How Forma Rue turns customer feedback into a conversation
Forma Rue uses outbound AI calls to gather product feedback and follow up promptly on online complaints, while also answering inbound customer calls.
Forma Rue is a clothing brand that uses Golub Voice to stay close to its customers after a purchase. Its agent reaches out for feedback and calls customers who raise a complaint online, giving them a chance to explain their experience in their own words.
Customer care that reaches out
For Forma Rue, the phone agent is more than a way to answer incoming calls. Outbound conversations are its main use: checking in with customers about their products and listening to what worked well or could be improved.
A conversation gives customers room to describe their experience beyond a short review or message. It also gives the brand more context for the next step in customer care.
A complaint starts a conversation
When a customer files a complaint online, the agent calls promptly to understand more about the situation. It asks follow-up questions and captures the details, helping the team understand the concern before continuing the conversation.
The aim is simple: acknowledge the customer, listen carefully and make the issue easier for the team to follow up on.
Available in both directions
Forma Rue also uses its agent for inbound calls, so customers can reach the brand as well as hear from it. Together, incoming calls and proactive outreach make the phone a practical part of the brand’s customer relations.
By using Golub Voice for feedback and complaint follow-up, Forma Rue gives customer care a more personal rhythm: a conversation after the purchase, with context for the people who take it forward.
