Fashionable shoes don't have to be expensive or uncomfortable. With that mindset, Daan Baeten started the brand Nubikk back in 2012. The brand grew quickly. They started off selling boots for women, but now also sell clothing and different types of accessories for both men and women. The company is active in countries throughout Europe and has plans on taking over the rest of the world in the future.
When you want to excel in the world of e-commerce, offering high-quality customer service is essential. In order to keep up with the growing number of customer interactions, e-commerce manager Michael Slagman introduced the use of Trengo.
The challenge: work together on customer conversations
When Nubikk started their webshop back in 2015, they received all questions from customers via email in Outlook. As time progressed, they added more channels. With every channel, the process became a bit more complex. "First we added a phone number. Later, we also became active on social media and added a live chat to our website. We had to constantly monitor these channels individually," says Michael.
"Everybody in the team needs direct access to the entire context of customer cases without having to bother a team member."
Monitoring all these channels individually cost the team a lot of time and caused confusion. They spent a lot of time looking up old conversations with customers. What had other colleagues discussed with them? What did we agree on internally? "We also work with part-timers, so you can't always ask your colleagues," says Michael. "Everybody in the team needs direct access to the entire context of customer cases without having to bother a team member."
The solution: one inbox for all channels
To get a clear overview of all conversations with customers, Nubikk connected all their channels to Trengo. "We now don't have to keep an eye on all of these channels individually anymore. That saves us a lot of time," says Michael.
When customers contact them via live chat, they usually expect a fast answer. A lot faster than they would via email. That's why Michael's team aims to reply to each chat message within five minutes. "People that reach out via live chat usually have pretty straight-forward questions. In the inbox, you can see via which channel a message has come in. That makes it easy for us to prioritize which conversation to pick up first."
"In the inbox, you can see via which channel a message has come in. That makes it easy for us to prioritize which conversation to pick up first."
Customer service teams often have to deal with reoccurring questions. For many e-commerce businesses, these questions are about delivery times or questions about the supply. "That's why we now use quick replies to save time and answer our customer faster", says Michael. "Quick replies are standardized answers to frequently asked questions that you can easily personalize."
The result: each conversation gets handled within the right context
The Nubikk team has access to the right context by using customer profiles in Trengo. "Trengo really saves us a lot of time that would usually get lost to looking up old conversations. We always know what was discussed prior and can easily pick up conversations where they left off. If needed, we can also look into what was discussed internally. All within the same thread," says Michael.
"We always know what was discussed prior and can easily pick up conversations where they left off."
"Even when we all started working from home earlier this year, it didn't harm our communication. Because we are all in the same inbox, you can stay in contact. That's why we barely had to make any adjustments to how we work."