Introduction
Karmart, a well-established retailer of beauty and cosmetics products based in Southeast Asia, has been a key player in the industry for over four decades. With a diverse product portfolio that includes popular brands like Cathy Doll, SKYNLAB+, and BROWIT, the company operates over 21 branches in Thailand. Despite their longstanding success, Karmart faced a substantial challenge in managing customer interactions efficiently, given their extensive presence across various online channels and multiple brands.
The Challenge
Karmart's business landscape was characterized by multitude of brands and an extensive online presence across platforms like Facebook, Instagram, LINE, Shopee, and Lazada. This decentralized approach created a significant obstacle for their customer service team. Customer inquiries and chats were pouring in through multiple channels and spanning various brands, leading to operational inefficiencies and longer response times.
"We have previously struggled with keeping track of all customer inquiries across our many brands. With Zaapi, we can easily see everything in once place and simply filter by the brands within the same inbox."
The Solution: Zaapi
Karmart recognized the need for a comprehensive solution that could streamline their customer service operations. After conducting thorough research and evaluation, they found Zaapi to be the ideal platform to consolidate and manage all customer interactions from diverse channels in one centralized location.
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The Results
Within just 1-2 months of implementing Zaapi, Karmart witnessed remarkable improvements in their response times (Service Level Agreements or SLAs) by an impressive 30%. This improvement was a game-changer for a business of Karmart's scale and high chat volume. It had a substantial impact on their ability to close sales promptly and elevate customer satisfaction levels having a direct impact on overall company revenue.
Key Features and Benefits
Karmart found several features of Zaapi particularly valuable in addressing their customer service challenges.
1. Unified Inbox
The ability to combine all customer chats from various channels into a single inbox allowed Karmart's customer service team to respond more efficiently without the need to switch between platforms. This streamlined workflow significantly reduced response times across all of their brands.
2. Customized Labels
Zaapi's customizable label functionality enabled Karmart to categorize and organize customer inquiries based on their relevance and priority. This feature helped them navigate their inbox effortlessly and focus on critical issues.
3. Admin Assignment
Zaapi's chat assignment feature allowed Karmart to distribute customer inquiries among different administrators. This balanced the workload across the customer service team and provided visibility into who was handling specific customer queries.
"Our admins love the label functionality; it makes so much easier to keep track of the most urgent customer inquiries"
Conclusion
Karmart's successful implementation of Zaapi revolutionized their customer service operations. By consolidating their customer interactions into one unified platform, they achieved a 30% reduction in response times, thereby enhancing their ability to close sales promptly and ensuring higher customer satisfaction. Zaapi's customization and assignment features further optimized their workflow, providing a scalable solution for a global cosmetics retailer with diverse brands and multiple online channels. Karmart's experience serves as a compelling case study for businesses looking to improve customer service efficiency in an omnichannel environment.
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Want to learn more ?
You can contact our team via any of the channels below:
- LINE OA: https://page.line.me/548lapnz
- Facebook Page: Zaapi Thailand
- Tel: 096-927-1729
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