How VCommon doubled their Shopee store response rating with Zaapi

VCommon, is as a prime example of effective customer service management amidst a high volume of sales. Handling over 10,000 orders monthly across their Facebook Page, Shopee and Lazada stores, VCommon was faced with the challenging task of efficiently managing customer inquiries from multiple sales channels.

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The Challenge

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As VCommon's business grew, so did the volume of customer inquiries, especially regarding sales and their presence on marketplaces like Shopee and Lazada. This surge quickly overwhelmed their customer service team, particularly when managing inquiries across multiple stores. Admins had to constantly switch between different accounts, logging in and out just to respond to customer questions, which created a fragmented and inefficient process.

As a result, VCommon struggled with slower response times on Shopee, which led to a lower store rating. This, in turn, decreased their visibility in search results, directly affecting sales. Faced with these challenges, VCommon recognized the urgent need for a solution to consolidate their customer service efforts into a single, streamlined platform.

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Having a low store rating was significantly impacting our sales, especially on Shopee, where response time plays a critical role in visibility and customer engagement.

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The Solution: Zaapi

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Understanding the urgency of addressing their customer service challenges, VCommon turned to Zaapi. This platform provided a centralized hub to efficiently manage customer inquiries across multiple sales channels, with a particular focus on Shopee, helping to streamline operations and improve response times.

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The Results

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After implementing Zaapi, VCommon saw significant improvements in their customer service operations:

Effortless Store Switchingว: Zaapi's Saved Filters feature allowed VCommon's administrators to quickly and easily switch between chats from different Shopee stores. This streamlined navigation enabled faster responses to customer inquiries, leading to a noticeable boost in their overall response rating.
Enhanced Response Rating: During the trial period, VCommon's response rating saw a remarkable increase from 30% to 70%. This dramatic improvement directly impacted their store rating and search visibility, resulting in higher sales and greater customer satisfaction.

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"The remarkable increase in our response rating, thanks to Zaapi, has completely transformed our store's performance and visibility. We are now better equipped to efficiently handle customer inquiries, regardless of volume."

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Conclusion

VCommon’s successful adoption of Zaapi has transformed their customer service management, significantly improving efficiency. By consolidating customer inquiries from various sales channels into a single, unified platform, VCommon achieved remarkable gains in response times and overall service quality.

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As a result, their response rating improved, boosting their store rating, search visibility, and ultimately, sales performance. VCommon's experience with Zaapi is a powerful example for businesses facing high volumes of inquiries in the e-commerce space, showcasing the clear advantages of a centralized approach to customer service management.

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