Challenges
1. Asking customers repetitive questions due to lack of context
2. Inability to quickly respond to all customer conversations effectively
3. App not responding or crashing due to sheer volume of messages
Problem
Nestasia is a fast-growing home decor brand with a range of products from India and across South East Asia. While they were initially able to manage support manually, as their operations scaled, the number of conversations became extremely challenging to handle.
They were looking for a solution where multiple agents could manage support on the web from one dashboard. And have conversations with more context to reduce both response times and resolution rates.
Enter: DelightChat
"When we first got started, I didn't know what to expect but having used it now for some time, DelightChat has become an integral part of our customer support team"
Here’s how Nestasia leveraged DelightChat to make their customer support operations more efficient:
Solution
Viewing all the customer information as soon as they’re messaged
Earlier when customers reached out with queries like “Where’s my order?”, Nestasia had to ask them for their order number and wait for their response. And even once they had it, they had to switch back and forth between their messaging app and Shopify. This meant a long drawn-out conversation asking the customers repetitive questions every time they had a query.
But with DelightChat’s deep Shopify integration, all conversations are linked to orders. They know everything about a customer and their purchase history as soon as they receive a message. This has resulted in context-driven conversations saving time for both the customer and agent alike.
Sending product information & photos with just two-clicks
Like any (successful) ecommerce store, Nestasia receives a ton of queries requesting more information, photos, and prices of their products. This required a back and forth to understand which product a customer was talking about and the manual work of copying and pasting descriptions or attaching photos across multiple apps.
However, with DelightChat’s Shopping feature, they can instantly search for the product in question within the dashboard and share all/any of the product information, photos, and prices with just two clicks.
Delighting customers with instant responses
A significant number of conversations Nestasia 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 with DelightChat’s Fast Reply feature, based on the nature of the query, they select one of the pre-made (fully customizable) templates to send complete responses with just two clicks. As their team put it "What earlier were two-hour things are now a matter of a few minutes''.
