![]() “Kommunicate is very responsive to any request or question you have regarding their product. Also, it was the most customizable and had the most intuitive interface,” said Tom. “Of the similar providers we evaluated, Kommunicate had the most features. Tom and Epic Sports team did evaluate other products as well, but Kommunicate stood out due to features and flexibility. We have been able to automatically contain 60% of incoming customer service requests using Kommunicate. Kommunicate’s solution has been able to automatically contain 60% of incoming customer service requests for Epic Sports,” explained Tom. “In fact, I have the numbers back at my hand. But in a short amount of time, Kommunicate was able to get us a lot closer to where we want to be.” “We’re still (and will probably always be) on the journey of improving our customer service experience. Epic Sports’ quick and effective integration helped them quickly go live and reduce the workload on the customer support team and eventually containing the cost of customer support operations. “Kommunicate was able to reduce the amount of customer-related emails and phone calls,” said Tom. But it is relatively easy as we were able to integrate Kommunicate’s web platform within a day.” Epic Bot in action on Epic Sports website Quickly Realizing the Value “The integration requires a bit of development knowledge. Tom explained it was pretty easy for them to get started with Kommunicate and evaluate the platform fast. We automated many of the repetitive tasks that our customer service team performs daily,” Tom highlighted.īy shifting customer requests to Kommunicate chat, we automated many of the repetitive tasks that our customer service team performs daily. “By shifting customer requests to Kommunicate chat, we were able to leverage best-of-breed AI technology, in Google’s Dialogflow (which seamlessly integrates with Kommunicate). ![]() (Sorry for the lame Metallica reference, I’ve been an ardent fan.) “We wanted to scale our e-commerce customer base but keep the size of our customer service team manageable,” he said. This hyper-growth brought new challenges and it was becoming hard and costly to effectively manage customers only through calls. ![]() Tom is the principal software engineer and e-commerce marketing manager at Epic Sports. “We’re always on the journey of improving our customer service experience,” said Tom Bulis. Sprawling 250,000+ reviews averaging over 4.7 out of 5 on Shopper Approved are the proof of that. ![]() Epic Sports always put customer support as a top priority. But if you are a leading e-commerce website in your segment, customer support becomes immensely important and an overwhelming task at the same time.Įpic Sports Inc is a leading e-commerce website, specializing in sports apparel and accessories in the US. ![]() Never again.In conversation with Tom Bulis from Epic Sports for the customer interview series, The Kommunicate Way.Ĭustomer support is really important for any company. This was really bad business and terrible customer service. They played games and do not care about customer service. To add insult to injury, the very next day Epic sent me an ad for the exact same shoes asking if I was interested but at a much higher price. I bought the same shoes on another site for more money. They refused to honor the advertised price even though they made the mistake. Customer service said they could not do so, they could only issue a refund. Since I was not in a rush, I said they could send the shoes when they restocked. The next day customer service contacted me to say that while they were researching the mistake they had sold out of the shoes. Customer service had to research it for a couple days before they sent me a return authorization and promised to send me the correct shoes. I ordered a pair of baseball umpire plate shoes. I was shocked and disappointed with how they responded to their own mistake. ![]()
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