Founded in 2012, CHIP.VN is a unique, full-lifestyle shopping destination, with a wide assortment of trendy bags, wallets, purses and so on. The company's goal is to empower clients to develop their own distinctive sense of style.
The Problem
Apart from selling on their website and eCommerce platforms like Shopee, Chip.vn has been equally active on social channels like Facebook, Instagram and TikTok. To manage messages from across these channels, the company resorted to helpdesk tools like Sapogo. However, Sapogo was not really up to the challenge. Chip.vn discovered that their agents were struggling to stay efficient due to channel switching.
Furthermore, Sapogo was not well-suited for deep integration with Shopify or Woocommerce. It lacked webhooks and APIs for interacting with other software.
What Chip.vn needed was to bring all of their customer queries in a unified place in order to deliver a consistent CX.
The Solution
With its user-friendly interface, MyAlice excelled over Chip.vn's previous customer care software. It was now possible for Chip.vn to tackle all incoming support requests in a unified inbox and deliver a smooth customer experience at scale. The Chip.vn team has been able to make sure that every support ticket got categorized, prioritized and assigned to the right support agent automatically, despite dealing with hundreds of shoppers. The multiple channel support has further helped the agents to get back to their customers with fast responses, which was not quite feasible previously.
Secondly, MyAlice's Data-lab and detailed consumer reports enabled Chip.vn to provide customized shopping experiences. Also, deep integration with platforms like Shopify and Woocommerce made order processing more effortless than ever before.
Last but not the least, MyAlice chatbot helped the support team handle 24/7 customer queries by automating repetitive questions and fostering more engaging conversations.
These features of MyAlice have improved productivity, processes, and visibility across its sales and support teams.
The Benefits
Since moving to MyAlice, Chip.vn has been able to provide stellar customer support. The agents got to answer more tickets in the fastest time and their productivity shot up. In addition, the company could now gather detailed insights into their sales and customers. In terms of numbers, they saw a nearly threefold increase in support efficiency and sales conversion.
With the growing stack of capabilities and refreshing interface of MyAlice, representatives from Chip.vn are optimistic in enhancing their customer support, operations and social engagement.
