Whereas the COVID-19 pandemic shook the world and the e-bike business with it, the pandemic additionally led to an enormous surge in electrical bicycle gross sales.
Practically each firm that supplied electrical bicycles soon found themselves with empty shelves and warehouses.
Between individuals being at house with extra time on their arms, riders exiting lockdowns and itching to spend extra time outside, and commuters on the lookout for socially distant ways to get to work while avoiding public transportation, e-bike gross sales have by no means been larger.
However now that’s created a brand new downside within the business: supporting all of these clients.
Massive e-bike corporations who rely their buyer base within the 1000’s and tens of 1000’s had been already tasked with managing a fastidiously orchestrated customer support steadiness.
However now these programs have been pushed previous the breaking level as numerous new riders obtain bike bins at their doorstep, a small portion of which inevitably include hidden issues.
VanMoof, one of many extra seen e-bike corporations recently because of a big advertising and marketing marketing campaign round its recently released S3 and X3 e-bikes, has acutely skilled this phenomenon.
As reported by BikeEurope, VanMoof’s flashy adverts throughout varied social media platforms are sometimes adopted by a litany of public feedback complaining about buyer assist, or a definite lack thereof.
And whereas this certainly represents only a small portion of its buyer base, VanMoof noticed gross sales greater than double almost in a single day, that means even a small variety of complaints had been sure to extend as properly.
As co-founder Ties Carlier defined:
“There’s a number of frustration, I do know. Even when it’s only some p.c of consumers that’s nonetheless approach an excessive amount of. We calculated in about 1% – 1 out of 100 bikes inside the first week or so would have one thing vital sufficient for a buyer to offer us a name. However that seems to be nearer to 10%.
Our subsequent frontier is to rework our enterprise by constructing a full assist ecosystem round each rider.”
And VanMoof isn’t alone, after all. Everybody has been compelled to up their sport.
Rad Power Bikes, the biggest electrical bicycle firm within the US, started rising the scale of its buyer assist workforce as soon as the e-bike shopping for growth started.
Founder Mike Radenbaugh defined in a name with Electrek a number of months in the past within the early days of the pandemic:
“We’re already hiring like loopy, our buyer assist workforce is as much as about 40 or 50 proper now, I’m not even certain. It’s arduous to maintain monitor. We must be as much as round 70 within the subsequent month or so.”
Different electrical bicycle corporations discovered themselves in the same boat.
Lectric Ebikes launched the $899 Lectric XP simply over a yr in the past, which grew to become one of many greatest runaway successes of 2019. Throughout the e-bike shopping for spree of 2020, Lectric Ebikes launched a followup within the type of the Lectric XP Step-Thru.
Anticipating the large enhance in buyer assist wanted through the one-two punch of COVID-based shopping for frenzy and a brand new product launch, Lectric Bikes started rising its customer support workforce.
The startup additionally employed a Director of Operations to usher in exterior experience and expertise, serving to additional enhance the corporate and buyer assist system within the midst of a massive run on e-bikes across the country.
As Co-founder Levi Conlow defined in a name with Electrek:
Bringing in our new director of operations has been an enormous profit. She obsesses over efficiency and particulars. We first advised her about our rivals and the way they’ll have wait occasions of days for emails and wait occasions of hours for calls, and the way we thought we had been doing alright since we had telephone wait occasions of round 20 minutes and possibly as much as a day for emails. However she got here in and stated ‘Nope, that’s not high-quality by me.’ She wished these numbers introduced all the way down to 97% of telephone calls being answered in beneath one minute and emails being handled extra like a buyer chat with fast responses. She wished to make us turn out to be probably the most obtainable electrical bike firm. And somebody with that sort of imaginative and prescient, it impressed all of us to get behind it. And now I’m assured in saying we now have the most effective if not THE finest buyer assist within the business now.
Evidently, the electrical bicycle business has been put beneath large strain by the skyrocketing demand for e-bikes.
It’s unavoidable that some clients will sadly expertise issues, however the business as a complete seems to be properly on its technique to bettering service throughout the board.
And you may make certain that any firm that doesn’t choose up the slack will rapidly discover themselves shamed in numerous social media feedback and threads.
Now we wish to hear from you! Have you ever had any experiences recently, good or unhealthy, with e-bike firm customer support? Tell us within the remark part under!
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