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Challenges
- Collaborating between multiple stakeholders (different departments, vendors, and partners) and customers.
- Using a helpdesk solution not specifically designed for ecommerce.
- Paying for every single agent using Freshdesk.
Problem
The Nestery is a rapidly growing premium online marketplace for parenting and children's products.
They were initially using Freshdesk to manage support. But as their operations scaled and the team grew, Freshdesk’s 'per-agent' pricing model meant it wasn’t a sustainable solution.
They were looking for a tool where multiple members from different departments (Customer Ops, Vendor Ops, Cataloging, Brand onboarding, Marketing and Community) and other stakeholders could seamlessly collaborate on conversations to provide delightful service to their customers. All without burning a massive hole in their wallet.
Enter: DelightChat
Here’s how The Nestery have been using DelightChat to simplify their support operations.
Solution
Onboarding all their stakeholders onto one platform at a flat fee
The Nestery were initially using Freshdesk to manage support. However many of their tickets needed collaboration between multiple users. And Freshdesk’s ‘per agent’ pricing meant paying for members from six different departments. Which cost a pretty penny each month.
But with DelightChat, they’ve been able to onboard all their stakeholders at a flat fee. And this has resulted in different teams like Customer Ops, Vendor Ops, Brand Onboarding, Marketing, etc. all collaborating and working seamlessly to ensure their customers receive prompt and effective support.
Managing conversations across different channels from one single dashboard
The Nestery receives the bulk of its customer queries via email. However, a lot of their customers are also active on social media channels like Facebook and Instagram. Which meant constantly switching between tabs to respond to conversations across channels. Plus the occasional query slipping between the cracks and being missed completely.
With DelightChat, they’ve been able to view and respond to all conversations across channels from one single dashboard. And this even includes things like responding to comments on Facebook posts with likes, replies, and DMs without ever having to leave DelightChat.
Responding instantly to repetitive customer queries
A significant number of conversations The Nestery deals with are repetitive in nature. Queries related to order status, shipping, refunds, and cancellations, etc. Manually responding to all these queries not only meant longer waiting times for customers but lower agent productivity having to manually type out each of these replies. And that’s not to mention the occasional typo or two creeping in either.
But they’ve made full use of DelightChat’s Fast Reply feature to create a number of templates based on their most commonly occurring scenarios. Now depending on the nature of the query, they select one of the pre-made (fully customizable) templates to send complete responses with just two clicks.
