Karmart improves chat response rates 30% with Zaapi

Introduction

Karmart, a leading beauty and cosmetics retailer in Southeast Asia, has been a trusted name in the industry for over 40 years. With a wide range of popular brands like Cathy Doll, SKYNLAB+, and BROWIT, the company operates more than 21 branches in Thailand. Despite their longstanding success, Karmart faced the challenge of efficiently managing customer interactions across multiple online channels and brands.

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The Challenge

Karmart's business landscape was marked by a diverse portfolio of brands and a broad online presence across platforms like Facebook, Instagram, LINE, Shopee, Lazada and TikTok. However, this decentralized approach posed a challenge for their customer service team. With customer inquiries flooding in from multiple channels and covering various brands, the team struggled with operational inefficiencies and extended response times.

"Managing customer inquiries across our many brands used to be a challenge. With Zaapi, we now have everything in one place and can effortlessly filter by brand within the same inbox, streamlining our workflow."

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The Solution: Zaapi

Recognizing the need for a more efficient solution, Karmart set out to streamline their customer service operations. After thorough research and evaluation, they found Zaapi to be the perfect platform to centralize and manage customer interactions from multiple channels in one place.

The Results

Within just 1-2 months of adopting Zaapi, Karmart saw a remarkable 30% improvement in response times (Service Level Agreements or SLAs). This was a game-changer for Karmart, given their large scale and high chat volume. It significantly boosted their ability to close sales faster, enhance customer satisfaction, and ultimately drive a positive impact on overall company revenue.

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Key Features and Benefits

Karmart discovered that several key features of Zaapi were instrumental in overcoming their customer service challenges

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1. Unified Inbox

Zaapi’s unified inbox feature allowed Karmart to consolidate customer chats from multiple channels into one central hub. This streamlined approach enabled the customer service team to respond more efficiently, reducing the need to switch between platforms and significantly cutting down response times across all brands.

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2. Custom Labels

With Zaapi’s custom labels, Karmart could categorize and prioritize customer inquiries based on relevance. This functionality made it easy to navigate their inbox, ensuring that critical issues were addressed swiftly and efficiently.

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3. Agent Assignment

Zaapi’s chat agent feature empowered Karmart to evenly distribute customer inquiries among different team members. This improved workload balance, while also providing clear visibility into who was managing each query, ensuring more organized and effective responses.

”Our admins appreciate the label functionality— it makes it incredibly easy to prioritize and track urgent customer inquiries.

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Conclusion

Karmart has long been a leading cosmetics manufacturer and importer, consistently evolving to find new tools to support their customer service team and enhance the quality of customer care. By implementing Zaapi’s chat integration system, Karmart saw a remarkable 30% improvement in SLA, enabling faster and more efficient customer service. With Zaapi, there's no need to switch between accounts to respond to chats, which is crucial in an era where consumers can purchase across multiple channels. Choosing a system that meets consumer needs swiftly and efficiently has become a key factor in streamlining operations and driving business success.

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