Last Updated on June 9, 2023 by Tony Fowler
See what Oriane Perrin, Head of Marketing at Boody has to say about how Re:amaze out performs Intercom and helps their brand offer personalized customer service
About Boody
Timeless and thoughtful, Boody is an Australian eco apparel brand of everyday essentials. Born in 2011 in Sydney, Australia, Boody was conceptualized by two experts in the field of health, retail and fashion. They combined their knowledge to create a lifestyle label with comfort, health and sustainability at its core. Fast forward to today and Boody is available through 2,500 health-focussed retailers in Australia as well as another 15 countries around the world. We’re most renowned for our signature bamboo designs, which are luxuriously soft, naturally breathable and ultra comfortable.
Replacing Intercom with Re:amaze for seamless eCommerce support
Boody’s team had been using Intercom for a while to manage their customer enquiries but were quite dissatisfied with the system as it didn’t integrate with Shopify or their email system, making customer enquiry management a painful process. Oriane’s objective was to find a solution that would seamlessly integrate with their Shopify account and email platforms while handling multiple communication channels be it a contact form, an email address or their social media channels.
Boody’s operational ethos has always been to serve their customers and lighten their load through everything they do. And when it comes to customer support, the goal is to offer personalized support to each customer so they feel special and appreciated. To this end, speed and accuracy of responses are crucial to helping the Boody team create positive brand interactions and memorable experiences.
Boody’s eco-conscious consumers are not simply looking for a convenient and fast shopping experience. They’re hungry for information, whether it’s about the brand, the process or the online shopping value proposition, they expect it to be clear and easily accessible.
“Re:amaze really ticks all the boxes here. The Re:amaze interface is really easy to use for our staff and the Shopify / Klaviyo integrations have helped us save tons of time when it comes to gathering relevant customer profile information.” – Oriane Perrin, Head of Marketing at Boody
Automation and personalization driven experiences
Easy access to customer information as well as past purchase histories and previous conversations let’s the Boody team deliver a truly unique and personalised experience each and every time.
For common questions, Oriane and her team use FAQ / Knowledge articles and response templates to provide fast, accurate and consistent answers. The live chat features have also done wonders to help customers find the information they need instantly and bypasses a lot of frequently asked questions that would otherwise pile up as new customer support ticket.
“Thanks to the organisation of our inbox into multiple channels, we’ve been able to prioritise our responses and make sure that the most urgent enquiries were addressed first. We use automations to automatically assign conversations based on the support ticket’s subject and expertise of each team member.” – Oriane Perrin, Head of Marketing at Boody
Reducing customer service volume using automated FAQs
Re:amaze has actually helped Boody’s team cut down on the volume of customer tickets they receive by 30% by eliminating frequently asked questions from our inbox.
Their response time also decreased by 2 minutes on average thanks to having easy access to our customers’ profile in Shopify / Klaviyo and pre-built response templates within reach.
Final Thoughts from Oriane
“We’ve implemented Re:amaze in February 2017 and haven’t looked back since. Re:amaze is truly the best multi-channel platform when it comes to eCommerce and Shopify. With robust 3rd party integrations and constantly improving features, Re:amaze allows us to impress and delight customers day after day while increasing the productivity and happiness of our customer support team.” – Oriane Perrin, Head of Marketing at Boody