KURU, a shoe company based in beautiful Salt Lake City, Utah, believes in the power of dreams to change lives—and that’s just what they set out to do.
Founded in 2008, KURU’s customer service team works hand-in-hand with their e-commerce and marketing teams to anticipate and solve customer needs before they even arise. Whether that’s through how they engage with customers on their website, when a customer makes a purchase, or even when they reach out to their contact center, they value a cohesive, customer-first experience. And part of being customer-first is ensuring you’re running an efficient operation at every phase of the customer journey.
More Sales with 50% Less Volume
Previously on Zendesk, as their sales volume grew their ticket volume increased at the same rate. However, since switching to Gladly, they’ve seen significant decreases in inbound volume thanks to Gladly’s ‘people, not tickets’ approach.
KURU has seen sales growth week over week, but with increased sales, came less inbound customer volume – in fact, 50% less volume each week.
“The switch to Gladly has helped us lower our total volumes dramatically. The biggest reason is we see everything in a single conversation with the customer instead of separate tickets,” Ben Devey, Head of CX explains. “It’s the difference of looking between how many customers are contacting us vs. just the total number of contacts. That gains efficiencies right there.”
Having inbound requests tied to people, not tickets or cases, means that KURU doesn’t have to worry about duplication of tickets, agents working on the same task and long customer wait times. As sales grow, this is critical to not only ensure you’re providing a best-in-class service experience to your customers, but important for agents as well as they’re better-equipped to support a potential surge in volume.
“It’s the difference of looking between how many customers are contacting us vs. just the total number of contacts. That gains efficiencies right there.”
Sidekick Drives Quality Conversations with High-Intent Customers
Gladly’s Self-Service chat tool, Sidekick, has also been really effective at allowing customers to self-serve and reduce overall volume. But, for the customers who do engage with Sidekick and then decide to chat in, it leads to more qualified conversations with customers who have high purchase intent, and because of that, they are seeing more completed purchases. “Chat has been a big sales channel for us, we are seeing more qualified chats where we are seeing higher conversions and significant improvements.” Ben, explains.
This means that Sidekick ensures customers can first and foremost help themselves, for example, if they had a quick question on KURU’s return policy, they can find the answer themselves vs. reach out to an agent. For the customers that might need additional support, KURU can have the context of the customer—like who they are, their preferences and what their past purchases were—and is best-equipped to help answer their questions and complete more purchases.
More Efficient Agents Means More Sales Opportunities
Unlike their previous platform, KURU loves the fact that Gladly is a true all-channel solution, with even voice built in. They no longer need to maintain disparate systems as they have access to every channel with a single login. They’ve even seen their abandoned calls drop more than 3X in just a few short months due to shorter wait times and more efficient agents.
In addition, in order to keep track of things to do, or customers to follow up with, agents at KURU previously needed to use sticky notes to keep track of open items, and “other agents would use calendar invites to remind themselves to follow up with customers,” Ben explains. Agents can now keep track of all their day-to-day work right and Gladly and don’t need to create their own task management system making it super easy for them to get work done and still provide exception service to their customers. There was “…no radical change in ways of doing business, the biggest change was just us moving to Gladly” Ben notes. With agents spending less time on managing their workload, it gives them more time to focus on more complex customer problems.
By switching to a single, unified platform that drives operational and agent efficiencies and helps maximize sales, KURU has been able to provide exceptional service for their customers that brings the in-store experience to online.