Last Updated on June 9, 2023 by Tony Fowler
Read our interview with Jeana LeClerc, Founder and CEO at Art of Skin Care and how she adopted Re:amaze to help boost on-site customer engagement
Interview Transcript
So tell us a bit about Art of Skin Care! What makes you unique?
J: All of our products are hand curated and extensively tested before we even think about stocking them for our customers. For us, a product needs to be more than just pretty packaging or a great name. It needs careful formulation, natural ingredients, and radiant results.
We’ve made it our mission to bring our customers the most skin-nourishing products that get to their skin goals, whatever they may be. Healthy, confidence-boosting skin has never been easier!
What were you hoping to accomplish with an eCommerce helpdesk and customer messaging platform?
J: I wanted us to be able to view client orders, history and previous conversations from the same dashboard. Additionally, I wanted my team to work seamlessly together to service our client needs. In the past, we had customer concerns and questions coming through many channels and it was difficult to track and be sure that all of the customers needs were met in a timely manner.
What was one customer need you absolutely needed to fulfill using Re:amaze?
J: A live chat system that is easy to use and where they can leave a message when we are busy or during non business hours.
How did Re:amaze help you satisfy your business goals?
J: Re:amaze works seamlessly with BigCommerce. That’s huge for us. It allows us to quickly see customer orders, shipping information and past conversations. We can even process refunds and cancellations through Re:amaze. This works beautifully for us and helps us to keep our customers feeling valued and loved.
Can you share a key metric to help others reading this how much of an impact Re:amaze has made to your business?
J: Re:amaze has helped us to reduce phone calls and confusion on our web site by providing a quick easy way for customers to contact us. In the past we had clients calling, reaching out through FaceBook messenger and through our BigCommerce contact form. Now all of those routes lead to one place… our Re:amaze dashboard.
This allows us to quickly find the information that we need and to quickly respond to every client that requests our help. Prior to utilizing Re:amaze, we interacted with one or two customers per week on our live chat. Now we help 60 to 80 clients per week. That’s a remarkable difference.
Final thoughts from Jeana
“Organize your Customer Happiness Team so that they work together seamlessly and no customers fall through the cracks!” –Jeana LeClerc, Founder and CEO at Art of Skin Care