A major variety of conversations Nestasia offers are repetitive in nature.


Table of Contents


Challenges

1. Asking prospects repetitive questions as a consequence of lack of context

2. Incapability to rapidly reply to all buyer conversations successfully

3. App not responding or crashing as a consequence of the sheer quantity of messages


Problem

Nestasia is a fast-growing residence decor model with a variety of merchandise from India and throughout South East Asia. Whereas they have been initially capable of handling help manually, as their operations scaled, the variety of conversations turned extraordinarily difficult to deal with. 


They have been on the lookout for an answer the place a number of brokers may handle help on the internet from one dashboard. And have conversations with extra context to scale back each response instance and determination charges. 


Resolution

Viewing all the client info as quickly as they’re messaged

Earlier when prospects reached out with queries like “The place’s my order?”, Nestasia needed to ask them for his or her order quantity and wait for his or her response. And even as soon as they had it, they needed to change forwards and backward between their messaging app and Shopify. This meant an extended drawn-out dialog asking the purchasers repetitive questions each time that they had a question.


However, with DelightChat’s deep Shopify integration, all conversations are linked to orders. They know all the things a couple of buyers and their buy historical past as quickly as they obtain a message. This has resulted in context-driven conversations saving time for each client and agent alike. 


Sending product info & images with simply two-clicks

Like several (profitable) eCommerce retailers, Nestasia receives a ton of queries requesting extra info, images, and costs of their merchandise. This required a forwards and backward to know which product a buyer was speaking about and the handbook work of copying and pasting descriptions or attaching images throughout a number of apps. 


Nonetheless, with DelightChat’s Buying function, they will immediately seek for the product in query inside the dashboard and share all/any of the product info, images, and costs with simply two clicks. 


Delighting prospects with instantaneous responses

Queries associated to order standing, delivery, refunds, cancellations, and many others. Manually responding to all these queries not solely meant longer ready instances for patrons however decrease agent productiveness by having to manually kind out every one of those replies. And that’s to not point out the occasional typo or two creeping in both. 


However, with DelightChat’s Quick Reply function, primarily based on the character of the question, they choose one of many pre-made (totally customizable) templates to ship full responses with simply two clicks. As their group put it "What earlier have been two-hour issues at the moment is a matter of some minutes''. 

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