Our Story
In 2013 we launched our first WooCommerce store (a store for high-priced cosmetics), which we have grown to 16 countries and 8 languages with more than 11.000 orders anually. Since then, we have launched 4 more WooCommerce stores with different products & target groups that already overtook our initial store in size & volume.
We started by packing orders in our Mom’s garage and Excel bookkeeping, but soon started to scale out and automate everything – and we mean everything.
From the point where a customer places an order to the settlement in bookkeeping and repurchase of inventory, everything is automated (though you can manually intervene at any point in time) – except putting the product in the shipping box 😉
How we automated the backend processes of a customer placing an order:
How we optimised our customer service:
- Using Zendesk Translate powered by Amazon & DeepL we are able to serve customers all over the world, both via email & chat, despite our support staff speaking English only – and only 0.03% of customer interactions think that we are not based in their country.
- Using our Zendesk Merge app, we ensure that any duplicate tickets are immediately identified, to avoid duplicate replies & wasted time.
- Our Zendesk WooCommerce app displays order details & tracking directly in Zendesk to our agents. No tab switching required – leading to a MUCH faster time per ticket.
- To ensure a consistent customer service, our Customer Service Guide provides a decision tree to guide agents through the different scenarios. Additionally, this drastically reduces staff training time.
- Since we operate multiple websites and have multiple email signatures, our mail signature app helps us ensure that the correct signature is applied automatically; additionally saving 21 hours (!) per agent per year.
- All our apps are available for both Zendesk Support & Chat.
