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From frustration to satisfaction: How a Jewelry brand transformed Customer Support with Live Chat & Chatbots


Transformation of Jewelry Brand Customer Support: In today's digital age, exceeding customer expectations and streamlining operations are crucial for success. Let's explore how a prominent jewelry brand embraced innovative technology to achieve both, by implementing live chat and chatbot features for enhanced customer support.


Challenges: One of the leading Indian Jewelry Brand which has 410 retail stores across more than 240 cities in India, UAE, The US, Singapore and Qatar encountered challenges in customer support without live chat or chatbot features. This led to slower responses, customer frustration and hamper agent efficiency. Lack of integration and reporting limited visibility, impacting customer experience and agent productivity.


Solutions:

  • Live chat and chatbot integration enhanced customer support.

  • Service agents access chat transcripts personalized support.

  • Supervisors oversee ongoing chats managed agent performance.

  • Leadership gained insights through reports on chat engagement and agent performance.

  • QuickText feature improved productivity with canned responses.

  • Chat SDK enabled integration with Tanishq mobile app for scalability.

  • Customized reports in Excel/CSV format for analysis and integration.

  • Unified service console reduced switching screens for faster responses.


Results achieved:


Functionalities: This project is to improve a jewelry brand website, add live chat and chatbot features for instant assistance. Use a chat SDK for mobile apps, integrate chat transcripts and enable supervisor abilities. Set up reports and dashboards for monitoring chat engagement, streamline agent responses with QuickText and consolidate chat functions for better agent performance and customer satisfaction.

Products Used:


Key Features:

  • Live Chat and Chatbot Integration on website and app

  • Chat SDK for Mobile Integration


  • Service Console Integration for chat transcripts


  • Supervisor Capabilities for efficient management


  • Reports and Dashboards for insights


  • QuickText for Canned Responses to reduce response times


  • Excel/CSV Reporting for easy analysis


  • Enhanced Service Console for improved agent performance.


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