{"id":3952,"date":"2019-08-06T22:11:56","date_gmt":"2019-08-06T22:11:56","guid":{"rendered":"https:\/\/blog.reamaze.com\/?p=3952"},"modified":"2023-06-09T13:52:02","modified_gmt":"2023-06-09T20:52:02","slug":"foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/","title":{"rendered":"Foundry Coffee Roasters, Named the Best Artisanal Coffee Shop in Sheffield, Chooses Re:amaze over Gorgias and HelpScout to Impress Customers"},"content":{"rendered":"<p>In this case study, we&#8217;re interviewing <strong>Lee Newell<\/strong>, Managing Director at <a href=\"https:\/\/foundrycoffeeroasters.com\/\">Foundry Coffee Roasters<\/a>, about <a href=\"https:\/\/www.reamaze.com\/?ref=casestudy\">Re:amaze<\/a> and their experience with building a better and more organized customer support system.<\/p>\n<h3><strong>Can you tell us the story of Foundry Coffee Roasters?<\/strong><\/h3>\n<p>Foundry Coffee Roasters is a small independent business based in Sheffield, established in 2012. We now have seven team members in total who work between our two bases &#8211; a \u00a0roastery and coffee bar based at Cutlery Works on Neepsend Lane, Sheffield and our other coffee shop based on Bank Street in the city center.<\/p>\n<p>Our goal is to help our customers and guests to have great experiences and we use coffee as a conduit to help us achieve that. Most of all, we just get super excited about sharing our passion and blowing minds with incredible brews.<\/p>\n<p><img decoding=\"async\" class=\"alignleft size-medium wp-image-3962 lazyload\" data-src=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/fcr_58-200x300.jpg\" alt=\"\" width=\"200\" height=\"300\" data-srcset=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/fcr_58-200x300.jpg 200w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/fcr_58-768x1152.jpg 768w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/fcr_58-683x1024.jpg 683w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/fcr_58-1200x1800.jpg 1200w\" data-sizes=\"(max-width: 200px) 85vw, 200px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 200px; --smush-placeholder-aspect-ratio: 200\/300;\" \/>In January 2017, we opened our first coffee shop on Bank Street in Sheffield. The coffee shop is a way for us to show how we think coffee should be served but it&#8217;s not all about coffee&#8230;<\/p>\n<p>Our ethos of valuing freshness and seasonality is carried through to our food offering. Simple food, well prepared with good quality ingredients and all with a definite Bengali influence.<\/p>\n<h3>What has your experience been so far with using Re:amaze?<\/h3>\n<p>We&#8217;re\u00a0loving the software so far &#8211; it\u2019s helping\u00a0us to spend a lot less time bouncing between social media messaging\u00a0accounts and it\u2019s also helping to keep everything much more organized, reducing the likelihood of a slip-up.<\/p>\n<p>Setup was super easy and we\u00a0created\u00a0a separate\u00a0email address that we now use for all our customer service\/support related\u00a0activity. This way, when we\u00a0get a notification from Re:amaze, we know it\u2019ll probably be something that we need to address quickly. The Slack integration with Re:amaze has been really\u00a0instrumental in this respect too. It keeps our communications perfectly streamlined and in sync.<\/p>\n<p><img decoding=\"async\" class=\"alignleft size-full wp-image-3959 lazyload\" data-src=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.02.12-PM.png\" alt=\"\" width=\"2556\" height=\"1388\" data-srcset=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.02.12-PM.png 2556w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.02.12-PM-300x163.png 300w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.02.12-PM-768x417.png 768w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.02.12-PM-1024x556.png 1024w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.02.12-PM-1200x652.png 1200w\" data-sizes=\"(max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 1362px) 62vw, 840px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 2556px; --smush-placeholder-aspect-ratio: 2556\/1388;\" \/><\/p>\n<h3>What features are you currently taking advantage of?<\/h3>\n<p>We\u2019ve only touched the surface of Cues (Re:amaze&#8217;s automated messaging and engagement feature) and Workflow Automation (Re:amaze&#8217;s internal and external automation builder using rules, macros, and commands) but we can already see a lot of potential there for us to optimize while on Shopify. We plan on taking a deep dive on this soon to engage customers more efficiently and at scale. This should help us boost conversion rates.<\/p>\n<p>The Re:amaze Mobile app is also great &#8211; I get kicked out every once in a while but that doesn\u2019t seem to stop the notifications coming so no big deal really.<\/p>\n<h3>What\u00a0ultimately prompted you to go with Re:amaze?<\/h3>\n<p>We were\u00a0seriously impressed.\u00a0Re:amaze is a\u00a0good value for us too, just in terms of time savings if nothing else! It\u2019s worth\u00a0informing the Re:amaze team\u00a0that we looked at a number of options before trying out\u00a0Re:amaze and I feel that we made the right choice.<\/p>\n<p>The Re:amaze\u00a0documentation is\u00a0excellent and makes the whole thing pretty easy once a decision has been made to go jump aboard. In my mind I was thinking that whichever option I chose, I\u2019d need to invest half a day at least &#8211; which was wrong in hindsight.\u00a0For what it&#8217;s worth,\u00a0our shortlist in the end was Gorgias (expensive) and Helpscout (close one)\u00a0but\u00a0it was a testimonial in a Facebook Group about your great customer service and features that led me to\u00a0choose Re:amaze.<\/p>\n<p><img decoding=\"async\" class=\"alignleft size-full wp-image-3960 lazyload\" data-src=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.03.37-PM.png\" alt=\"\" width=\"2554\" height=\"1388\" data-srcset=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.03.37-PM.png 2554w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.03.37-PM-300x163.png 300w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.03.37-PM-768x417.png 768w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.03.37-PM-1024x557.png 1024w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/Screen-Shot-2019-08-06-at-3.03.37-PM-1200x652.png 1200w\" data-sizes=\"(max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 1362px) 62vw, 840px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 2554px; --smush-placeholder-aspect-ratio: 2554\/1388;\" \/><\/p>\n<h3>What&#8217;s your favorite thing about Re:amaze?<\/h3>\n<p>The thing I like best is the fact\u00a0Re:amaze pulls all historical conversations into\u00a0a single unified dashboard which\u00a0ultimately helps the customer feel more valued.<\/p>\n<p>Obviously, we deal with a\u00a0lot of\u00a0customer questions so it\u2019s not realistic for us to remember all\u00a0the details. When\u00a0we can refer back to something we talked to the customer about two months ago is just amazing for helping build the types of customer\u00a0relationships we want with our fans. Of course, the same feature means that we save time and don\u2019t have to be\u00a0jumping\u00a0around different social media platforms.<\/p>\n<h3>Any feedback for our team here at Re:amaze?<\/h3>\n<p>My advice is to try to help people understand how quick and easy it is to get the Re:amaze platform up and running. I was wary of all the options just because I expected setting up the free trial to take weeks. In reality, it probably took me about an hour and at least half of that was related to our new email address.<\/p>\n<hr \/>\n<h2 style=\"text-align: center;\">Want to talk to us about Re:amaze?<\/h2>\n<h5 style=\"text-align: center;\"><strong><a href=\"https:\/\/calendly.com\/reamaze\/demo\">Schedule a Demo<\/a><\/strong><\/h5>\n<h5 style=\"text-align: center;\"><strong><a href=\"https:\/\/www.reamaze.com\/signup\/?ref=casestudy-galen\">Sign up for a Trial Account<\/a><\/strong><\/h5>\n","protected":false},"excerpt":{"rendered":"<p>In this case study, we&#8217;re interviewing Lee Newell, Managing Director at Foundry Coffee Roasters, about Re:amaze and their experience with building a better and more organized customer support system. Can you tell us the story of Foundry Coffee Roasters? Foundry Coffee Roasters is a small independent business based in Sheffield, established in 2012. We now &hellip; <a href=\"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Foundry Coffee Roasters, Named the Best Artisanal Coffee Shop in Sheffield, Chooses Re:amaze over Gorgias and HelpScout to Impress Customers&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":3961,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[10],"tags":[],"class_list":["post-3952","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Foundry Coffee Roasters, Named the Best Artisanal Coffee Shop in Sheffield, Chooses Re:amaze over Gorgias and HelpScout to Impress Customers - Re:amaze Blog<\/title>\n<meta name=\"description\" content=\"Discover how Foundry Coffee Roasters improved their customer support system with Re:amaze. Streamline communication across social media platforms, stay organized, and save time with unified conversations. Explore features like Cues and Workflow Automation for optimized engagement and increased conversions. Try Re:amaze today for efficient and personalized customer experiences. 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Schedule a demo or sign up for a trial account.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/\" \/>\n<meta property=\"og:site_name\" content=\"Re:amaze Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/reamaze\" \/>\n<meta property=\"article:published_time\" content=\"2019-08-06T22:11:56+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-09T20:52:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/finallogo_copy_3.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1877\" \/>\n\t<meta property=\"og:image:height\" content=\"1191\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"David\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@reamaze\" \/>\n<meta name=\"twitter:site\" content=\"@reamaze\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"David\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/\"},\"author\":{\"name\":\"David\",\"@id\":\"https:\/\/www.reamaze.com\/blog\/#\/schema\/person\/3bffd970e708b17e27bd910fb2ef685e\"},\"headline\":\"Foundry Coffee Roasters, Named the Best Artisanal Coffee Shop in Sheffield, Chooses Re:amaze over Gorgias and HelpScout to Impress Customers\",\"datePublished\":\"2019-08-06T22:11:56+00:00\",\"dateModified\":\"2023-06-09T20:52:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/\"},\"wordCount\":806,\"publisher\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/finallogo_copy_3.png\",\"articleSection\":[\"Case Studies\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/\",\"url\":\"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/\",\"name\":\"Foundry Coffee Roasters, Named the Best Artisanal Coffee Shop in Sheffield, Chooses Re:amaze over Gorgias and HelpScout to Impress Customers - Re:amaze Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/foundry-coffee-roasters-named-the-best-artisanal-coffee-shop-in-sheffield-chooses-reamaze-over-gorgias-and-helpscout-to-impress-customers\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2019\/08\/finallogo_copy_3.png\",\"datePublished\":\"2019-08-06T22:11:56+00:00\",\"dateModified\":\"2023-06-09T20:52:02+00:00\",\"description\":\"Discover how Foundry Coffee Roasters improved their customer support system with Re:amaze. 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