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Relentless Focus is on the Customer for this Digital-first Brand
As a brand that puts people and the planet first, Cariuma takes pride is providing the best possible customer experience by making interactions with customers as seamless as possible throughout the entire buying journey. In order to achieve this standard, having the full context of their customer’s situation is key.
With the help of Gladly’s people-first technology and the ability to capture key details from customer interactions in a single place, they were able to create magical customer moments like the one detailed below.
Going the Extra Mile for a Customer’s Big Day
Ruby Yang, Client Experience Manager recounted a story of a recent interaction they had with one of their customers that all brands should take note of. A customer contacted them saying she wanted to order two pairs of blue canvas sneakers for her upcoming wedding, to fulfil the “something blue” tradition that most brides follow, but at the moment they were out of stock. While Cariuma wasn’t planning on producing more of the blue canvas sneakers that their customer hoped for, they were able to work with their production team to produce two, special pairs of the requested sneaker for her big day.
Since Gladly provided Cariuma with complete insight into who their customer was, and made note of her husband’s name based on previous communication with the customer, they were able to go above and beyond and customize the insoles with their names on it as a special surprise. In addition, they were able to text her wishing her an amazing day and follow up to see how her wedding was—as if they were friends. Their customer even shared her wedding photos with them.
A One-Stop-Shop to Best Serve the Customer
A huge part of knowing the full context of your customer’s situation includes being able to see each time they’ve communicated with you across all of your channels. It was important for Cariuma to be able to integrate all customer channels in a single timeline that houses all of their customer questions without having to stitch together different cases and IDs to see the full picture of their customer’s needs.
For example, if a customer chatted and emailed in, Cariuma can see if the customer is asking two separate questions or a single question across multiple channels. So rather than responding via email and chat, service heroes can respond to both of their questions through a single, preferred channel. Even better, customers don’t have to repeat and recap why they are contacting them since the history is visible for the service hero to see. According to Ruby, this allows them to “respond to customer needs in a very efficient way, and also saves the agents hassle.”
With Gladly, Cariuma has the flexibility to seamlessly add additional channels, integrate their multiple Shopify stores, and leverage a solution that evolves with their business needs without the need to manage separate accounts. According to Felipe Araujo, Chief Digital Officer at Cariuma, they “needed a platform that could evolve” with them. With all of their customer information within Gladly, they no longer need to rely on another platform to get the job done. And because of this, Cariuma has seen improvement in their NPS and Customer Satisfaction scores as they are able to help their customers much more efficiently than before.