Last Updated on June 9, 2023 by Tony Fowler
Welcome to another Re:amaze Interview Case Study! Today, we’re sitting down with Mark Riskowitz who is the Head of Operations at Caraway Home.
Tell us about your brand. How and why did you decide to start this business? What’s your value and mission? Any press coverage?
Caraway is on a mission to craft well-designed, non-toxic ceramic cookware that thoughtfully raises the standards of what you cook with. Simply put, our products are designed to make your life easier and healthier, no matter your level of expertise. We have been mentioned in over 50+ press articles since our launch in November 2019 such as Forbes, Gear Patrol, Vogue, and Food and Wine.
If you’re interested in reading more about Caraway Home’s adventure, there’s also a great interview with Talking Shop and our CEO, Jordan Nathan.
What customer service problems were you experiencing prior to shopping for a solution?
We implemented Re:amaze (prior to launch) as the first tool before using regular direct email to communicate with customers. In many ways, I knew how important customer service would be for a new DTC brand and how deeply that integrates with the overall shopping experience. So I wanted to implement a solid system and tool to prepare for our brand’s launch.
In my search, I previously considered and tried Kustomer, Intercom, Zendesk, Freshdesk. We ultimately settled on Re:amaze.
What were some customer expectations you absolutely needed to fulfill and how did you come across Re:amaze?
We knew that having a website with chat capabilities was a must. The chat experience needed to be fast, easy to use, and something our agents can rely on to deliver rapid responses to our customers’ most urgent questions.
We also evaluated each platform for its ability to connect customers across different conversations and channels. Re:amaze’s integration with Shopify is also extremely handy for our team to make sure conversations are addressed effectively.
How is Re:amaze performing for your team and is it helping to satisfy your customers’ expectations?
Re:amaze is providing an excellent and well-performing tool that, out of the box, connects with many great 3rd party apps and provides fantastic features that help my team and I do the best work we can for our customers. It certainly has been extremely satisfactory for our customers!
Since Re:amaze is brand new to our workflow, we don’t have initial metrics for improvement. However, Re:amaze has allowed us to set the standard of response time over email and chat to impressive and difficult-to-beat levels. In addition, the chat system has directly driven conversions thanks to the awesome tracking feature of attributed orders.
Can you rate Re:amaze in one sentence?
Putting the “amaze” in customer service, this platform excels in every respect.