Castle C boosted its chat response rate by over 50%

About Castle C

Castle C is a leading cosmetics and skincare retailer in Thailand, representing over 300 brands and offering more than 1,500 SKUs. With both online and offline storefronts, the company is committed to elevating Thai cosmetic brands to the global market, ensuring local beauty innovations reach a wider audience.

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Today, the Zaapi team had the privilege of speaking with Mr. Michelle Bermann, Chief Commercial Officer of Castle C. He shared insights into the company's journey in the cosmetics industry and how Zaapi has played a role in enhancing their sales and customer engagement.

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The Challenge

Castle C enables customers to shop seamlessly across multiple online channels, including Facebook, Instagram, Shopee, and Lazada. However, managing customer inquiries across these platforms became increasingly complex, leading to slower response times and, at times, missed chats. With a vast catalog of over 1,500 SKUs, Castle C receives more than 100 customer inquiries per channel daily, making it challenging to filter and categorize customer types effectively. This inefficiency not only impacted customer service but also affected the company’s ability to maximize sales opportunities.

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"With a limited number of admins, we needed a solution that could streamline our workflow and make it easier for our team to manage customer inquiries efficiently."

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How Zaapi solved Castle C's problems

Zaapi's chat integration system immediately streamlined Castle C's admin operations from day one. Its user-friendly interface and compatibility with both desktop and mobile devices made it incredibly convenient for the team. By consolidating chats from all sales channels, Zaapi eliminated the complexity of switching between accounts, allowing the admin team to respond faster. This not only improved response times but also boosted sales closure rates. Additionally, Castle C's management could easily track the performance of their team, ensuring more efficient customer service and better insights into overall operations.

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The Results

Chat response rates soared by over 50%

By leveraging our solution, chat response rates across Facebook, Instagram, LINE OA, Shopee, and Lazada surged by an average of 50%, enabling admin teams to promptly address inquiries and close deals more efficiently—resulting in faster and more effective customer service.

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Manage chats systematically

Zaapi นอกจากใช้งานง่าย แล้วยังมีฟังก์ชันการใช้งานที่หลากหลาย เช่น การติดแท็ก และการสร้างฟิลเตอร์ ทำให้แอดมินสามารถแยกประเภทลูกค้าออกเป็นประเภทย่อยต่าง ๆ ทั้งตามช่องทางแชท และติดตามสถานะออเดอร์ เพิ่มความเป็นระบบในการติดตาม Follow-Up แชทต่าง ๆ ได้ดียิ่งขึ้น Zaapi isn’t just user-friendly; it also offers powerful features like tagging and customizable filters. These allow admins to categorize customers by chat channel and order status, ensuring more efficient follow-ups and better management of customer interactions.

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Key Features and Benefits

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Custom Labels

The admin team utilizes the customer tagging feature to categorize chats, seamlessly integrating with the loyalty points system for members. This functionality simplifies and streamlines member data management.

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Saved Filters

With chat filters, the admin team can easily track and separate chats by status—such as unread, read, or additional tracked chats—ensuring no message is overlooked.

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Quick Reply

The quick reply feature helps the team respond to delivery status inquiries with pre-written messages, ensuring faster responses and consistent communication that aligns with the brand’s voice.

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"Zaapi's intuitive interface streamlines admin tasks, making workflows faster and more efficient. It significantly enhances customer service, status tracking, and accelerates deal closures."

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Follow CastleC

• LINE OA: @castlec
  
• Instagram: castlec.bkk

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Zaapi is a chat integration system designed for businesses and online stores, connecting social media and e-commerce platforms including Facebook Page, Instagram, LINE OA, as well as marketplaces like Shopee and Lazada.

New customers can try the Zaapi chat integration system for free for 7 days.

Want to learn more ?

You can reach out to our team through any of the following channels:

• LINE OA: @zaapi
• Facebook Page: Zaapi Thailand
• Tel: 096-927-1729
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Chat, Sell, Scale - The All-in-One Conversation and Commerce Hub