Case Study
Hobbycraft
About Hobbycraft
Hobbycraft is the UK’s leading arts and crafts retailer offering supplies suitable for crafters of all ages and skill levels. In addition, Hobbycraft frequently hosts arts and crafts workshops, fostering creativity and skill-building within their communities. Hobbycraft continues to be a destination for creative enthusiasts across the UK.
Key Objectives
Hobbycraft approached Onhold Studio in 2010, with the aim of enhancing their customer journey over the phone they wanted a streamlined, professional service across each of their 45 branches. They required a clear and easy to follow menu service that included essential details like store directions and open hours, providing a helpful and welcoming experience for customers across all locations.
Our Solution
From the outset, Onhold Studio collaborated closely with Hobbycraft to understand their needs for each branch. We provided custom scripts for each location, integrating key information like which branch they were calling, clear directions to get to the branch, as well as what hours they are available each day. We selected one of our many skilled voiceover artists who could capture the warmth and accessibility that defines the Hobbycraft brand, ensuring each message was both inviting and informative.
Results
Our partnership with Hobbycraft has enabled them to provide consistent, engaging phone messages across all branches. These tailored messages helped to increase accessibility to the store by directing customers to the right locations and answering common queries, easing the workload on in-store staff and creating a smooth, welcoming experience over the phone.
Throughout our 15-year collaboration, Onhold Studio has offered Hobbycraft dependable support during its expansion across the UK. This long-standing relationship highlights our commitment to quality and adaptability, ensuring Hobbycraft’s brand values are upheld on every call, something we scaled for them from their initial query at 45 branches all the way up to where they're at today with 124 branches!
Elevate Your Customer Experience
Ready to elevate your customer experience? From captivating on hold messages to dynamic audio for videos, podcasts and more, we create sound that engages, informs and enhances your brand. Contact us today to make every moment with your audience count.
