Striving to Be the Best E-Retail Service Center on the Planet
公司规模
200-1,000
地区
- America
国家
- United States
产品
- Zendesk
- Sprout Social
- LiveChat
- GoodData
技术栈
- Customer Service Software
- Social Media Monitoring
- Performance Analytics
- Chat Software
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 电子商务
- 零售
适用功能
- 销售与市场营销
服务
- 系统集成
- 培训
关于客户
ModCloth is an online retailer specializing in vintage-inspired fashion and decor. The company started from a college dorm room and has grown to almost 300 employees, serving over one million customers. ModCloth's customer care team is dedicated to providing excellent service but faced challenges as the company scaled. They required a more efficient system to handle the increasing volume of customer interactions and improve their support processes.
挑战
ModCloth, an online retailer of vintage-inspired fashion and decor, faced challenges in managing their growing volume of customer interactions. Their manual support process was inefficient, leading to longer response times and difficulty in integrating with existing tools. The customer care team needed a solution to efficiently manage customer conversations, shorten response times, and integrate seamlessly with their existing tools.
解决方案
ModCloth evaluated several customer service software solutions and chose Zendesk for its ease of use, cost-effectiveness, and rich features. The implementation of Zendesk allowed ModCloth to streamline their workflows, track ticket trends, and integrate various channels and tools. The customer care team utilized macros for faster responses to FAQs, organized support tickets with custom views, and set up triggers to route requests to the right people. Integration with tools like Sprout Social, LiveChat, and GoodData further enhanced their capabilities. Additionally, ModCloth's advertising team used insights from customer interactions to create informative banner ads, reducing support requests.
运营影响
数量效益
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