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Challenges
1. Switching between tabs to manage support from multiple channels meant they weren’t able to prioritize queries.
2. They didn’t have any context about who was messaging and had to spend a lot of time digging through the Shopify dashboard for information.
3. It was hard to see what other team members were doing and collaborate internally on tickets.
Problem
Anveshan is a food brand that aims to provide high-quality products that are natural, healthy, and chemical-free. All while empowering farmers by helping them add value to their raw products and effectively market them.
They were initially using Limechat to manage support on Whatsapp. But still had to manage support on Email, Facebook, and Instagram from their respective dashboards. Which was both tedious and time consuming.
Moreover, without the Shopify integration, they didn’t have much context about the queries they were receiving. Leading to even more tab-switching and asking customers repetitive questions.
But then, they discovered DelightChat.
And have since been able to manage all their tickets from one dashboard, collaborate internally and automate repetitive tasks.
Here’s a peek into how Anveshan have been using DelightChat to streamline their support, save time, and delight customers with exceptional support.
Solution
Responding with fast and useful messages across channels
Like most ecommerce brands, Anveshan receive messages across multiple channels. For them these channels are WhatsApp, Email, Facebook, and Instagram. In that order.
Before they’d try to handle all the queries on one channel before moving on to the next. This not only meant their first response times were taking a hit but also that important queries were not being seen in time.
But now they view all their support tickets across channels on one unified dashboard. Which means they get an overview of all their tickets at a glance, allowing them to prioritize what’s most important.
They now handle all queries as they come irrespective of the channel. Which has resulted in faster response and resolutions times across the board.
"We don't feel even like we're getting messages from different channels anymore. It's made support extremely visible and easy to prioritize."
Having shorter, contextual conversations with the Shopify integration
Another major problem that Anveshan faced was constantly having to switch back and forth between their messaging app (or four in their case) and the Shopify dashboard.
But with DelightChat’s deep Shopify integration, they can view all customer order information and their purchase history as soon as they receive a message. Right on the app.
So they've been able to provide updates, sharing tracking information, etc. a lot faster.
Plus they’re not forced to ask repetitive questions to their customers. And can instead have context-driven and personalized conversations based on their shopping history.
Collaborating internally to ensure customers receive the best response every time
If you have multiple people managing support, there’s definitely going to be some level of collaboration between your team required. And it’s no different for Anveshan.
While before they needed a separate channel altogether for this. Now they can talk to each other privately right from their support app.
Anveshan uses features like ticket assignments and mentions to loop in the most relevant team member for each query. And private notes to leave any information that could be helpful for their teammates.
And they also know exactly which team members are viewing or responding to a ticket at any given time with the collision detection features. So they've avoided sending duplicate responses to the same query altogether.
