Challenges
1. Managing conversations from multiple channels like WhatsApp, Email, Facebook, and Instagram in a prompt and effective manner as orders grew from 50 to 2500.
2. Finding a helpdesk that had built-in Shopify integrations while also being easy to understand and use.
3. Understanding how well the support team was performing and identifying areas of improvement.
Problem
Fabric Pandit is one of India's premier online destinations for natural cotton fabrics, handcrafted cotton linen face masks, printed & embroidered fabrics, and pure scarves & stoles.
As their number of orders grew, so did their support queries. And they began looking for a dedicated tool to help streamline their conversations across channels.
They explored different helpdesk solutions like Freshdesk and Gorgias. But found that either they didn’t have the necessary integrations a Shopify store needed or had an extremely tedious onboarding process that required a lengthy learning curve.
All while costing an arm and a leg.
Until they found DelightChat.
Let's take a closer look at how Fabric Pandit has been using DelightChat to improve their support operations.
"With DelightChat, we are now able to easily track everything. We're able to handle tickets faster and ensure that no query gets missed out on. And the analytics has helped us set internal benchmarks that we're using to continue improving our response times and resolution rate."
Solution
Managing queries across channels while scaling orders from 50 to 2500
Fabric Pandit was looking for a scalable support solution to manage queries across all their channels (WhatsApp, Facebook, Instagram, and Email). And with DelightChat they’ve been able to do just that. They can now easily keep track of all their orders and conversations from one single dashboard.
Additionally, the deep Shopify integration allows them to get a detailed overview of a customer (their order history, current order status, etc.) as soon as they're contacted. Helping their agents have meaningful, context-driven conversations without having to ask repetitive questions.
Plus they’ve been making full use of the internal collaboration features like mentions and private notes so that every response they send is addressed or handled by the person on their team best equipped to do so.
Automating common queries with rules and delighting customers with instant responses
A significant number of queries that Fabric Pandit deals with are repetitive in nature. Ones related to pricing, order status, refunds, and cancellations, etc. But they’ve been able to efficiently manage such tickets with DelightChat. All without involving their agents. How?
They've set rules that trigger an automated response whenever a query matches certain pre-defined variables. For example, when Fabric Pandit receives pricing queries on social media, customers immediately receive a response with the relevant pricing page link with a note saying they’ll be contacted via DM.
And this ensures that customers receive prompt and useful information without even having to talk to a support agent.
Measuring how well the team is performing with in-depth reports
Another major challenge Fabric Pandit (like most stores not using a dedicated support tool) faced was understanding how well their support was performing.
But with DelightChat they've been able to get an overview of their most important support metrics like total tickets received, first response times, and one-touch tickets, etc. All at a single glance.
Plus they get to dive deeper into each to see how well different agents, channels, or automation rules they’ve set are performing. Allowing them to double down on their best performing areas and address those which need improvement.
