Hamleys of London Limited is the finest toy shop brand in the world. With a legacy of over 250 years, Hamleys is known for it’s toys, entertainment and service. The company is owned by C. Banner, a large Chinese fashion wear conglomerate. The flagship store of Hamleys is set in Regent Street, London and has over seven floors., with more than 50,000 toys for sale. It is considered one of the most prominent tourist attractions, receiving around five million visitors each year.
Head of customer service at Hamleys, Vaughan Potter, took the decision to move away from their existing customer support tool, Boldchat, to a more versatile solution that would be fit for purpose as this level of customer service expectation increased, and the customer service operation scaled up.