Last Updated on June 9, 2023 by Tony Fowler
In this case study, we’re interviewing Jimmy and Stephanie MacDonald, Co-Founders at Authenticity 50, about Re:amaze and their experience with building a better and more organized customer support organization on Shopify’s eCommerce platform.
Authenticity 50 according to Jimmy and Stephanie
Authenticity 50 is a values-driven company. We set out to make the world’s best bedding and home goods made ethically and responsibly in the USA, supporting local communities and workers.
The paradigm has been to send all textile manufacturing overseas to take advantage of low labor costs, poor working conditions and weak environmental standards. Authenticity 50 is working hard to reduce this trend, proving we can make the world’s best products here in the United States and sell them at reasonable prices. We’ve been featured in the Los Angeles Times, Martha Stewart and are a Wirecutter Pick.
What were the most important factors when you started shopping for a helpdesk and customer messaging platform?
We wanted a deep integration with Shopify. Our customer service team shouldn’t have to constantly be switching between their helpdesk and Shopify in order to edit orders, add notes, issue refunds or find order and shipping information. Re:amaze does all this, which has sped up their time to service customers and made their lives easier AND more efficient. A win-win.
What were some customer expectations you absolutely needed to fulfill?
Timely and accurate correspondence with customers was paramount. The Re:amaze integration with Shopify and many other apps lets our customer service team quickly and accurately identify any issues with their order and, 90% of the time, handle their order without ever leaving Re:amaze. This is a great efficiency booster across the board.
How did Re:amaze help you satisfy your business goals and customer expectations?
Our customer service team is happier as they’re no longer needing to constantly switch to Shopify to look up orders, add notes and issue refunds. They’re more efficient and more accurate in their dealings with customers. The friction to work with customers is lower so there’s fewer mistakes, faster service, and a happier customer.
What differences have you seen between Re:amaze and Zendesk?
We’re at least 30% more efficient with Re:amaze than Zendesk due to the excellent Shopify integration and reduced friction dealing with customers. The excellent FAQ integration in the chat widget, chatbots, and on-site engagement has reduced our inbound inquiries by 25% – customers always prefer self-service and if they can find the answers they need to make their order efficiently in our FAQ page or widget, that increases the chance of them placing an order.
Final thoughts?
Re:amaze reduces friction with their excellent Shopify integration – leading to happier customers and a more efficient Customer Service Team.