eCommerce Operations Management
Handling the business so you can focus on growing it
Partnering with eCommerce CEOs to build a sustainable backend for the day to day to give you back time for selling and creating new products
Operations Management
Operations management for multi 6 and 7 figure eCommerce brands that are in rapid growth
Amplify & Refine
Clearly know where you are today with a map to where you want to be
Providing efficient operations that give the CEO opportunity to grow
Case Study
Using only their business's Facebook page for comments and direct messages. With emails, texts, and calls being lost. It was a complete mess with no tracking of customer communication led to unhappy customers and missed sales.
From
A customer service platform that runs nearly 80% of the business and integrates all departments to work together seamlessly for a better customer experience. All communication in ONE place.
To
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Using only their business's Facebook page for comments and direct messages, a team of 20 customer service/sales representatives working 24/7 to log in to Facebook and respond randomly to each message as it appeared.
The owner communicated via text and calls to customers from a personal cell phone used as the business's main number and via emails from their multiple email accounts. Many emails and messages were missed due to the overwhelming responses from customers for this highly sought after brand.
Other departments utilized various cell phones to communicate with customers about messages they sent via Facebook, email, and text.
The situation was a complete mess with no tracking of customer communication led to unhappy customers and missed sales.
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Implemented and set up a customer service platform that integrated with Shopify to pull customer data and create customer profiles so CS reps could see all orders and correspondence and other tools like the rewards program.
Previously we migrated this company to the Shopify Plus platform and setup a completely new website and inventory system, including new shipping and internal processes.
All email, Facebook, and phone communication were integrated with the platform. Any new communication was assigned to a customer service/sales representative to have one conversation with the same customer until resolved or with the next shift where they could easily see the full conversation to finish taking care of the customer.
The team was able to categorize and send requests to other departments with details when there was a need for escalation to prevent further problems.
Outcome:
All communication in ONE place. A customer service platform that runs nearly 80% of the business and integrates all departments to work together seamlessly for a better customer experience.
It also created a data source to keep track of trends and issues.
You want everything to work smoothly without your constant oversight.
You need time to grow the business.
You want to work on new ideas.
You need space to do more.