02.5 Customer care
artemide.com
webinar
The customer and their relationship with the Group are key to a
trusting and lasting relationship, which is why the Group takes
care of its customers through several channels. In addition to
the traditional toll-free number, the main tool is the website’s
dedicated contact section staffed by a specific department to
provide prompt assistance and communication to those who
request it.
The various questions and reports collected on social networks
are managed by dedicated resources within the Communications
department. The Group has implemented CRM systems in all
European and American subsidiaries with the aim of maintaining
customer relations and managing commercial relationships
professionally and effectively. In support of new tools such as
the Artemide App, a dedicated Help-Desk service has been
introduced in both Italian and English, to guarantee an immediate
and qualified assistance via phone or ticket.
In 2019, an invitation-only webinar programme was set up,
transversally dedicated to internal and external professionals
working with Artemide products worldwide. In this way, providing a
deeper knowledge of the product and its technological innovations
in support of a better service to the end-users. What happened in
2020 led to the intensification and diversification of this webinar
program dedicated to architects and retailers as well as to internal
staff who work with customer care and product orders.
Communication is increasingly shifting towards digital tools,
supporting and partially replacing paper-based instruments.
As a result, the artemide.com website has been restyled as a
responsive platform providing contents and services dedicated to
lighting, design enthusiasts and professionals. Many are the levels
of detail of the various sections, all enriched with new content
and images. Navigation is quick and intuitive through increasingly
image-driven paths that help create a personalised experience,
enabling each user’s own perspective on the Artemide world; as
such, users are always just a few clicks away from getting to the
information they seek.
Artemide Factory, Pregnana Milanese, Photographed by Elliott Erwitt
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