Big online retailers usally don’t let customers peak behind the scenes. Only very recently have they ramped up personalised customer service so with some retailers it is possible to have a sole contact person manage your ‘issue’ from start to finish.
Gaining a behind the scenes look into the giant online bike shops is still a rare opportunitity but recently online retailers recognise that customers want to identify with them. Knowing a shop and the exchange also creates a sense of belonging for customers.
Earlier this year, Dave Everett was welcomed on behalf of CyclingTips into the Chain Reaction Cycles in Ballyclare, Northern Ireland. While it is a promotion excercise by world’s number 1 retailer, with focus on their inhouse brand, Vitus (with French origins) there are a few valuable snippets of information. Everett suggest that CRC have 60 staff looking after customer support.
Images and article on CyclingTips: A tour of the Chain Reaction Cycles headquarters