Last Updated on August 31, 2023 by David
How Lash Stuff adopted Reamaze and BigCommerce to maximize customer happiness.
We’re starting a brand new series to highlight businesses that not only use the Reamaze platform on a daily basis for customer engagement but also take customer happiness to heart. This month we’re featuring a company called Lash Stuff.
Lash Stuff offers one of the largest selection of eyelash extension supplies to the cosmetics and accessories industry in the United States and have a following of loyal customers that’s still growing at an exponential rate. LashStuff’s success is built on their unrelenting attentiveness to customers. Their love can be seen and felt not only in their customer service practices but in all manners of their business operations.
Lash Stuff only cares about one thing, you.
At the core of Lash Stuff’s operations is BigCommerce (BigCommerce), an eCommerce platform that allows LashStuff to not only attract and convert customers but also fulfill customer orders, process payments, and communicate to customers at scale. Reamaze’s integration with BigCommerce enabled Lash Stuff to deploy a customer service operation that consolidated multiple email addresses, social media accounts, and on-site and on-demand embedded tools. Lash Stuff also played a central role in Reamaze’s first feature announcement for 2017: SMS/MMS integration via ClickSend and Twilio.
Q. What made you choose Reamaze over other helpdesk platforms?
A. We were looking for a CRM platform that helped Lash Stuff personalize the shopping experience for our customers. Reamaze provided exactly what we were looking for. BigCommerce and Reamaze helps connect customers with their past purchases and communications.
Part of a good customer experience is providing customers with a quick experience wether it be a phone call to our customer service hotline, an email, or a text. Reamaze combines all of these communication gateways and allows us to help customers quickly. Reamaze also allows our customer service employees to write notes after each customer contact so that no matter who helps the customer next time, we can know the customer history.
Q. How is Lash Stuff different when it comes to customer service?
A. Lash Stuff focuses on having the best customer service in the industry. Customer service is “new business currency”. Our main customer demographic is female between the ages of 20-30 years old who use SMS heavily. This makes SMS/MMS communication an important part of our customer support. Reamaze SMS/MMS provides Lash Stuff customers a quick and easy way to get the support they want.
Q. How has your customer service operations been impacted by the Reamaze and BigCommerce integration?
A. Since we have been using Reamaze, we’ve had a large reduction in customer issues. Our customer service team now can quickly resolve customer concerns with little effort. We‘ve had customers tell us that they would not have contacted us before, but now that we are using SMS/MMS they love how quick and easy it is to get help. Some companies think of customer contact as a burden, but in this e-commerce world, it is essential to maintain a relationship with your customers. This creates customer loyalty. Before we started using SMS we would send an email and call a customer about an order issue, just to get no response from the customer.
Now, when we text a customer we usually get a response within minutes. Imagine getting ready to ship out an order but realizing that a customer did not provide a full shipping address. Usually, we would email the customer and the order would wait until the next day to ship. Now we text the customer to get a good shipping address and we get a response almost immediately via Reamaze and BigCommerce. The customer’s order will now ship out the same day. This quick communication allows us to quickly fix an issue before it becomes a major problem.
Q. What is your customer service volume like?
A. Our average customer support volume per day is 100 customers per day. Our customer support channels are 40% email, 40% SMS, and 10% phone calls. Most of our customer conversations are questions about products and order related questions. We have always used email as a customer service platform but, about 2 years ago we started offering standby customer service by phone. Now, SMS is quickly becoming our main form of communication with our customers. Before we used Reamaze, we had to keep a customer log on a word document which was not very effective at all.
Q. Reamaze has always been about transparency, simplicity, and good experiences for both customers and support teams. Do you customers enjoy being helped via Reamaze?
A. Customers generally do not know that we are using a CRM or helpdesk system like Reamaze. However, we do get customers telling us all the time how awesome our customer service is. We know that this is directly related to using Reamaze.
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You can also find our multi-brand, multi-channel customer service platform at https://www.reamaze.com. Follow @reamaze.