Last Updated on June 9, 2023 by Tony Fowler
European based essential oil company volant aroma, is bringing high-quality essential oils to people all over the globe. The company has Scandinavian roots, which reflects the simpler, minimalistic, modern design of their essential oil diffusers and high-quality organic essential oils.
Volant’s headquarters are located in Oslo, Norway, however their products are currently available to most countries in the European Union, United Kingdom, and Norway through their eCommerce store. The company, which is still growing, offers their customers high-end products at an affordable price.
Their mission is to improve our customers’ lives through aromatherapy, who can use our products to relax, focus, sleep better or simply spice up their home with a stylish diffuser and lovely aromas. The brand has already become a great success in the short time it has been in existence. Just a year after being founded, volant has sold products to 17 countries and is continuing to grow. They were also nominated as the top three wellness products in 2020 by Costume Norway.
A Growing eCommerce Customer Base Means Increased Customer Inquiries
As volant transitioned to a fully online eCommerce company, they began to struggle to keep up with responding to all incoming customer inquiries. Their customers were contacting them via both email and social media, and it increasingly became difficult to respond to customers within 24 hours.
Since customers expect answers to their questions as quickly as possible, faster response times is an essential part of the customer experience for volant. They also wanted to create stronger trust in their brand.
Another goal they had was empowering their customer service representatives with the necessary information regarding customer orders when responding to inquiry tickets. As CEO Daniel indicated “we were looking for a solution which could be integrated with Shopify and our social media channels.”
It was at this point that volant discovered that Re:amaze had what they were looking for.
Growing a Brand from Improved Customer Experience
Re:amaze was able to help simplify customer service for volant. Since they are a brand with an international presence, timely response times are crucial to their business. With the help of Re:amaze products, volant is now able to respond to all of their customer inquiries within 24 hours, and more often even quicker.
Customers can easily access the brand through social media or email, and now their customer service representatives have all of the customer information they need in one easy to access portal. The ability to provide your employees with all of the information they need in a centralized location, will allow your team to respond to more inquiries in a shorter amount of time. Not only does this decrease your response times, but it also allows your business to become more efficient without having to hire more employees, saving you money in the long run.
The Importance of Customer Service
Volant understands the importance of improving the customer experience, as it not only increases customer satisfaction, but it improves the overall efficiency of your team.
A strong customer experience on social media is especially important if your shoppers tend to be on the younger side. Youngr customers rely heavily on their impression of a brand and how they present themselves on social media. This includes responding to customer comments, shares, and direct messages.
As a company grows, the customer experience is often sacrificed as employees try to keep up with the increased demand. This is an unfortunate reality for many companies, as hiring additional employees is not always an option, and can have a negative effect on the customer experience. This is why it’s important to choose the technology and products you integrate into your business processes carefully. The right integrations will improve processes, make your team more efficient, and increase customer satisfaction.
Proven Results with Re:amaze
Working with Re:amaze, volant has been able to increase their customer satisfaction from 4.5 to 4.7 on Trustpilot. A large number of their customers have also mentioned the excellent customer service volant provides. This is important as research shows that 68% of consumers say they are willing to pay more for products and services from a brand that is known to offer good customer service experiences.
Furthermore 89% of consumers are more likely to become a repeat customer after a positive customer service experience. Conversely, 39% of customers that experience a poor customer service experience have indicated they would never use that company again.
As mentioned previously, response times have also been reduced from over 24 hours to most inquiries being answered in under 12 hours. Studies on customer service response times indicate that 48% of customers expect a response to questions or complaints made via social media within 24 hours. Businesses can anticipate that this response time expectation will decrease in coming years and should prepare accordingly to improve their response times.
How Re:amaze Improved volant’s Customer Experience
As mentioned previously, the greatest challenges faced by volant was keeping up with customer inquiries and providing their customer service agents the information they needed to address customer concerns.
To address these challenges, volant chose to utilize Re:amaze Inbox. This is a powerful shared inbox tool that enables your entire team to manage all of your customer conversations across multiple channels in one central location. For companies that utilize multiple social media platforms as well as email, this creates a more streamlined process for responding to customers. With Re:amaze Inbox there is no need to switch from email to Facebook to Instagram to respond to customers. Now, everything can be managed from a single inbox.
Volant utilizes a variety of channels to connect with their customers, including:
- Facebook Messenger
- Facebook Comments
- Instagram Comments
- Instagram Direct Messages
When using Re:amaze Inbox your employees are able to respond to customers through the web based dashboard on your desktop, using the mobile app, or even via email. These tools allow your team to respond to customers anywhere, at any time. Re:amaze Inbox is completely transparent to your customers, which means they will never know you are responding from Inbox. From their perspective, they see your responses on the platform from which they initiated the conversation.
Another great feature of Re:amaze Inbox is that it allows your team to collaborate on customer inquiries. Within the inbox your employees will be able to see customer notes, reminders, notifications, and tasks if follow up with a customer is needed. Your customer service agents also have the option of using canned responses, templates, or FAQ articles to provide quick responses to customers when applicable.
Your customer service representatives will also be able to see if another employee is actively helping a customer, so your team can avoid responding twice and appearing disorganized. You can even analyze your customer service quality and performance with channel reports, so you can see where there is room for even more improvement.
Re:amaze Social Media Integrations
In addition to Re:amaze Inbox, volant is also able to utilize the social media integrations available from Re:amaze. These 3rd party integrations enable you to access important customer data from the social networks your business is utilizing – such as Facebook and Instagram.
This will enable your team to receive and respond to comments, reviews, and messages from your Facebook account directly from the Re:amaze dashboard. On Instagram, your team will also have the ability to respond to posts within the dashboard. In both cases, connect your brand’s social media pages to this dashboard allows you to get notifications from the platform, respond to customers, and assign tasks to employees as needed.
This streamlined process, empowers your employees to work smarter, not harder, eliminating the need to switch from platform to platform. If you’re interested in learning more about how Re:amaze can help your brand improve your customer experience and become more efficient contact us today to see a demo!