How Latercase Enhanced Product Discovery & Self-Serve Support
公司规模
Mid-size Company
产品
- Zendesk
- Haptik
- Zendesk Sunshine
- Shopify
- WeSupply
技术栈
- Conversational AI
- API Integrations
- E-commerce Platform
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 平台即服务 (PaaS) - 连接平台
- 应用基础设施与中间件 - API 集成与管理
- 功能应用 - 远程监控系统
适用行业
- 消费品
- 电子商务
适用功能
- 销售与市场营销
服务
- 系统集成
- 软件设计与工程服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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