, we're also available on Instagram , Facebook , the ANSIN Facebook group , and our newsletter . Our marketing team, Patrycja and Monika , are responsible for communicating with you there. Besides publishing content and creating photos and videos, they also answer your questions. We know you enjoy this form of communication—and we're not surprised! It's a pleasure to chat with you on these channels!

Satisfied customers are our best advertisement

ANSIN is a store we're creating together with you. Beyond our primary goal of producing top-quality basic clothing, it's always been important to us that our products meet our customers' expectations . They should meet your needs, complement your style, and be a pleasure to wear. We want them to last for years, so we strive to combine your suggestions with our experience in the fashion industry – this is how we create new designs and build a wonderful relationship with our community.

Every person who finishes shopping at ANSIN with a smile on their face is a reason for us to continue . This shows us that the work we put into developing the brand can benefit someone. Conversations with you allow us to better understand your perspective on fashion and create styles that are missing from the market. The articles we write answer your most frequently asked questions and delve into fashion topics. The posts we publish daily allow us to share fashion tips and inspire you to experiment with your wardrobe.

They say that if we do something with passion, we do it at the highest possible level. That's exactly what we strive for at ANSIN – to ensure that our interactions with you are filled with professionalism, kindness, and above all, understanding. If our projects and activities bring someone joy, it's the best proof that the work we put into ANSIN goes beyond just creating new clothes. Thank you for being with us 💛

And if you'd like to learn more about our work, be sure to join our newsletter or Facebook group . We regularly add articles, interesting facts, and tips!

Monika from ANSIN