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Freshworks > 实例探究 > 彻底改变客户互动:Iba Cosmetics 凭借 Freshchat 和 Neo 平台取得成功
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IBA Cosmetics' E-commerce Success with Freshchat and Neo Platform

技术
  • 应用基础设施与中间件 - 数据交换与集成
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 电子商务
  • 零售
适用功能
  • 采购
  • 销售与市场营销
用例
  • 最后一英里交付
  • 零售店自动化
服务
  • 系统集成
挑战
由于封锁,Iba Cosmetics 突然转向电子商务,这要求他们通过聊天复制有意义的人际互动,并处理大量增加的客户查询。
关于客户
Iba Cosmetics 是一家总部位于印度的化妆品公司,提供各种经过清真认证的纯素产品。他们最初通过专卖零售店运营,但在封锁期间不得不调整策略以适应在线市场。
解决方案
Iba Cosmetics 与 WhatsApp Business 集成,并实施了 Freshchat 和 Freshworks Neo 平台。他们通过准确标记传入查询、通过聊天机器人提供下班后支持、通过 WhatsApp 下订单、发送自动交付更新以及获得绩效洞察来简化客户购买流程。
运营影响
  • The implementation of Freshchat has brought about significant improvements in Iba Cosmetics' operations. The company has been able to manage high volumes of customer queries more efficiently, with support staff able to respond to customers very quickly. The solution has also simplified the customer purchase journey, with service agents now able to support the entire customer journey through Freshchat. The company has also been able to maintain the meaningful human interactions that were a hallmark of their offline retail stores, even as they shifted to an online model. The solution has also provided valuable performance insights, helping the company identify areas for improvement.

数量效益
  • 230% increase in online orders

  • 25% increase in sales

  • Conversion rate on chat increased from 18-20% to 35-36%

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