Last Updated on June 9, 2023 by Tony Fowler
Read about how Amato Cole, eCommerce Manager at Mac of all Trades, used Re:amaze to transform their customer service into an automation powerhouse
About Mac of all Trades
Mac of all Trades has been serving the Apple marketplace since 1995 out of Tampa FL. Over the years, the Mac of all Trades team has grown to over 40 employees in a 25,000 sqft building. Mac of all Trades shifted to an eCommerce business model back in 2002 and continues to offer its customers extraordinary value on Apple products while providing a high level of customer service.
This combination of growth and customer loyalty has lead to exponential growth, resulting in Mac of all Trades being inducted into the Inc.5000 list for five consecutive years (2014-2018).
Mac of all Trades needed to modernize
Mac of all Trades had a goal to modernize their entire customer support operations with an all-in-one helpdesk and CRM platform. In addition, Mac of all Trades wanted to adopt a tool that would allow them to serve their customers via email and live chat, all the while integrating with their website. And most importantly, Mac of all Trades wanted a system with easy-to-use reporting tools to help their customer service team be more efficient and gauge performance across channels and teams.
“Re:amaze helped boost our average customer review rating by 42%, and provided us with an unquantifiable boost in efficiency and productivity.” – Amato Cole, eCommerce Manager at Mac of all Trades
Mac of all Trades’ customers expect a lot out of their team in terms of personalized and timely support so the ability for their customer support agents to retrieve order histories, order statuses, and order processes through the BigCommerce and Re:amaze integration is incredibly important. The team at Mac of all Trades uses a combination of automated workflows, autoresponders, and chatbots to assure their customers they will be taken care of.
“The combination of tags and workflows ensures the right person is handling the situation automatically and the modern message appearance templates give the customer the confidence that a real person is helping them with whatever they may need.” – Amato Cole, eCommerce Manager at Mac of all Trades
Final thoughts from Amato
“Re:amaze makes our customer service better in every way, every day” – Amato Cole, eCommerce Manager at Mac of all Trades