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Zapier > 实例探究 > 使用 Zapier 简化客户反馈管理:破冰者案例研究
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Icebreaker's Customer Engagement Transformation with Zapier and Wufoo

技术
  • 可穿戴设备 - 智能服饰
适用行业
  • 服装
用例
  • 室外环境监测
  • 时间敏感网络
挑战
Icebreaker 面临着管理和解读客户的数千份表格的挑战,这需要花费大量时间和精力来导出、格式化、过滤和组织数据。这导致客户的声音每月只能听到一次(如果是的话)。
关于客户
Icebreaker 是由 Jeremy Moon 创立的服装品牌,他在新西兰发现了美利奴羊毛的天然替代品。该公司多年来不断发展壮大,现在拥有一支包括第一位用户体验设计师 Joshua Claassen 在内的团队。 Icebreaker 重视客户反馈,旨在与客户建立直接沟通渠道。
解决方案
Icebreaker 采用 Zapier 来自动化收集和组织客户反馈的过程。每当客户通过 Wufoo 提交表单时,Zapier 都会将信息发送到 Excel 工作表并通知其 Slack 渠道中的团队。这简化了流程,并允许立即讨论、问题解决和错误修复。
运营影响
  • The use of Zapier has brought about significant operational benefits for Icebreaker. The automation of the process of managing customer feedback has not only saved time but also enabled the team to focus on other initiatives. By sending customer comments directly to Slack, the team can start discussions, raise any red flags, and fix bugs right away. This has brought the team closer to their customers, giving them a real-time sense of what their customers are saying without having to wait for reports to be exported and collated. The team has never felt closer to their customers than they do now, which has had a positive impact on their work.

数量效益
  • The time taken to manage and decipher customer feedback forms has been significantly reduced.

  • Customer feedback is now addressed promptly, with the team being notified as soon as a form is submitted.

  • The process of translating non-English comments has been automated, saving additional time.

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