allplants

Since their launch in 2017, allplants has put a premium on customer service, calling their agents ‘delighters’ and making customer delight a core tenet of their brand. However, their old customer service solution was not flexible enough to support them as their business grew, especially as they wanted to have a more conversational approach to CX and move away from traditional ticketing software. After experiencing a surge of business spurred on by COVID-19, they needed a platform that could help them meet growing demand and also save them time as they scaled their business.

With their previous solution, Livechat was a tricky channel for them, as there were restrictions around how many agents could be online at any time. This impacted their response time, which was frequently 30 seconds or over. Agents were also spending time screen-hopping between their CRM and courier sites in order to access customer data. They also had to manually prioritize all of their incoming inquiries, which was taking hours out of each day and encouraging cherry-picking by agents. In a business where a lot of queries are extremely time-sensitive due to courier dispatch times or kitchen work, this was not ideal. They also put a premium on their agent experience and wanted a platform that would not only improve the customer experience but the agent one as well.