This proved to be quite challenging given their existing customer service software which resulted in scattered data, siloed communication channels, and inefficiencies across the board. For a young brand experiencing massive growth, this created a challenging work environment for Organic Basic’s Customer Love team. Agents we’re constantly having to check several different tools and systems to avoid making the customer repeat themselves and delivering an impersonal customer experience. This resulted in longer handling times and a frustrating working experience for agents.
Their previous software was also complex and made it difficult to get an overview of the entire customer service journey. It didn’t allow for easy alterations or changes and often required technical resources from other departments. Being a digitally-native, data-driven brand, having data scattered and lacking the ability to make effortless changes to their setup led Organic Basics to seek out alternatives that better aligned with their goals and brand vision.