Small & Medium Businesses

The Story Organic Customer Story

"very easy and user-friendly for everyone to use...it's now impossible to miss an order."

An eCommerce Case Study

An online shop selling organic childrens' clothes has used gmail for many years.

There are 6 employees, 4 of whom check the emails.

The company realise the importance of responding quickly to a customer enquiry. They know that often a customer will purchase from the first company that responds to their enquiry.

They are aware that responding using gmail isn't easy - knowing who is doing what and when and also find that responding to enquiries takes too much time every day. They wanted to be more efficient and their search led them to EvantoDesk.

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Problem 1:
Managing the response time using email is really difficult and quite random - some are replied to quickly, others take much longer. In some cases no reply at all was made as the email was read but no responded to and slipped down the inbox.

Solution 1:
With EvantoDesk it is now impossible to miss an enquiry. Each email becomes a new ticket and the response and resolution due times start counting down from the minute the ticket is created. As such it is easy to see in which order emails should be replied to but also it is impossible for any to slip down the inbox as each ticket must be marked as closed once it is resolved.

Problem 2:
When enquiries come into the inbox at gmail, it's hard to know who is doing what and when. Minutes are wasted checking who is replying to which customer enquiry and these minutes add up to hours wasted every week.

Solution 2:
When a new email pops into EvantoDesk a team member can, with just two clicks, assign the email (called a ticket in EvantoDesk) to themselves. The rest of the team can then see that the ticket has been assigned to a colleague and so they know it's being dealt with.

If they do happen to click on the ticket, the EvantoDesk collision detector instantly alerts them that another team member is already working on that ticket.

If the team member needs to get input from a colleague, they can add a note to the ticket and this sends an email alert to their colleague. If they need to hand the ticket over entirely, they can just re-assign it to another team member.

Problem 3:
Responding to emails takes time, is often repetitive and so results in low productivity.

Solution 3:
With EvantoDesk it is now easy to insert a pre-defined Canned Response into an email reply to save having to type the same response over and over again.

Problem 4:
The team find that they are often asked the same questions regarding delivery, returns and also where their clothes are sourced. Whilst a lot of this info is on their website, customers are not seeing it and are instead emailling their questions.

Solution 4:
Using the EvantoDesk help docs functionality has reduced the number of enquries dramatically. The help docs have been added to their website under the domain help.companyname.com and the info is easily updated without having to republish their website. The easy layout has ensured that customers can get to the info they need quickly 24/7 and, whilst enquiries have gone down, orders have gone up!

Problem 5:
The company has built up a following on Facebook and Twitter and often details new promotions via social media. Often Tweets and Facebook posts and messages are sent by customers requesting more information or just giving feedback.

Finding the time to check Facebook and Twitter for new updates and also then jumping from email to Facebook and then Twitter is time consuming and also some messages are missed and not responded to.

Solution 4:
Managing Facebook, Twitter and emails is now so simple as it all comes into EvantoDesk. Facebook messages and posts and Tweets can be responded to directly from EvantoDesk so there is now no need to go into Facebook or Twitter.

Every @mention of the company or # mention of their brand results in a ticket being added to EvantoDesk. Because everything now comes into EvantoDesk it's of course impossible to miss anything.