1 in 4
Customers who use chat place an order within the first 24 hrs.
Reduction in handling time
Rating on Trustpilot
ChallengesFrom the beginning, Organic Basics aimed to not only create sustainable high-quality essentials but also grow a close community of customers devoted to making better environmentally-minded decisions when it comes to fashion to fight the rampant waste that exists in the industry today. In order to accomplish this, Organic Basics set out to create close relationships with their customers with the goal of being friends with them because friendship fosters strong trust and loyalty. Two invaluable components of a customer-brand relationship.
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.