Last Updated on June 9, 2023 by Tony Fowler
See how Vanessa Layton, Founder and Owner of Hello Charlie leverages Re:amaze Chatbots to help customers efficiently
About Hello Charlie
Vanessa started Hello Charlie in 2004 because finding products that she was willing to use on her own children seemed to be very difficult after she moved back to Australia from the UK. Hello Charlie offers only eco-friendly products for babies, beauty and the home and is extremely strict about what they stock. Every product stocked is personally researched and reviewed by Vanessa and her team in order to prevent potential toxic chemicals and compounds from entering your home.
Streamlining and simplifying were top of mind
When Vanessa and her team set out to find the perfect helpdesk, streamlining and simplifying their lines of communication and processes were top priority. Some of their initial ideas included:
- Team members shouldn’t have to check for customer messages across different platforms
- Team members should be able to see a clear history of a customer’s past conversations and issues
- The solution needs to provide a way for them to educate customers effectively and so customers can educate themselves when desired
- The solution needs to support smart response templates for customer questions so their team could ensure that customers were getting the right information, in a way that aligned with their customer service ethos and tone of voice
“Excellent, prompt customer service is so important to us – it’s the heart and soul of what we do and who we want to be as the people behind the company.” –Vanessa Layton, Founder and Owner of Hello Charlie
Re:amaze delivers amazing tools and beyond
After several weeks of adopting Re:amaze across their team, Hello Charlie was immediately able to see and measure results consolidating all of their communication into a single shared inbox dashboard. Hello Charlie now helps customers through email, live chat, and social media (Facebook, Messenger, and Instagram) with high fidelity and efficiency using smart response templates, personalized responses, intelligent FAQs, and chatbots
“There’s nothing worse than emailing a company for help, and getting a reply that doesn’t make sense or doesn’t give you all the information and you have to email them back.” –Vanessa Layton, Founder and Owner of Hello Charlie
According to Vanessa, Hello Charlie’s customer service team used to spent roughly 4 hours a day on answer important customer questions and now spend about just 1 hour performing the tasks after adopting Re:amaze. Hello Charlie’s customer service staff is able to reply faster as a result of Re:amaze integrations with platforms like BigCommerce, Klaviyo, and even Google Tag Manager. Customer data is centralized in an easy to view dashboard that agents can access in an instant. For example, customer service staff can see a customer’s BigCommerce order data, order history, lifetime value, and their subscription status in Klaviyo from one view!
Beyond implementing core features, Hello Charlie’s team has also started to experiment with Re:amaze Chatbots to see if their overall responses can be further automated and improved. Hello Charlie currently has all 3 Re:amaze Chatbots deployed on their storefront including the Hello Bot, the Order Bot, and the FAQ Bot. These chatbots work 24/7 to help answer customer questions instantly.
Productivity is always top of mind for Hello Charlie so it’s important that Re:amaze continues to improve upon existing features and developing new features to help eCommerce merchants succeed.
Final thoughts from Vanessa
“Re:amaze makes this small business feel like a much bigger business!” – Vanessa Layton, Founder and Owner of Hello Charlie