![\"\"](\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/06\/Screen-Shot-2019-06-10-at-3.01.30-PM.png\")
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In this case study, we\u00a0talk\u00a0with John Notgrass, Co-founder and eCommerce manager of Notgrass History, to discuss\u00a0how\u00a0he and his team\u00a0use Re:amaze\u2019s native BigCommerce integration and multi-channel\u00a0inbox to reduce response times and provide\u00a0exceptional\u00a0customer support to their homeschool clients.<\/p>\n
About Notgrass History
\n![\"notgrass](\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\")
<\/strong><\/h2>\nAfter graduating from homeschooling, John and parents, Ray and Charlene, decided to start a homeschool curriculum publishing business. They created their\u00a0first\u00a0website for Notgrass History in 1998, and have been\u00a0taking the homeschooling industry by storm ever since.\u00a0<\/span><\/p>\nNotgrass has thousands of satisfied customers across all fifty United States, Australia, Canada, New Zealand, and the United Kingdom. If this doesn’t impress you, just check out their 450+ 5-star reviews!<\/span><\/p>\nNotgrass History is very popular with homeschool families and have also received several awards from Teach Them Diligently (Homeschool Family Favorites Guide: Best of 2019) and Practical Homeschooling (Reader Award: Top Ranked By Homeschoolers).<\/p>\n
Notgrass History\u2019s primary goal is to encourage and support parents who are teaching the heart, soul, and mind of their child. They aim to make learning at home easy for parents and engaging for students. <\/span><\/p>\nCreating high-quality curriculum for homeschoolers is an honor and a joy for the Notgrasses. The values they share with their customers help to build connections with them that go beyond a book purchase.<\/span><\/p>\nNotgrass History Moves to BigCommerce<\/strong><\/h2>\nAs Notgrass History had continued to grow,\u00a0their\u00a0needs had changed. Notgrass had used several eCommerce platforms and various tools for customer communications, but none of them had fully satisfied their requirements.\u00a0<\/span><\/p>\nIn 2017, Notgrass History had found\u00a0an eCommerce platform\u00a0that suited their needs\u00a0and had\u00a0decided to make\u00a0their move onto BigCommerce. BigCommerce had provided the tools to host and manage\u00a0a great storefront, but Notgrass still needed a tool to streamline their customer service process. The next step they needed to take was to find a great customer messaging platform that integrates with BigCommerce: Re:amaze.<\/span><\/p>\nNotgrass History has a remote customer support team, so it can be difficult to collaborate with one another and distribute customer support conversations. With Re:amaze’s shared inbox, ability to reassign conversations, and leave internal staff notes,\u00a0Notgrass’ customer support team can manage customer inquiries efficiently and easily assign them to the correct person.\u00a0Re:amaze’s native integration\u00a0with BigCommerce also enables the Notgrass History’s customer service team\u00a0to easily\u00a0view\u00a0customer order details, tracking information, and even process refunds within a conversation. With all of this information on hand, Notgrass’ customer support team is equipped with all the tools to provide the best support for their homeschool clients.<\/span><\/p>\n“We get positive feedback on the customer service we provide, and Re:amaze is a key part of that process. In our second year of using Re:amaze, customer appreciations were up 49% over the first year.” -John Notgrass, Co-founder and eCommerce Manager of Notgrass History<\/span><\/p><\/blockquote>\n<\/p>\n
Notgrass History Puts Their Customers First<\/h2>\n
A major\u00a0part\u00a0of\u00a0Notgrass History’s\u00a0mission is to provide\u00a0support and assistance to overwhelmed homeschool parents. With many responsibilities and duties, it’s common for parents to feel like\u00a0homeschooling their child is becoming a burden.\u00a0John understands that\u00a0<\/span>Notgrass History has a customer base that consists of busy parents who are often taking care of their home or tending to other family matters. Due to their overloaded schedule, many of these parents may not be able to contact\u00a0Notgrass History’s\u00a0customer support team\u00a0during normal business hours.<\/span><\/p>\nNotgrass History needed to come up with a solution to make it easy for\u00a0these busy homeschool parents to contact Notgrass’ customer support team.\u00a0Notgrass History’s\u00a0fix to this problem is\u00a0to offer a variety of communication channels for customers to use. Customers\u00a0can find a communication channel that works for them and then can easily contact a customer support representative when needed. <\/span><\/p>\nHowever, this brought about a new problem. Going back and forth between emails, social media, phones and SMS was not only extremely time consuming, but it also made it easy for conversations to fall between the cracks. Managing customer support conversations became extremely tedious, and Notgrass needed a better solution.<\/span><\/p>\nRe:amaze’s multi-channel\u00a0inbox brings live chat, email, social media, SMS, and\u00a0voice all into one\u00a0dashboard. John’s team uses Re:amaze’s multi-channel inbox to easily manage all incoming customer inquiries. Instead of going back and forth between emails, social media, phones, and SMS, the Notgrass customer support team is able to view and respond to all customer inquiries within one shared, multi-channel inbox. Notgrass History has\u00a0been able to reduce\u00a0their average response times and are able to respond to more customers within a day.<\/p>\n
“Re:amaze helps us respond to 34% of contacts within one hour and 83% within one day.”\u00a0 -John Notgrass, Co-founder and eCommerce Manager of Notgrass History<\/span><\/p><\/blockquote>\n<\/p>\n
John’s Final Thoughts<\/strong><\/h2>\n“Before moving to Re:amaze, we did not track response times or have a clear view of how our customer service team was performing. Re:amaze lets us track response times, average thread size, and now how often our bot can take care of routine customer inquiries.\u00a0Re:amaze lets us serve our customers without getting in our way.” -John Notgrass,\u00a0Co-founder and eCommerce Manager of Notgrass History<\/p><\/blockquote>\n
\nWant to talk to us about Re:amaze?<\/h2>\nSchedule a Demo<\/a><\/strong><\/h5>\nSign up for a Trial Account<\/a><\/strong><\/h5>\n","protected":false},"excerpt":{"rendered":"
![\"notgrass](\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/06\/notgrass-takes-you-there-logo-large-royal-blue-300x142.png\"){kind=logo}
<\/strong><\/h2>\nNotgrass has thousands of satisfied customers across all fifty United States, Australia, Canada, New Zealand, and the United Kingdom. If this doesn’t impress you, just check out their 450+ 5-star reviews!<\/span><\/p>\n Notgrass History is very popular with homeschool families and have also received several awards from Teach Them Diligently (Homeschool Family Favorites Guide: Best of 2019) and Practical Homeschooling (Reader Award: Top Ranked By Homeschoolers).<\/p>\n Notgrass History\u2019s primary goal is to encourage and support parents who are teaching the heart, soul, and mind of their child. They aim to make learning at home easy for parents and engaging for students. <\/span><\/p>\n Creating high-quality curriculum for homeschoolers is an honor and a joy for the Notgrasses. The values they share with their customers help to build connections with them that go beyond a book purchase.<\/span><\/p>\n As Notgrass History had continued to grow,\u00a0their\u00a0needs had changed. Notgrass had used several eCommerce platforms and various tools for customer communications, but none of them had fully satisfied their requirements.\u00a0<\/span><\/p>\n In 2017, Notgrass History had found\u00a0an eCommerce platform\u00a0that suited their needs\u00a0and had\u00a0decided to make\u00a0their move onto BigCommerce. BigCommerce had provided the tools to host and manage\u00a0a great storefront, but Notgrass still needed a tool to streamline their customer service process. The next step they needed to take was to find a great customer messaging platform that integrates with BigCommerce: Re:amaze.<\/span><\/p>\n Notgrass History has a remote customer support team, so it can be difficult to collaborate with one another and distribute customer support conversations. With Re:amaze’s shared inbox, ability to reassign conversations, and leave internal staff notes,\u00a0Notgrass’ customer support team can manage customer inquiries efficiently and easily assign them to the correct person.\u00a0Re:amaze’s native integration\u00a0with BigCommerce also enables the Notgrass History’s customer service team\u00a0to easily\u00a0view\u00a0customer order details, tracking information, and even process refunds within a conversation. With all of this information on hand, Notgrass’ customer support team is equipped with all the tools to provide the best support for their homeschool clients.<\/span><\/p>\n “We get positive feedback on the customer service we provide, and Re:amaze is a key part of that process. In our second year of using Re:amaze, customer appreciations were up 49% over the first year.” -John Notgrass, Co-founder and eCommerce Manager of Notgrass History<\/span><\/p><\/blockquote>\n A major\u00a0part\u00a0of\u00a0Notgrass History’s\u00a0mission is to provide\u00a0support and assistance to overwhelmed homeschool parents. With many responsibilities and duties, it’s common for parents to feel like\u00a0homeschooling their child is becoming a burden.\u00a0John understands that\u00a0<\/span>Notgrass History has a customer base that consists of busy parents who are often taking care of their home or tending to other family matters. Due to their overloaded schedule, many of these parents may not be able to contact\u00a0Notgrass History’s\u00a0customer support team\u00a0during normal business hours.<\/span><\/p>\n Notgrass History needed to come up with a solution to make it easy for\u00a0these busy homeschool parents to contact Notgrass’ customer support team.\u00a0Notgrass History’s\u00a0fix to this problem is\u00a0to offer a variety of communication channels for customers to use. Customers\u00a0can find a communication channel that works for them and then can easily contact a customer support representative when needed. <\/span><\/p>\n However, this brought about a new problem. Going back and forth between emails, social media, phones and SMS was not only extremely time consuming, but it also made it easy for conversations to fall between the cracks. Managing customer support conversations became extremely tedious, and Notgrass needed a better solution.<\/span><\/p>\n Re:amaze’s multi-channel\u00a0inbox brings live chat, email, social media, SMS, and\u00a0voice all into one\u00a0dashboard. John’s team uses Re:amaze’s multi-channel inbox to easily manage all incoming customer inquiries. Instead of going back and forth between emails, social media, phones, and SMS, the Notgrass customer support team is able to view and respond to all customer inquiries within one shared, multi-channel inbox. Notgrass History has\u00a0been able to reduce\u00a0their average response times and are able to respond to more customers within a day.<\/p>\n “Re:amaze helps us respond to 34% of contacts within one hour and 83% within one day.”\u00a0 -John Notgrass, Co-founder and eCommerce Manager of Notgrass History<\/span><\/p><\/blockquote>\n “Before moving to Re:amaze, we did not track response times or have a clear view of how our customer service team was performing. Re:amaze lets us track response times, average thread size, and now how often our bot can take care of routine customer inquiries.\u00a0Re:amaze lets us serve our customers without getting in our way.” -John Notgrass,\u00a0Co-founder and eCommerce Manager of Notgrass History<\/p><\/blockquote>\nNotgrass History Moves to BigCommerce<\/strong><\/h2>\n
![\"\"](\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/06\/Screen-Shot-2019-06-06-at-3.41.50-PM.png\")
<\/p>\nNotgrass History Puts Their Customers First<\/h2>\n
![\"\"](\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/06\/Screen-Shot-2019-06-06-at-3.42.44-PM.png\")
<\/p>\nJohn’s Final Thoughts<\/strong><\/h2>\n
\nWant to talk to us about Re:amaze?<\/h2>\n
Schedule a Demo<\/a><\/strong><\/h5>\n
Sign up for a Trial Account<\/a><\/strong><\/h5>\n","protected":false},"excerpt":{"rendered":"