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Client Overview

Our client is a new and famous fashion retailer in the USA. The company was facing issues in terms of customer engagement and retention. Despite offering trendy and high-quality fashion products, they faced increasing cart abandonment rates and inefficient customer support. With customer inquiries coming from multiple channels, the support team found it difficult to manage interactions efficiently, leading to missed sales opportunities and customer dissatisfaction.

Challenges

There were several challenges the fashion retailer faced, including:

  • High Cart Abandonment Rates: Several shoppers abandoned their carts without completing the purchase process due to the lack of several follow-ups.
  • Slow Response Time to Customer Queries: Customer inquiries across platforms (WhatsApp, SMS, Email) were not addressed promptly, leading to frustration.
  • Difficulty in Tracking Customer Interactions: Managing enquiries in several communication channels was inefficient, making it difficult to provide a seamless experience.

Our Solution

In order to address these challenges, we implemented Lead Manager Ninja, a Salesforce SMS app for helping the company. This enabled seamless multi-communication via WhatsApp, SMS, and email, ensuring timely responses and improved interaction management.

  • Automated Cart Recovery Messages: Lead Manager Ninja sent personalized cart recovery reminders through WhatsApp and SMS to encourage customers to complete their purchases.
  • AI-Powered Customer Support: The bot also helped instantly handle FAQs of customers, reducing wait times and improving customer engagement.
  • Centralized Inbox for Efficient Management: The fashion retailer was able to manage all customer enquiries in a single interface that helped in tracking chat history.

Qualitative Results

Before
After
Increased Cart Recovery Rate

Before: 10% of abandoned carts were recovered

After: 35% cart recovery rate increased

Result: 250% increase in cart recovery
Faster Customer Response Times

Before: 10 minutes average response time was

After: 5 minutes response time

Result: 50% reduction in response time
Higher Customer Satisfaction & Retention

Before: 60% customer satisfaction due to slow responses

After: 85% customer satisfaction with faster resolutions

Result: 42% increase in customer satisfaction

Transform Your Customer Engagement with Lead Manager Ninja!

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