Customers think you are no longer working?

The ability to control communication and find a way to respond to every customer.

The online shop faced the problem of a rapidly growing customer base and the owners could not cope with all customer requests themselves. They hired several customer service representatives who worked from home, but did not define any specific policies or workflows for support calls.

This meant that the shop's customer service quickly descended into chaos. Every customer service representative used a different way of communicating with customers: some used the phone, some sent emails, some even used their personal WhatsApp accounts. It's like in the picture - everyone is driving different cars and creating unnecessary traffic when everyone could be on the same bus. They also didn't have the possibility to register any information about ongoing customer service issues. This means that you as a customer can contact customer support for help and get 3 different answers from 3 different representatives using 3 different methods of communication.

The solution, of course, was to streamline communications into a single system where everyone can see the demand progress. Communication methods were limited to phone calls and text messages.