In e-commerce, the shopping experience is often associated with product quality, pricing, or delivery speed. However, another factor is just as important: the quality of the support customers receive before, during, and after placing an order.
At Poppers Aromas, customer service and after-sales support are about more than handling complaints. They represent an essential point of contact between the company and its customers. In an industry where discretion, confidentiality, and clear information are particularly important, every conversation helps build a relationship based on trust.
Louise and Lucy embody this approach every day. Louise has been overseeing customer service for several years, while Lucy primarily supports English-speaking customers. Together, they make sure that every request receives a response and that every customer gets the assistance they need.
We spent a day with them to learn more about how a customer service team operates when speed, attentive listening, and personalized support are at the heart of the experience.
A team dedicated to listening to customers
It is 8:30 a.m. at the Poppers Aromas offices. Louise opens her inbox and finds 47 new messages waiting for her. Next to her, Lucy starts the day with a clear priority: responding promptly to requests received by email, chat, and social media.
At Poppers Aromas, generic replies are never a substitute for human contact. Every customer may be in a different situation. Some may need information about a product, while others may want to locate a package or ask questions about the confidentiality of their order.
The team’s goal is straightforward: understand each request, provide accurate information, and offer an appropriate solution.
Louise: Experience dedicated to quality
Louise has been responsible for after-sales support for four years and has an in-depth understanding of how the company operates. In addition to handling more complex cases, she coordinates communication with the logistics team and contributes to the continuous improvement of internal procedures.
“I’ve watched the company grow. In the beginning, we handled everything manually. Today, our processes are much more structured, but we’ve preserved what matters most: the human side of customer service.”
Her experience also allows her to anticipate potential difficulties. When the same question comes up repeatedly, she may suggest updating a product page, adding an answer to the FAQ section, or creating dedicated informational content.
In this way, customer service does more than answer existing questions. It also helps improve the information available to future customers.
Lucy: Support adapted to an international audience
Lucy has been part of the team for two years. Her work focuses primarily on supporting English-speaking customers and adapting communication to the expectations, habits, and cultural differences of each person she assists.
“Our customers come from all over the world, from the United Kingdom and the United States to China, South Africa, and various European countries. We need to adapt our tone and our approach while maintaining the same high level of quality.”
Louise and Lucy bring complementary skills to the team. Louise contributes her experience and overall understanding of the service, while Lucy strengthens Poppers Aromas’ ability to communicate with an international customer base.
Their shared goal is to provide clear, respectful, and professional support, regardless of the customer’s language or location.
A service focused on finding solutions
“We’re not simply a complaints department. Our role is to find solutions.”
For Louise, this statement captures the team’s mission. Customer service plays a role before, during, and after every purchase. The team supports customers at each stage, answers their questions, and helps make the shopping process simpler and more secure.
Customers may contact the team about:
- Choosing between different products
- The features of a specific product
- Order tracking
- Delivery issues
- Return conditions
- Discreet shipping
- General product information
- Important precautions
“Our mission is to make the shopping experience easier. Some customers are deciding between two products, while others need information after receiving their order. We’re here to guide them through every step.”
Customer service at Poppers Aromas is available Monday through Friday from 9:00 a.m. to 4:00 p.m. via the contact form.
An organization designed for fast responses
Having Louise and Lucy on-site makes it easier to coordinate with the marketing and logistics teams. When a package needs to be located or a specific detail needs to be verified, they can quickly obtain reliable information.
This structure allows the team to handle requests more accurately and reduces the risk of providing inconsistent answers.
Mornings focus on urgent requests
Between 8:30 a.m. and 1:00 p.m., the pace of work increases. New emails arrive, the chat becomes more active, and social media notifications require ongoing attention.
Louise and Lucy organize requests according to their nature and level of urgency.
“Our goal is to make sure no customer is left without an answer. No one wants to wait two days to find out where their package is or to receive important information.”
In 2025, the team handled more than 19,000 conversations. The average initial response time was 18 hours, while follow-up responses were sent, on average, within five to six hours.
The introduction of live chat has helped speed up the handling of simpler questions.
“Previously, every request came through email, which quickly created a significant workload. Now, common questions can be resolved within minutes through chat. This allows us to dedicate more time to complex situations.”
Afternoons focus on follow-up and continuous improvement
Afternoons are mainly dedicated to following up on open cases and analyzing customer feedback. The team may contact shipping providers, check the status of a delivery, or identify issues affecting multiple customers.
This information is later used to improve the company’s content and procedures.
“This part of the work is less visible, but it’s essential. If several customers ask the same question about a product, it probably means we need to explain the available information more clearly.”
Customer service therefore goes beyond responding to individual requests. It also transforms customer feedback into specific opportunities for improvement.
Shipping confidentiality is a priority
One of the most common questions concerns shipping discretion. For many customers, receiving their order in plain packaging is an important consideration before completing a purchase.
Lucy regularly answers questions about the packaging, the information shown on the parcel, and the sender’s identity.
“For some customers, especially those placing their first order, this is a major concern. That’s why we clearly explain that packages are discreet and that the packaging contains no explicit reference to the products purchased.”
This focus on confidentiality reflects a broader understanding of customer expectations. Many people want to receive their order without attracting attention from family members, neighbors, or roommates.
The team’s role is to address these questions seriously, respectfully, and clearly, without judgment and with all the information customers need.
Providing information and guidance before purchase
Customer service also plays an important role when someone is unsure which product to choose. In these situations, the team does not simply recommend the most popular option.
Instead, they first try to understand the customer’s expectations, level of experience, and any specific needs they may have. Questions may relate to:
- The type of experience the customer is looking for
- The general context in which the product will be used
- Whether this is the customer’s first purchase
- The features they consider most important
- The precautions they should be aware of
“We don’t just sell a product. We also provide guidance. Someone with no previous experience could easily choose an option that does not match their expectations or be unaware of certain precautions. Our role is to help customers make an informed decision.”
This approach helps reduce unsuitable purchases and improve satisfaction after delivery. It also distinguishes Poppers Aromas from an online store focused solely on completing a quick transaction without providing meaningful support.
All information provided should be understood as general guidance. Customers should always read the product instructions and comply with the laws and regulations applicable in their country.
Handling dissatisfaction with care and speed
A delivery delay, a misunderstanding, or a product that does not meet expectations can quickly lead to frustration. For the Poppers Aromas team, these situations must be taken seriously. Problems should not be minimized, and excuses are not a solution.
“We’re not looking for excuses. We’re looking for solutions.”
Handling an issue is based on several key principles: listening to the customer, verifying the facts, responding quickly, and proposing a solution whenever necessary. Empathy also plays an important role.
“When a customer understands that their request is genuinely being taken care of, the situation can change quickly. Frustration can turn into appreciation.”
The ability to rebuild trust is one of the most rewarding aspects of the job.
“Difficult situations are not just limitations. They are also opportunities to demonstrate the quality of our support.”
The results can be seen on customer review platforms. On eKomi, Poppers Aromas has more than 14,600 reviews and an average rating of 4.5 out of 5.
The company is also expanding its presence on Trustpilot, a platform recognized by an international audience.
“We still have relatively few reviews on Trustpilot, but that’s precisely why we want to become more active there. Our customers should be able to find testimonials on the platforms they use and trust.”
2025: A year of structure and optimization
The year 2025 marked a new stage for Poppers Aromas customer service. Working methods were strengthened through the introduction of new tools, process optimization, and ongoing team training.
Today, performance is evaluated using several indicators, including:
- Average response time
- Customer satisfaction levels
- The percentage of requests resolved during the first contact
- The number of reopened cases
- The most common reasons for contacting the team
These indicators help identify areas for improvement without sacrificing personalized support.
“Today, we work in a more structured and measurable way than before. However, we have never wanted to sacrifice quality for speed.”
Ludo, CEO of Poppers Aromas, also emphasizes the importance of finding the right balance between fast handling and accurate responses.
“If we focus only on handling time, we risk reducing the quality of our answers. That can lead to more reopened requests and greater customer dissatisfaction.”
Content shaped by customer questions
Poppers Aromas maintains an evolving FAQ based on the questions most frequently received by its customer support team. The chatbot provides visitors with quick, helpful answers and seamlessly connects them with a team member when more personalized assistance is needed, especially before placing an order.
In 2025, the company also introduced a glossary to make key industry terms easier to understand. Together, these resources make product information more accessible, help customers make more informed decisions, and reveal new opportunities to clarify the topics that matter most to them.
Personalized attention for every order
At 4:30 p.m., the workday comes to a close. Louise reviews the latest requests one final time, while Lucy finishes an English-language chat conversation. All outstanding messages have been handled.
“Customer service is not just about answering questions. It also helps build trust and turn an occasional buyer into a loyal customer.”
Customers who feel well supported are more likely to shop with the company again and recommend it to others. Behind every Poppers Aromas order is a team that provides information, reassurance, and practical solutions.
After-sales support often goes unnoticed when everything works as expected. However, its importance becomes most visible during moments of uncertainty, waiting, or difficulty.
At Poppers Aromas, the goal is to provide support that is discreet, responsive, and human. Customer service is not limited to processing requests. It actively contributes to the quality of the entire shopping experience.
