Due to pandemic-induced changes in consumer behavior, the ecommerce industry has undergone a massive transformation over the past few years. Digital shopping channels have witnessed greater adoption, and online sales have broken records. 

Despite this positive trend, an ebike company faced some roadblocks that slowed their growth. They secured additional funding to amplify their business, but challenges with their systems and processes created obstacles. 

Although our client believed ebike should be both reliable and elegant — offering a stress-free way to explore the community — their service failed to meet customer needs. To streamline their order management and fulfillment system, SupportNinja recommended and implemented a powerful CRM tool. 

The results? Our improvements seamlessly put our client's growth back on track.

The Challenge: 

Without established processes in place to ensure a smooth customer experience, this ebike client encountered multiple bumps in the road. 

Inefficient order management resulted in delays addressing inquiries and transaction requests, which in turn led to frustration, disappointment, and reduced customer loyalty. This lack of efficiency also created gaps in managing orders, leading to missed business opportunities. 

To address these challenges, the client recognized the need to outsource its order management process.

The Solution: 

SupportNinja helped this client address critical gaps in their customer experience, quickly streamlining workflows and improving service quality by implementing a systematic ticket management system to help them categorize, prioritize, and assign tickets.

SupportNinja also recommended and implemented a cloud-based CRM solution, and integrated it with their ecommerce platform, order management, and communications channels.

The Results: 

Prior to hiring SupportNinja, the company’s average CSAT score was 3.9 out of 5. Working with SupportNinja, they experienced a 23% increase in customer satisfaction after 30 days in production, with a new average score of 4.8 out of 5.

Additionally, with a CRM in place, the client can operate more efficiently and:

• Provide enhanced customer service through streamlined order requests.
  Now that all customer interactions are consolidated into one single platform, customer service agents can access the information they need quickly and easily, provide accurate updates, and consistently deliver quality service to their customers.

• Enforce a systematic ticket management approach.
  The client can categorize, prioritize, and assign tickets based on an agreed-upon set of rules and processes. Tickets are handled in a timely manner, allowing clear visibility into the status and progress of each issue.

• Implement tracking of service levels.
  Utilizing the CRM solution makes it easier for the company to systematically measure its service offerings. It also lets them monitor key performance indicators (KPIs) like response and resolution time, ticket volumes, and customer feedback rankings. Tracking service levels improves their workflows and ensures a unified approach to customer service. 

• Integrate with other business systems.
  By integrating the CRM solution with their ecommerce platform, order management system, and preferred communication channels, the client can work with data seamlessly and eliminate time-consuming manual data entry. They can also facilitate increased collaboration across departments.

Ultimately, our client had a loyal customer base but needed to improve their customer satisfaction scores. With SupportNinja's help, they were able to streamline their workflows and significantly improve their customers’ buying experience.

Improve Your Order Management and Fulfillment Processes with SupportNinja.

If you're facing challenges in managing your customer service function, we can help you get things in gear. Contact us today to learn more.