Who are we kidding..
LuxyList has never been at the bottom! But shout out to Drake.. Who we lovvve daydreaming is one of our secret superfan Gifters. It’s been a while since we’ve provided our LuxyList family with some blog goodness, so here we are! Ready and oh. so. EXCITED to share a few juicy updates about what we’ve been up to and what’s coming next!
We would like to start off by saying that we’re truly grateful for the outpouring of support we’ve received from day one. Your love and loyalty has meant the world to us. We’ve grown from a small team of 4, with the vision of making the gifting scene more secure and luxurious, to a team of more than 10 enthusiastically fulfilling our purpose of serving the world with an effortless, discrete, and luscious gifting experience.
We never imagined that THIS much growth would have come THIS quickly, but we’re here for it and we’re embracing our hard earned success!
The Elephant in the Room…
There have been gifting delays as our growth has exploded. However, we want to assure you that although we are experiencing some growing pains, we’re here to provide you with the best customer service possible while we work on reducing these delays. Our goal is the smooth and easy process you’ve come to expect. So please know that we hear you. We understand. That’s why we’ve taken actions to address all feedback so we can get back to serving you the best we can.
How We’re Improving Things
Here’s a snapshot of what we’ve been working on to speed up gift processing and Gift Support Squad response to inquiries:
- We’ve increased the number of team members that facilitate gift fulfillment and oversee the resolution of customer challenges. We are ready to meet the demand that we are receiving and ensure that your challenges will be promptly addressed. These new team members are overseen by our new CTO, as well as the SVP of Gift Support Operations.
- We are conducting a company-wide system overhaul. Our new leaders are committed to improving our current systems to facilitate improved safety, privacy, gifting policies, customer experience, communication, automation and overall expansion of our tools.
It will take some time for us to completely roll out these changes. But they are already in motion, and as such, we humbly ask for your continued patience as we work on improving our service.
Streamlining the Process for Communication & Direct Resolutions
Our new team recently got together to discuss the most feasible options that allow us to balance the changes, an increase in open communication, and faster delivery of results.
The first step will be prioritizing the requests and matters for escalation that are sent through our customer service email. Using [email protected], you will be able to submit your specific questions and concerns. Our Gift Support Squad will directly address these messages, ensuring they are treated with urgency.
This will temporarily replace our Direct Message options on our social media channels, allowing us to quickly pivot and respond. Once we’re fully on-line with our new systems, we will be able to re-extend our customer management efforts to all platforms where we have a presence.
The Future Looks Bright!
It’s definitely been a journey up to this point. And we certainly don’t take for granted that you have chosen to stick with us during this time of transition and expansion. We will continue to work hard to deliver on our promises and are grateful for your patience and support!
The future’s looking bright, and we can’t wait for you to see it!
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