Last Updated on June 9, 2023 by Tony Fowler
In this case study, we’re interviewing Lee Newell, Managing Director at Foundry Coffee Roasters, about Re:amaze and their experience with building a better and more organized customer support system.
Can you tell us the story of Foundry Coffee Roasters?
Foundry Coffee Roasters is a small independent business based in Sheffield, established in 2012. We now have seven team members in total who work between our two bases – a roastery and coffee bar based at Cutlery Works on Neepsend Lane, Sheffield and our other coffee shop based on Bank Street in the city center.
Our goal is to help our customers and guests to have great experiences and we use coffee as a conduit to help us achieve that. Most of all, we just get super excited about sharing our passion and blowing minds with incredible brews.
In January 2017, we opened our first coffee shop on Bank Street in Sheffield. The coffee shop is a way for us to show how we think coffee should be served but it’s not all about coffee…
Our ethos of valuing freshness and seasonality is carried through to our food offering. Simple food, well prepared with good quality ingredients and all with a definite Bengali influence.
What has your experience been so far with using Re:amaze?
We’re loving the software so far – it’s helping us to spend a lot less time bouncing between social media messaging accounts and it’s also helping to keep everything much more organized, reducing the likelihood of a slip-up.
Setup was super easy and we created a separate email address that we now use for all our customer service/support related activity. This way, when we get a notification from Re:amaze, we know it’ll probably be something that we need to address quickly. The Slack integration with Re:amaze has been really instrumental in this respect too. It keeps our communications perfectly streamlined and in sync.
What features are you currently taking advantage of?
We’ve only touched the surface of Cues (Re:amaze’s automated messaging and engagement feature) and Workflow Automation (Re:amaze’s internal and external automation builder using rules, macros, and commands) but we can already see a lot of potential there for us to optimize while on Shopify. We plan on taking a deep dive on this soon to engage customers more efficiently and at scale. This should help us boost conversion rates.
The Re:amaze Mobile app is also great – I get kicked out every once in a while but that doesn’t seem to stop the notifications coming so no big deal really.
What ultimately prompted you to go with Re:amaze?
We were seriously impressed. Re:amaze is a good value for us too, just in terms of time savings if nothing else! It’s worth informing the Re:amaze team that we looked at a number of options before trying out Re:amaze and I feel that we made the right choice.
The Re:amaze documentation is excellent and makes the whole thing pretty easy once a decision has been made to go jump aboard. In my mind I was thinking that whichever option I chose, I’d need to invest half a day at least – which was wrong in hindsight. For what it’s worth, our shortlist in the end was Gorgias (expensive) and Helpscout (close one) but it was a testimonial in a Facebook Group about your great customer service and features that led me to choose Re:amaze.
What’s your favorite thing about Re:amaze?
The thing I like best is the fact Re:amaze pulls all historical conversations into a single unified dashboard which ultimately helps the customer feel more valued.
Obviously, we deal with a lot of customer questions so it’s not realistic for us to remember all the details. When we can refer back to something we talked to the customer about two months ago is just amazing for helping build the types of customer relationships we want with our fans. Of course, the same feature means that we save time and don’t have to be jumping around different social media platforms.
Any feedback for our team here at Re:amaze?
My advice is to try to help people understand how quick and easy it is to get the Re:amaze platform up and running. I was wary of all the options just because I expected setting up the free trial to take weeks. In reality, it probably took me about an hour and at least half of that was related to our new email address.