Rapid increase in customer satisfaction in the online store.

About the company:

Majowo.pl is an online store specializing in garden accessories that enhance the enjoyment of spending time outdoors. Operating since 2018, the company helps create unique outdoor experiences. Their product range includes garden furniture, pools, trampolines, and grills.

The situation before implementing Thulium:

The company handles numerous customer inquiries, which presents a significant challenge for the Customer Service Department.

Majowo.pl used multiple communication channels but did not integrate them into a single platform. The communication methods included email, phone calls, live chat on the website, and messages on the fan page. This led to difficulties accessing the full history of customer interactions. The lack of call recording capabilities was also a problem. hese issues affected customer communication in terms of both response time and service quality.

Main challenges prior to implementing Thulium:

Inability to manage all communication channels in one place.
Lack of a complete contact history.
Lack of task automation and repeatable process management.
Inability to record and review calls.
Problems with handling a large volume of inquiries.
Lack of reports and tools to verify service quality.

Solution: Majowo.pl decided to implement Thulium to optimize its customer service processes.

The increased recognition of our brand has led to a significant boost in sales, which in turn required us to introduce automation and streamline our order management process. Our goal was to consolidate all communication channels into one platform, solving the challenge of accessing the complete history of customer interactions and enabling us to assess the quality of our customer service.

Kamil Soja, E-commerce Manager at majowo.pl

Thulium implementation:

Majowo.pl decided to implement Thulium - an advanced customer communication management tool. The key factor was the ability to integrate all communication channels in one place, enabling seamless interaction with customers, even with a high volume of inquiries.

The implementation process included:

Integration of all communication channels (phone, email, chat) into a single system.
Configuration of the Click2Contact widget.
Task and process automation, which led to a faster response time to customer inquiries.
Training of the customer support team on how to effectively use the new system.

The implementation itself took only 3 days. Majowo.pl received technical support, personalized training, and the opportunity to test the system at no cost.

As demonstrated by the example of Majowo.pl, there is no need to fear complications when implementing a new tool.

Benefits of Implementing Thulium:

Thanks to the integration with Thulium, Majowo.pl has gained an advanced tool for managing all communication channels in one place. What has improved?

Improved customer service operations: By consolidating all communication channels into one panel, employees now have easier access to contact history and comprehensive information about the current stage of customer conversations. Additionally, Thulium enables the handling of all channels directly through the browser. Consultants only need a computer, internet access, and headphones to fully assist customers. This significantly simplifies the organization of remote work.
Improved customer service quality: The average response time to emails has decreased from 15h 20min at the beginning of the implementation to 2h 23 min after 4 months. The number of handled tickets has also increased.
Rapid increase in customer satisfaction from 43% at the beginning of the implementation to 82% after just 4 months of using Thulium.
Quality Monitoring: With Thulium, the company can monitor call durations on the helpline and the number of tickets. Customer satisfaction is also measured in the system, and the company can intervene in real-time in case of dissatisfied customers. This feature allows the company to draw valuable insights and evaluate the effectiveness of newly implemented solutions to problems.
Integration with PrestaShop E-commerce Platform: Consultants can view all customer orders, with all necessary information available in one place. There is no need for consultants to switch between different systems.

Thanks to Thulium, the quality of customer service in our store has significantly improved. The number of handled inquiries has increased, and customer wait times for both email and phone support have been reduced. This was the result we aimed for, but we continue to analyze Customer Support statistics and strive to achieve even better results.

Kamil Soja, E-commerce Manager at majowo.pl

You can also optimize your team's efficiency. Learn more on Thulium.