{"id":3546,"date":"2019-04-12T19:53:06","date_gmt":"2019-04-12T19:53:06","guid":{"rendered":"https:\/\/blog.reamaze.com\/?p=3546"},"modified":"2023-06-09T13:57:26","modified_gmt":"2023-06-09T20:57:26","slug":"fastest-growing-protein-bar-company-built-bar-boosts-customer-service-speed-by-5-6x-with-reamaze-and-smile-io","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/fastest-growing-protein-bar-company-built-bar-boosts-customer-service-speed-by-5-6x-with-reamaze-and-smile-io\/","title":{"rendered":"Fastest Growing Protein Bar Company Built Bar Boosts Customer Service Speed by 5.6X with Re:amaze and Smile.io"},"content":{"rendered":"

How do you handle the overwhelming amount of customer conversations when you become the fastest growing protein bar company in the world?<\/p>\n

This is only one of the problems\u00a0Built Bar<\/strong><\/a>\u00a0struggled with before implementing Re:amaze on their Shopify-powered storefront.<\/span><\/span><\/p>\n

In this case study, we’re discussing Re:amaze<\/a><\/strong> and <\/span>Smile.io<\/a><\/strong> with Jeff Newman, Co-Founder and VP of Marketing of <\/span>Built Bar<\/a><\/strong> and why native integrations with Shopify and Smile matter for eCommerce brands<\/span><\/p>\n

About Built Bar<\/h2>\n

\"Built<\/p>\n

High-quality product packed with flavor, protein, and fiber that only contains 100 calories – this is Built Bar\u2019s value proposition.<\/span><\/p>\n

Built Bar is truly a standout among protein bars. With its exceptional nutritional profile and eight delicious flavors, Built Bar is the favorite bar of discerning fitness trainers and fitness enthusiasts alike.<\/span><\/p>\n

Built Bar opened its online store via Shopify to the public in August 2018 and quickly became the fastest growing protein bar company in the world. According to BuiltBar Co-Founder and VP of Marketing, Jeff Newman, Built Bar is like a candy bar, but healthier!<\/span><\/p>\n

The texture is light and fluffy, and with each bite you take, you will think you are cheating on your diet, indulging on a chocolate dessert! There isn’t a more delicious way to get your protein.<\/span><\/p>\n

\"\"<\/p>\n

Challenges in Growth for Built Bar<\/strong><\/h2>\n

Due to its overwhelming growth in such a short amount of time, Built Bar was faced with several roadblocks.<\/span><\/p>\n

Overwhelming Number of Live Chats with Customers<\/strong><\/h3>\n

First, their loyal customers used several platforms to communicate with the company. Built Bar\u2019s audience lives on all social platforms like email, live chat, Facebook, Messenger, and Instagram.<\/span><\/p>\n

And instead of closing down these channels of communication, Built Bar needed to stay true to their customers and make it as easy as possible for them to communicate their needs with their customer service reps.<\/span><\/p>\n

However, Built Bar had no way to organize and respond to all incoming messages quickly and efficiently. Using these many platforms to communicate was not only costly and time-consuming, but it made it difficult to track the performance of customer service reps and refer back to old conversations as needed.<\/span><\/p>\n

In order to continue their growth, Built Bar needed to have a method to track these conversations to learn from them.<\/span><\/p>\n

Inability to Segment Live Chat Channels<\/strong><\/h3>\n

Not only did Built Bar need to find a way to make the customer conversation process more efficient, but the dispersed conversations made it difficult to segment the channels and specific customer requests to the right team members and departments.<\/span><\/p>\n

Because communications were not uniform, neither was their ability to segment. And thus, it became increasingly difficult to handle customer requests.<\/span><\/p>\n

Helpdesk Lacking in Access to Customer Data<\/strong><\/h3>\n

Customer data is key to the Built Bar team. To continually improve on their products, Built Bar needed to access customer data from a variety of sources and apps, such as the following:<\/span><\/p>\n