BabyBrowns Upgrades Online Store and Announces Customer Service Call Center Expansion

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To better meet the changing needs of its online shoppers and remain competitive in the rapidly evolving eCommerce industry, BabyBrowns launched a completely redesigned web site and announced plans to enhance its customer service call center capabilities.

BabyBrowns, an online baby boutique, announced it launched on October 1, 2011 a completely redesigned online store to better meet the needs of its customers. The new web site (http://www.babybrowns.com) features more user-friendly site navigation, improved search capabilities, mobile friendly web access, enhanced security features, and much more.

Troy and Bethany Beaver are the husband and wife team who purchased the company on August 1, 2011 and now own and operate BabyBrowns from it’s Overland Park, KS location. “We’ve completely reinvented and upgraded our online boutique,” said owner Bethany Beaver. “We listened to feedback from our customers, reviewed online shopping trends, and focused on where we believe we can add the most value. We really approached this from a customer, not a technology perspective.”

BabyBrowns was founded in 2003 and launched its previous web site in 2006. “Our website hadn’t been upgraded in over five years. In the world of technology that doubles in capacity and capability every 18 to 24 months, that puts us 10 years behind,” said Troy Beaver, owner of BabyBrowns. “This is in part about remaining competitive in a rapidly changing environment, but it’s more than bits and bytes for us. It’s about giving our clients what they expect and deserve, and creating compelling experiences that help create satisfied and loyal clients.”

BabyBrowns moved away from an internally customized web site to a completely outsourced model. “We evaluated a number of different shopping cart software companies and ultimately selected an industry leader who has helped many online stores like ours deliver feature-rich shopping experiences that are convenient, innovative, and secure,” said Bethany Beaver. “We also like that our new technology partner will continue to keep us up-to-date because they are continually adding new features and capabilities like a recent enhancement which allows Facebook users to browse and purchase our products without ever having to leave Facebook.”

In addition to the web site enhancements, BabyBrowns is introducing an entirely new branding strategy including a new logo, tag line, colors, and web site design. “It’s important to effectively communicate who you are and what you stand for. BabyBrowns stands for quality, innovation, and service. We wanted that to come through in the look and feel of our logo and tagline, as well as the overall design of our online store,” said Troy Beaver. “We are striving for our tag line—a unique online boutique—to be more than just words, we truly want people to have a differentiated experience that makes them want to come back.”

The pace of change and service improvements won’t stop with the web site overhaul. BabyBrowns is announcing plans to upgrade its customer service capabilities within the next 60 days by offering its customers live telephone support 24 hours a day, 7 days a week. “Our clients are shopping for our merchandise around-the-clock and we need to make ourselves available when and where they want to do business with us. Of course our web site is always ‘on’, but we also want to make sure our knowledgeable customer service representatives are available in case our customers have questions and need to talk to someone,” said Bethany Beaver.

It is not unusual for companies to solve this problem by outsourcing their call center overseas, but BabyBrowns chose a different path. “We decided we would only do this with employees located right here in the USA. We wanted our customers to have the best possible service experience regardless of the cost,” said Troy Beaver. “It’s just another example of how we are working to build a better BabyBrowns for our clients, offering them a little extra, and delivering on our brand promise of being a ‘unique online boutique.’”

About BabyBrowns:

BabyBrowns (http://www.babybrowns.com) was founded under the Browns Family of Companies in 2003, which included BrownsOn5th.com and BrownsLampshades.com. In 2006, BabyBrowns.com was spun off as its own web site to focus on the unique needs of families with young children.

Today, the online baby boutique offers over 1,000 products from nearly 100 of the top brands and designers in the following categories: diaper bags, gear, furniture, decor, bedding, gifts, and more. The company’s mission is “to help families celebrate life in style.” Each year, 10% of the company’s profits will be contributed to charitable causes and faith-based organizations that positively impact the lives of children and their families.

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