How Zaapi helped VCOMMON more than double its Shopee store rating
VCommon, a prominent player in Thailand's thriving e-commerce sector, has emerged as a model of efficient customer service management in the face of a substantial volume of sales. With a staggering 10,000 monthly orders spread across their Facebook Page, Shopee store, VCommon faced the formidable challenge of managing customer inquiries originating from multiple sales channels.
The Challenge
VCommon's remarkable success brought with it s surge in customer inquiries, particularly on sales and marketplaces like Shopee and Lazada. This surge left their customer service team overwhelmed and strained, particularly when managing inquiries across multiple stores. Admins were forced to navigate between different stores, logging in and out to respond to customer inquiries. This fragmented approach resulted in a poor average response time on Shopee, leading to a lower store rating. A diminished store rating meant reduced visibility in search results, negatively impacting sales. VCommon urgently needed a solution that could consolidate their customer service efforts into one streamlined platform.
Having such a poor store rating was really harming our sales, particularly on Shopee which puts a real emphasis on store response time
The Solution: Zaapi
Recognizing the critical need for a comprehensive solution to alleviate their customer service challenges, VCommon embraced Zaapi. This platform offered a centralized hub for managing customer inquiries across multiple sales channels, particularly Shopee.
The Results
Following the implementation of Zaapi, VCommon experienced transformative results in their customer service operations:
- Efforeless Store Switching: Zaapi's valuable Saved Filters functionality enabled VCommon's administrators to swiftly switch between Shopee store chats with ease. This efficient navigation allowed them to respond to customer inquiries promptly, improving their overall response rating.
- Response Rating Enhancement: During the trial period, VCommon's response rating surged impressively from 30% to an impressive 70%. This substantial improvement had a direct impact on their store rating and search visibility, positively affecting sales.
"The significant boost in our response rating thanks to Zaapi transformed our store's performance and visibility. We are now better equipped to cater to our customer efficiently, no matter the volume of enquiries.
Conclusion
Vcommon's successful adoption of Zaapi has been instrumental in elevating their customer service management to a new level of efficiency. By consolidating customer inquiries across various sales channels into a single, unified platform, they achieved remarkable improvements in their response rating. This, in turn, ehnanced their overall store rating, search visibility, and ultimately, sales performance. Vcommon's experience with Zaapi serves as a compelling case study for businesses grappling with high-volume inquiries in the e-commerce arena, demonstrating the tangible benefits of a centralized approach to customer service management.
Zaapi is a chat integration system for businesses and online stores, covering social media and e-commerce platforms ranging from Facebook Page, Instagram, LINE OA, and e-commerce such as Shopee and Lazada.
{{cta-button="/cms-injection-content"}}
Want to learn more ?
You can contact our team via any of the channels below:
- LINE OA: @zaapi
- Facebook Page: Zaapi Thailand
- Tel: 096-927-1729
Chat, Sell, Scale - The All-in-One Conversation and Commerce Hub
