Customer service agents
Countries
of calls resolved in under 1 minute
Wonderbox has built its reputation on a powerful promise: it is all about helping people create unforgettable moments—whether it’s a gourmet dinner, an adventurous getaway, or a relaxing spa day. Wonderbox has expanded to over 14 countries, delivering more than 25 million incredible experiences. Their dedication to top-notch service even earned them the ‘Customer Service of the Year 2024’ award.
But how does Wonderbox achieve this level of excellence while handling millions of interactions annually across 14 countries in 11 languages? The answer lies in its partnership with Diabolocom, which has transformed both customer and employee experiences.
Customer service: The heart of Wonderbox’s growth
Founded in 2004, Wonderbox quickly established itself as Europe’s leading gift box provider. Operating in 14 countries, the company offers unique experiences, from skydiving adventures to gourmet dinners and boutique getaways.
In this highly competitive market, where emotions and surprises drive success, outstanding customer service is a critical differentiator. Wonderbox understands this and has made customer relations a strategic priority.
“Most of our customers prefer contacting us by phone, with voice interactions making up 60% to 80% of all inquiries,” explains Nathalie Laumet, Wonderbox’s Customer Service Director.
To meet these expectations, Wonderbox maintains an in-house customer service team of over 200 agents spread across multiple European locations. Their mission is to provide every customer with a personalized experience that matches the brand’s promise. This dedication to quality hasn’t gone unnoticed, earning Wonderbox the French “Customer Service of the Year” award in both 2020 and 2024.
Meeting the challenge of rapid growth
However, the path to excellence wasn’t without its challenges. When Nathalie Laumet took over as Customer Service Director in 2015, she inherited an outdated telephony system that struggled to meet the demands of a rapidly expanding international business.
“We had major technical issues—instability, dropped calls, interruptions,” she recalls. “At one point, 30% of calls were being repeated due to poor call quality. It was a nightmare.”
Recognizing the need for a fresh start, Wonderbox sought a new solution capable of supporting its ambitious goals. The requirements were clear:
- Crystal-clear audio quality and rock-solid stability
- An intuitive interface with advanced features to simplify agents’ tasks
- Personalized call handling powered by a 360° customer view
- Streamlined collaboration across internal teams
- Scalability and multilingual support to facilitate international growth
Following a competitive selection process, Diabolocom emerged as the clear choice.
We switched to Diabolocom because it met all our requirements. It was a complete game-changer.
A transformative partnership with Diabolocom’s CCaaS Platform
To support its objectives, Wonderbox needed a robust, adaptable platform tailored to its needs—and Diabolocom delivered.
It’s easy to use, design, modify, and customize. The Diabolocom team is incredibly responsive and understands our needs perfectly.
Scaling without losing the personal touch:
- Smart IVR (Interactive Voice Response): Accurately routes calls to the appropriate agent by qualifying customer requests in advance.
- CTI Integration with Salesforce: Automatically displays customer information for personalized interactions, while enabling self-service options and providing a comprehensive interaction history.
- Dynamic Call Scripts: Adapts in real-time based on the customer’s profile and reason for calling.
- Real-Time Supervision Tools: Enables managers to monitor performance and make quick adjustments.
These tools have significantly improved both efficiency and service quality, with 90% of calls now resolved in under a minute.
Additionally, the seamless implementation process left a strong impression.
The Diabolocom-Salesforce integration was incredibly quick and smooth. It felt like pressing a button and having it all set up.
Partnership and technology: The Diabolocom difference
What sets Diabolocom apart is not just its technology but its commitment to partnership. Another key strength of Diabolocom lies in its complete control over the entire production chain—from developing the solution to integrating it seamlessly into business ecosystems and monitoring its use by operational teams. The team actively supports Wonderbox in adopting the platform and navigating organizational change, offering tailored guidance every step of the way.
Whether it’s the project team or account managers, Diabolocom is always there when we need them.
This partnership has also proven invaluable for addressing the specific needs of Wonderbox’s international markets.
“We asked Diabolocom to add new languages to the system for our overseas subsidiaries,” says Laumet.
They delivered quickly and with great flexibility, enabling us to move forward confidently with our global expansion.
Creating unforgettable customer experiences at scale
By choosing Diabolocom, Wonderbox solved critical operational challenges and set a new standard for customer service excellence. With improved efficiency, 90% of calls now resolved in under a minute, and tools that empower agents to deliver personalized experiences, Wonderbox has seamlessly scaled its operations across 14 countries and 11 languages.
This partnership has not only supported their global growth but also ensured that every customer interaction reflects the personal touch and quality that define their brand.
