Introduction
Keepin, a prominent delivery bag manufacturer, is known for its end-to-end approach, handling everything from initial design to final production. Serving both small and large businesses, Keepin customizes its bag production to meet diverse customer needs. With the increasing volume of inquiries across various sales channels, Keepin faced challenges in managing customer interactions efficiently. To address this, the co-founder of Keepin, Mr. Nott, explained how Zaapi came into the picture, streamlining communication and significantly improving their day-to-day operations. By consolidating customer chat interactions into a single platform, Zaapi enabled Keepin to respond faster, ultimately enhancing their customer service and operational efficiency.
The Challenge
Before implementing Zaapi, Keepin faced significant challenges managing customer interactions across multiple channels, including Facebook, LINE OA, and Shopee. With a high volume of messages for product promotion and customer engagement, their chat agents struggled to keep up. Switching between various accounts resulted in delays in response times and, at times, inconsistent customer support, affecting the overall customer experience.
"Before adopting Zaapi, our admin and customer service teams were managing customer inquiries across multiple channels, which led to slow response times and inefficiencies. We realized we needed a solution to streamline our communication and speed up our chat responses."
The Solution: Zaapi
Zaapi's unified inbox significantly improved Keepin's operations by enabling their agent team to manage and respond to customer inquiries across multiple platforms simultaneously. Whether a customer reached out via Facebook or LINE, their message was seamlessly integrated into the system and responded to as promptly as it would have been on the original platform, improving efficiency and response times.
The Results
After implementing Zaapi, Keepin experienced a significant improvement in chat response times. What once took up to an hour was now reduced to just 10 minutes. This boost in efficiency led to an impressive 70% increase in their Service Level Agreement (SLA) for chat response time, enhancing overall customer satisfaction and service quality.
Key Features and Benefits
1. Quick Replies
Keepin's team relied heavily on the "Quick Replies" feature to efficiently handle common customer inquiries. This tool enabled them to provide quick, consistent responses, significantly streamlining communication and becoming an integral part of their daily operations.
2. Custom Labels
With the Custom Labels feature, Keepin categorized customers based on specific groups—such as new customers, loyal clients, promotional shoppers, or OEM customers. This segmentation empowered the team to tailor their service approach to each customer type, enhancing overall efficiency and satisfaction.
3. Agent Assignment
The Agent Assignment feature allowed Keepin to assign chats to specific team members, optimizing workload distribution across the admin team. This not only streamlined the response process but also ensured that each customer received timely, focused attention.
"Zaapi's mobile application is incredibly reliable and supported by exceptional customer service, making it the clear choice over other available options."
Conclusion
Responding quickly to customer chats is essential for any business, but for businesses offering highly customizable products, it’s even more critical. Zaapi has empowered Keepin to optimize their entire chat commerce operations, ensuring they can confidently respond to every customer as soon as a message is received. With Zaapi’s support, Keepin looks forward to continuing this successful partnership well into the future.
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