LDLC, with its President Laurent de la Clergerie at the head, has always shouted it loud and clear: taking care of your customer relations is essential in business. Saying it is one thing… proving it is another! With a historic score of 19.66/20, and for the 10
th
consecutive year, the leading IT brand in France was voted Customer Service of the Year, in the Technical Product Distribution category*. The 205 mystery customer contacts in the test tried everything but nothing fazed the approximately 60 LDLC customer advisors. Their recipe? Active listening, IT expertise and quite simply the desire to do well. LDLC customer service can be reached 6 days a week by telephone, email, on social networks or via chat. High availability of the e-merchant which responds to more than 550,000 requests per year.
Laurent de la Clergerie, Founding President of the LDLC Group, speaks about this 10
th
reward : ”
We did it ! By being voted Customer Service of the Year 10
th
times while achieving our best historical rating, we mark a decade of excellence and commitment to our customers. Over the years, our team has transformed every challenge into an opportunity, exceeding all expectations. We continue to look to the future with our sights set on the promise of continuing this tireless quest for innovation and customer satisfaction. »
Availability, accessibility and proximity
Since the start of the LDLC adventure in 1996, the company has chosen internalized customer relations. The approximately 60 LDLC customer advisors work today from the Group’s headquarters in Limonest (Lyon region). They even have a 4-day week, since LDLC made this emblematic choice more than 2 years ago. They have a smile, yes, but so does their pace, with more than 550,000 requests processed each year! Better still, with an average telephone support waiting time of 12 seconds, the brand can pride itself on responsiveness and efficiency. What could be better…
19.66 / 20 the rating of excellence
The Customer Service of the Year Election is an award that rewards the quality of customer services by sector of activity. LDLC is part of the “Distribution of technical products” category. Between May and July 2023, for 8 weeks, 205 tests were carried out on the different LDLC contact channels. 130 telephone calls, 40 emails, 10 contacts via social networks, 10 chat conversations and 15 Internet browsing sessions assessed the responsiveness and relevance of the responses of 60 LDLC customer advisors.
The results are clear: telephone support by an advisor is 12 seconds, a response rate of 100% on social networks in just 36 minutes, or even a response in 21 seconds on chat… An excellence that There is more to demonstrate for LDLC, which has always placed customer satisfaction at the heart of its operations.
LDLC has been the specialist in the sale of computer and high-tech equipment since 1996.
The brand, through its website and more than 80 stores, has a product catalog of more than 30,000 references and 1,500 brands.
LDLC also offers PC troubleshooting and repair services, as well as custom assembly. In 2023, it stands out by extending the warranty for all its products, free of charge, from 2 years to 3 years. With up to 25,000 packages shipped every day, LDLC has been voted Customer Service of the Year* for the 10th consecutive year.
*Technical product distribution category – BVA study – Viséo CI – More information on escda.fr
GROUP PROFILE
The LDLC Group is one of the first companies to launch into online sales in 1997. Today, a specialized multi-brand distributor and a major player in e-commerce in the IT and high-tech market, The LDLC Group targets individuals (BtoC) and professionals (BtoB). It operates through 15 brands, has 7 merchant sites and has more than 1,100 employees.
Awarded several times for the quality of its Customer Relations, recognized for the efficiency of its integrated logistics platforms, the LDLC Group is also developing a network of own or franchise stores.
Find all the information on the website www.groupe-ldlc.com
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