ReserveBar reached 93% CSAT and saved 850 CX agent hours within 2 months of using Kodif’s low-code CX platform.
Average CSAT
93%
Integrated carriers
10+
CX agent hours saved
850
About the Company
ReserveBar is an established e-commerce leader in rare, luxury, and ultra-premium alcohol for all occasions. The company was founded in 2013, and it operates out of Nashville.
Challenge
One of the most repetitive requests for ReserveBar was “Where is my order?” (WISMO). In order to track their order, clients of RB would need to request via email or phone. Upon receiving the request, the company’s CX agents would need to go through multiple systems, e.g. order management, logistics, or other platforms, and manually send tracking numbers previously collected from a few carriers to customers. This effortful process would require 45 minutes to resolve one simple request that could lead to frustration on the customer’s side. Here, RB wanted to enable its clients to get tracking numbers and ETA information in a self-serve manner without agents’ assistance.
Furthermore, other common customer support requests were related to order issues such as damaged or missing items. Agents would spend their time collecting data and evidence via email and phone. It was a time-consuming and expensive process, affecting the CX team’s overall efficiency. RB needed to automate the information collection process with the option of uploading pictures so that agents spend time resolving important issues.
Finally, the RB’s CX team would get a high volume of email requests, creating an additional workload for agents. The RB team wanted to redirect more customers from an email to a self-serve channel.
Kodif’s low-code CX platform helped automate all the abovementioned use cases, improving all the key CX metrics such as CSAT, deflection rate, and average handle time.
Solution
ReserveBar worked with Kodif to implement four flows that represent 20% of the total ticket volume. Flow development and integrations took around 2 months. As part of this engagement, Kodif integrated with Shopify, Logic Broker, the company’s internal system, and more than 10 shipping carriers in the US. Moreover, Kodif launched flows empowered by ML (Machine learning) Algorithm to improve the discoverability of self-service flows.
Use Cases
WISMO (Where is my order)
ReserveBar worked with Kodif to implement four flows that represent 20% of the total ticket volume. Flow development and integrations took around 2 months. As part of this engagement, Kodif integrated with Shopify, Logic Broker, the company’s internal system, and more than 10 shipping carriers in the US. Moreover, Kodif launched flows empowered by ML (Machine learning) Algorithm to improve the discoverability of self-service flows.
Damaged orders
A customer is able to inform a company and provide details about damaged orders. In this use case, a CX agent does not need to spend time collecting this information, instead, Kodif saves this time by gathering the data upfront.
Missing items
A customer can report missing items. Kodif helps collect information on missing orders in advance. As a result, a CX agent receives all the necessary information, saving time on more complex issues.
Receipt request
A customer is able to receive the receipt right away. Prior to Kodif, RB’s CX agents had to send these receipts manually. With the help of Kodif, the RB’s CX agents are empowered to focus on more personalized cases.
Email auto-tagging
To redirect more customers from an email to a self-serve channel, Kodif built an ML algorithm that categorizes inbound tickets and automatically sends customers links to self-service forms. Moreover, using the customer data, Kodif makes sure not to repeat the same answer to the same customer. In addition, this feature can help prioritize emails based on other parameters such as clients’ status, geography, etc.
Outcomes
- Flow development in 2 weeks
- 20% ticket deflection to the self-serve
- No dip in CSAT
Kodif has been a game changer for our customer service operation. Their self-service flows have increased our customer satisfaction rating, return rate, and brand loyalty, and they’ve achieved all of this while also helping us reduce our service expenses. Our customers have really responded to the simplicity, consistency, and convenience that Kodif has brought to their experience, and our team members have been amazed by how much these new resources have streamlined their workflows.
Dan Raphaelson
Customer Care Coordinator, Reserve Bar
ReserveBar continues iterating on current flows with Kodif. As the next steps, the RB and Kodif teams want to develop a gift message and proactive outreach use cases. These flows will help RB provide the technologically-advanced service and a delightful customer experience.
Success in action
- OneSkin
achieved 75% containment and a 4.84 CSAT with AI support
- Dollar Shave Club
launched KODIF and saw 6x increase in ticket coverage
- Million Dollar Baby
achieved 45% resolution rate with KODIF’s CS AI
- Fellow
scaled their support and streamlined operations with KODIF
- OneSkin
achieved 75% containment and a 4.84 CSAT with AI support
- Dollar Shave Club
launched KODIF and saw 6x increase in ticket coverage
- Million Dollar Baby
achieved 45% resolution rate with KODIF’s CS AI
- Fellow