Ep. 29: Setting up a multibrand customer support team (Feat. Fabrice Dowling, Global Head of Customer Care at HeliosX)

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In this episode of Support Insights, we catch up with Fabrice Dowling the Global Head of Customer Care at HeliosX.

HeliosX is a group of healthcare brands (Dermatica, MedExpress, PharmacyLab) that run different business models and, as a result, have very different approaches to customer service.

Having seen exponential growth during the pandemic, Fabrice was tasked with organising and optimising a customer service department that spans the three brands.

Sounds complicated, right?

In the interview, Fabrice shares with us the challenges of setting up multi-brand support.

We cover the metrics, tones of voice, quality assurance, influencing leadership, and building a strong team culture.

There's a lot to learn in this episode for anyone interested in improving their CS division, especially those looking for a blueprint while their company acquires or expands service lines.