FabricCable

Customer enquiries are processed by email: hello@urbancottageindustries.co.uk

Email your questions:

- placing orders
- technical
- design
- shipping
- returns
- samples
- missing or incorrect orders

To: hello@urbancottageindustries.co.uk

- we are a team of 15 people
- we ❤ email
- 30 minute average response time (office hours)
- connects to technical & design colleagues who are not contactable by phone
- we now include web & product links, images, video & tracking info relevant to your enquiry

We are aware that some customers prefer telephone. Reasons why we use email outlined below. We hope you'll give it a whirl before freaking out - most folk are pleasantly surprised.

• - Urban Cottage Industries Ltd
• - Registered in England and Wales
• - Company No. 07211785
• - Registered office:
• - Old Trouser Factory | Greenhill Mills
• - Mytholmroyd | HX7 5QF | 0207 193 2119
  
  
  

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  WHY WE ADOPTED 'BY EMAIL' CUSTOMER SERVICE?

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  We're a very fast growing company - more than 450% in the last 2 years - specialising in unique British made products on a next-day basis. We are designers & makers - not call centre people - and we simply couldn't keep up with the huge volume of telephone calls we were receiving. We're hiring new staff as fast as we can but it takes time for them to get up to speed and there is an inevitable risk to the quality and accuracy of information given to customers who telephone. Hard to admit, but true. Email enables us to work faster, smarter and carefully monitor the quality of customer service we offer, ensuring it stays at the very high standards we are renowned for.
  
  Most phone calls relate to lighting components design and technical (prone to safety critical issues) or ordering & shipping (prone to verbal misunderstandings) and subsequently require an email anyway (technical info, tracking details, product images, return form, etc). We continue to grow the export side of our business and our single comprehensive email set up also offers those people a service outside of UK office hours.
  
  We've only ever been an online business and when we started out in 2008 some customers could not believe we did not have a physical shop or a fax machine - both of which are normal expectations now. We're a modern, progressive company, we're employee co-owned and focused on launching fantastic new British made products every single week. We create a real brand new manufacturing based job at least every month. We've developed our own amazing email and web applications to communicate with the outside world. Our future is digital - web & email.
  
  It hurts to say it, but if you are the kind of person who absolutely needs telephone support and are not pepared to have your mind changed by our 'email only' team, we're simply not the right vintage lighting and print company for you.
  
  
  

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  CONSEQUENCES OF 'BY EMAIL' CUSTOMER SERVICE

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  Anecdotally speaking 20% of our customers feel frustrated and hate it (we've even lost some customers) but the other 80% think - on reflection - it's a positive development. They get a better quality of response in exchange for a slight delay and most people think that's a fair swap.
  
  Since implementing, we've also discovered that:
  
  - small annoying mistakes (eg. wrong digit in shipping postcode) have been eliminated
  - it's brought expertise from colleagues who didn't answer phones into the conversation
  - when issues do occasionally arise we can easily find out what went wrong and put it right
  - it's improved training for our many new employees
  - we are able to 'triage' enquiries, ensuring the ones that require an urgent reponse get it
  - we're happier because we're able to consistently manage our workload throughout the day
  
  
  
  
  
  
  
  

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   We ❤ being contacted by email: hello@urbancottageindustries.co.uk

  ✭ fast responses from a whole team of super-skilled & enthusiastic UCI workers ✭

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