Hirsch's Customer Story

From humble beginnings to a retail powerhouse

Hirsch’s started in 1979 as a small family-run business in Durban, South Africa. With just R900 in savings, Allan Hirsch, an appliance repairman, and his wife, Margaret, opened their first showroom on Umhlanga Rocks Drive. Through dedication, hard work, and a commitment to exceptional customer service, Hirsch’s has grown into a household name with 19 branches and concept stores across the country. Today, under the leadership of CEO Richard Hirsch and Brand Manager Luci Hirsch, the company continues to set the standard for excellence in home appliances and electronics.

Adapting to a digital-first world

For over 40 years, Hirsch’s built its reputation on personalised, in-store customer service and traditional marketing methods such as newspapers, flyers, and radio. However, the COVID-19 pandemic forced a radical shift.

"The way we connect with our customers had to evolve rapidly," explains Devashen Govender (Executive Marketing Manager at Hirsch’s). "We had to rethink our entire strategy to focus on fast, digital communication."

Recognising that customers now expect instant support, Hirsch’s embraced a digital-first approach. This meant finding a technology partner that could help deliver the same personal touch through modern communication channels.

Meeting customer expectations in a digital age

As Hirsch’s transitioned to a digital-first approach, they needed a platform that would make it easier for customers to reach out with questions, get support, and receive real-time updates.

"We were looking for a solution that would help us maintain our high standards of customer service while adapting to new communication trends," says Devashen. "CM.com provided exactly what we needed."

CM.com: Faster, smarter, more efficient communication

Partnering with CM.com enabled Hirsch’s to enhance their customer experience by integrating WhatsApp Business and Live Chat into a centralised agent inbox, CM.com’s Mobile Service Cloud solution."We now have a single platform where our team can respond to customer inquiries faster, generate sales, and provide updates on orders," says Devashen Govender.

The impact was immediate. The new system streamlined communication, increased response rates, and improved customer satisfaction. "With CM.com, our team’s productivity has soared. We can monitor chats in real-time, ensuring no customer is left waiting," Devashen adds.

A seamless onboarding and a lasting partnership

The implementation of CM.com’s solutions was seamless. "It was quick and efficient, making it easy for our team to get up and running," Devashen Govender (Executive Marketing Manager at Hirsch’s) notes. But beyond the technology, it was CM.com’s commitment to exceptional service that stood out. "They treat their customers the same way we do—with care, respect, and a focus on delivering the best experience possible."

Looking ahead: A fully integrated omni-channel experience

With the success of their digital transformation, Hirsch’s is now looking to expand its use of CM.com’s capabilities.

"We want to leverage customer data more effectively to create tailored marketing campaigns and enhance our 5-star service guarantee," says Devashen. "CM.com is the perfect partner to help us take our customer communications to the next level."

Customers first

By embracing digital innovation while staying true to their legacy of exceptional customer service, Hirsch’s continues to set the gold standard in retail. With CM.com as their trusted technology partner, they haven’t just adapted to a new era of communication—they’re thriving in it.

Seamlessly blending cutting-edge digital tools with their customer-first approach, Hirsch’s is redefining the shopping experience, ensuring every interaction is faster, smarter, and more personalised. As they look toward the future, one thing is certain—Hirsch’s unwavering dedication to their customers is now supercharged by the best in digital communications technology.