Got a question about TWOTHIRDS? The chances are, we’ve heard it all before! Our Customer Service team are experts in finding the right solution for you, and know the answers to our most frequently asked questions by heart.
Considering that our brand is online-only, Customer Service is integral to our overall performance. They are the closest we’ve got to shop assistants, bringing a sense of personality to their professionalism. In 2023, the team has fresh ideas on how to attune their work to the TWOTHIRDS mission, pushing the boundaries of ocean-friendly fashion.
“We believe that by engaging with our customers in a more meaningful way, we can create a unique experience that will help us change the fashion industry.” - Cristhian Lozano
Keen to hear more, we decided to put our own set of questions to Head of Customer Service, Cristhian Lozano. A long-standing TWOTHIRDS employee, Cris is known for his approachability, expertise, and faultless fashion sense.
Cris was too modest to mention that TWOTHIRDS has an impressive 4.5 rating on Trustpilot! Customers frequently cite our great customer service as a reason why.
Meet Veteran Ocean Lover, Cris
1. What are the most common questions our customers ask?
We’re commonly asked:
A. When will I get my pre-order?
B. How to get the right size at TWOTHIRDS?
C. Do we have a store in Barcelona?
2. Is this information available anywhere already?
A. Info about Preorder, yes (See our FAQs and Product Pages), but people who order multiple items are not really sure when the order will arrive and if it will arrive all together (Hint: it will arrive together).
B. Regarding sizing, theoretically, customers have access to the size guide. BUT as always it is difficult to understand 2D silhouettes against 3D bodies. Therefore the team can assist by providing the item’s measurements to the customer to ensure the item will fit and avoid returns. Some simply decide to buy different sizes, try them out, and then make a return.
C. While people sometimes confuse our office for a store, we state in our google profile that we are online-only. If based in Barcelona, customers can visit an independent shop that stocks some TWOTHIRDS styles - Mina Mina.
3. What are you most proud of about Customer Service?
I’m proud of the team and its values and skills.
Each team member has special soft skills such as communication, empathy, and problem-solving, which can be just as important as technical skills when it comes to providing excellent customer service. After all, we are not merely in touch with our customers, but also with a wider community.
We think outside the box and search for sustainable ways to solve customer requests. This can help us stand out and provide unique solutions, tailored for a community with values oriented to sustainability and nature preservation.
Our team is focused on providing the best possible service, along with building strong relationships <3
4. Your favourite piece of customer feedback?
Customer's feedback is always appreciated. Quality, fast delivery and excellent service on our behalf are the most mentioned topics within our reviews.
We know that customers want to feel valued and appreciated; providing them with outstanding service can go a long way in building a strong and loyal customer base. As we have been doing already for 10 years!
5. Anything the CS department is trying to improve?
There’s always room for improvement within our department!
In our pursuit of excellence, we make sure to not only listen to our customers' feedback but also take into consideration the feedback and suggestions from our own company. This enables us to make informed decisions and implement effective strategies that align with our company's vision and goals.
This year, our primary focus is on our customers' journey. We want our customers to see that they are part of something more significant than just buying products from a store. We want to deliver a sense of belonging and foster an environment that cares about ecological awareness and our beloved seas.
To achieve this, we are implementing several initiatives such as personalized customer service, exclusive offers and promotions, and community-driven surveys. We believe that by engaging with our customers in a more meaningful way, we can create a unique experience that will help us change the fashion industry.
Have your own questions for Cristhian and the team?
Write to us using the dedicated contact form. We’re always happy to help!
