How Latercase Enhanced Product Discovery & Self-Serve Support
Customer Company Size
Mid-size Company
Product
- Zendesk
- Haptik
- Zendesk Sunshine
- Shopify
- WeSupply
Tech Stack
- Conversational AI
- API Integrations
- E-commerce Platform
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Consumer Goods
- E-Commerce
Applicable Functions
- Sales & Marketing
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Latercase is a leading provider of ultra-thin phone covers worldwide, known for its innovative approach in a crowded market. The company is dedicated to offering a unique product experience, ensuring that customers have the best possible experience while shopping on their website. Latercase's Customer Experience team is focused on providing real-time support for visitors, enhancing the overall shopping experience. With a strong emphasis on customer satisfaction, Latercase has implemented Zendesk as their CRM and is continuously seeking ways to integrate advanced solutions to improve their service offerings. The company is committed to maintaining its position as a market leader by leveraging technology to provide seamless and efficient customer interactions.
The Challenge
Phone cases are products with relatively low investment costs, both in terms of time and money. The market is highly competitive, and customer loyalty is limited, as they're open to exploring other providers if they can't find what they need on a specific website. As a result, effective customer service is quickly becoming a key differentiator in the eyes of consumers. Customers want a quick and easy way to navigate a wide variety of phone case options and quickly find one that meets their needs. Offering instant self-service responses and on-demand buying assistance helps reduce any potential conversion friction during the customer journey. Improve customer loyalty and retention by providing immediate answers to their key inquiries, such as order status, delivery updates, returns, and exchanges.
The Solution
By partnering with both Haptik and Zendesk Sunshine, Latercase was able to build a truly self-service AI commerce assistant on their website. This solution allows Latercase to efficiently showcase its product portfolio to users interacting with their chatbot pre-purchase, and also provides real-time support assistance for a wide range of customer queries post-purchase. The bot is designed to answer a wide range of pre-purchase queries, including questions about the products themselves, shipping, payment options, etc. This helps provide an effectively frictionless shopping experience for users who do not want to contact a live support agent. Haptik leveraged the rich UI elements of Sunshine Conversations to design a commerce experience that enables customers to effortlessly discover the exact phone cover they want. The website bot also allows users to add products to their cart and checkout directly. Furthermore, through custom API integrations with both Shopify and WeSupply (Latercase's branded tracking solution), Haptik's AI engine is able to provide real-time post-purchase support for order status updates, delivery tracking, cancellations, returns, and exchanges.
Operational Impact
Quantitative Benefit
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