Challenges
So, let’s look at the few challenges we have identified and those affecting the brand's customers' experience.
One of the major issues was handling customer communication. Sending email notification manually to customers about order updates and shipping confirmation was time consuming and liable to make mistakes.
Another issue we identified was customer support. Their team used to answer each query manually, which often leads to slow response. It dissatisfied their customers and left them frustrated.
Also managing inventory manually had become a difficult task. Updates across sales channels were not always synchronized, which resulted in mismanagement or stockouts.
The next and last challenge was the procedure of collecting customer feedback was not consistent. They missed out important data and social proof of customers, as there was no streamline process to request feedback following purchase.
Solution
To overcome these challenges, we created a strategy to bring automation to operations, ensuring a smooth transition and maximum budget.
Automating Customer Communication
As customer communication was one of the major issues and it was our top priority. First, we have integrated Klaviyo and Shopify to automate all behavior based emails, including transactional messages and personalized updates. This enabled the deliverability of information on time without any manual efforts from the client’s side.
Enhancing Customer Service Efficiency
Our next challenge was to resolve the customer service response time. Where we have integrated Gorgias, an automation tool built for customer support. Through the utilization of this tool, we were able to bring automation in 30% of responses using macros and rules. This tool helped the client to handle the customers' queries more efficiently, maintaining personal touch.
Streamlining Inventory Management
After solving the customer communication and support, we focused on inventory management. We utilized Stock Sync and Katana to automate the real time update of stock levels across all sales channels. This helped the client in maintaining the stock or inventory data accurate and up to date by reducing the risk of running out of stock.
Automating Review Collection
In our next step we focused on improving the customer feedback. We utilized Loox and Judge.me to automatically send review requests after the client purchase. This time saving solution helped our client to keep consistency and reliability in the feedback collection.
Automating Refund and Return Workflows
In our last step, we focused on simplifying the return and refund process for customers. To automate the process, we integrated Returnly and Loop. Through these tools, the brand was able to handle the workflow automatically, reduce manual intervention, and ensure that customers had a simple and smooth experience while processing returns.
