Always available, even after business hours

With thousands of stores across Europe and millions of weekly shoppers, Action has become a true retail phenomenon. Its rapid international expansion has also led to a significant increase in customer enquiries and social media interactions. Consumers don't just shop during office hours; questions about products, promotions and opening hours peak during evenings and weekends.

For Action, maintaining a consistently high level of customer service outside regular business hours was essential. The challenge was to build a highly flexible, multilingual and cost-efficient customer care operation capable of scaling effortlessly during peak retail seasons, while preserving Action's straightforward and approachable tone of voice.

RIFF took full ownership of Action's out-of-hours customer care operation and integrated a scalable multilingual support team into the existing customer service organisation.

• Europe-wide omnichannel support
  Since 2016, RIFF has handled all social media interactions and digital customer enquiries during evenings (until 10:00 PM) and throughout weekends.

• Multilingual native-speaking specialists
  A dedicated team of native speakers supports Action customers in their own language, including Dutch, French, German, Romanian, Croatian and Slovenian. This ensures a consistent local brand experience across Action's key European markets.

• Seamless back-office integration
  By working within the same systems and maintaining short communication lines, RIFF ensures a smooth handover to Action's in-house customer service team at the start of each business day.

Through its strategic partnership with RIFF, Action has successfully elevated its international customer experience. The retailer is now available to customers 365 days a year, exactly when they need support most.

RIFF's flexible teams enable Action to absorb unexpected peaks during holidays, seasonal campaigns and major promotions without compromising quality. Customers across Europe receive fast, personal and high-quality support in their own language. The result is not only faster issue resolution, but also stronger online brand reputation and increased customer loyalty across millions of Action shoppers.