Last Updated on June 9, 2023 by Tony Fowler
Today we’re talking with Jennifer Dingle who heads up Digital Operations and Customer Service at Kabrita USA. Kabrita has been using the Re:amaze platform for the past couple of months and wanted to share their experience with the wide range of features offered in the Re:amaze platform.
Let’s begin!
Re:amaze: Can you tell us a little bit more about Kabrita USA? What kind of company is it and what are your core values?
Jennifer: Kabrita USA is a division of Ausnutria, a Dutch company with over 100 years of dairy expertise.
Kabrita USA delivers nourishment and comfort to children and their parents through our naturally easy to digest Goat Milk Formula. We empower families with a new choice in formula feeding – one that marries the ideal of all-natural with the rigor and safety of science.
Kabrita USA is 100% women run and led by Moms. Our mission is to empower parents to nourish their child with confidence. We strive to add value to our community through our commitment to education, transparency & supportive communication.
Re:amaze: Shopping for a new customer support platform can always be daunting. What were some of the difficulties you and your team were facing?
Jennifer: With tremendous growth in 2019, we saw a large increase in customer service communications and our small team was answering questions across multiple platforms.
Also, our existing chatbot from Drift was not optimized, and found that it was not fully addressing our customers questions, which resulted in an increase in escalated messages. We needed to a find a way to take care of our customers quickly and efficiently and reduce the workload for our customer service team, while making sure that our customer interactions still felt personal and represented our brand voice.
Below is a screenshot of the Re:amaze FAQ Chatbot which is designed to help answer frequently asked questions automatically before escalations to the team.
Re:amaze: How did you come across Re:amaze and what qualifications needed to be fulfilled during the evaluation process?
Jennifer: We researched several providers, but nothing checked off all the boxes we needed in a helpdesk app. We found Re:amaze in the Shopify app store, and noticed the numerous five star ratings and very positive reviews. After a call with Marvin, our team was wowed by the available features, and realized that it was an ideal all-in-one solution to organize and automate Kabrita USA’s customer service communications.
We needed a solution that streamlined all our customer service messages into one program and wanted to automate our messages with autoresponders and quick replies. The Shopify integration was a must, and we needed a robust chat option for customers to quickly connect with our team in real time and provide accurate quick replies in our brand voice when we were offline. We also wanted an app that was easy to customize and user friendly for our team.
Re:amaze: How has your experience been with Re:amaze so far?
Jennifer: While we have only used Re:amaze for a few months, we have already seen an improvement in automation and efficiency! The chatbot was easy to customize, and we did not need the help of a developer to deploy on our website.
The cues have been fantastic in helping provide information about stock updates, promotions and upcoming events. Having all the tools we need within one program has been a great time saver.
The Shopify integration is seamless, and it is so helpful to be able to see a customer’s order information and previous conversations without leaving the screen.
The quick replies and built in knowledge base helps us answer our customers questions quickly and accurately, the tags keep our inbox organized, and the FAQ and Order bot is fantastic for customer experience, helping our consumers find information without the need to escalate to a customer service representative.
Re:amaze: What has the impact been so far?
Jennifer: We’ve seen a noticeable decrease in customer service engaged chats thanks to bots, workflows and intents. In the first month, we saw our CSR escalated chats decrease by almost 40% from our previous solution.
The cost of Re:amaze is a bargain for what is offered. Chat, help desk, built in knowledge base – it truly is an all-in-one solution for organizing and automating customer service communications
Thanks Jennifer!