How Switching Service Platforms Helped LOLA Build Real Trust With its Customers
LOLA is a rapidly growing subscription and direct-to-consumer feminine care brand. Originally offering tampons and pads, LOLA now also stocks hygiene and sexual wellness products for women. Just like Dollar Shave Club and Harry’s, LOLA started by selling a single product with a strong purpose, but has since grown its offerings to the point that it's a viable competitor to established leaders within its vertical. The trust LOLA builds with its customers is a crucial differentiator from its competitors. In fact, many women who subscribe to LOLA speak to their agents before speaking to a doctor. By switching its customer service platform, LOLA increased its support efficiency by 15 percent and made proactive outreach a reality.
LOLA connects with customers during some of their most intimate and private moments. That means not only does its agents need to be sensitive and responsive, their service has to strike the right balance between empathetic and informational. Accordingly, these agents go further than most to put their products in the hands of the women that need them. From overnighting tampons to customers who are stuck away from home to simply taking the time to consult with them and find the right product, LOLA relies on its service and experience platform to give them the capabilities and information they need to build trust with every customer.
However, LOLA’s previous support platform didn’t give it the full customer view it needed. Because the ticketing system wasn’t linked to its back-end system, LOLA had very little context on the order history or subscription details at hand. Agents had to sift through several different platforms and windows, which added up to quite a time-suck.
“Since many of our customer inquiries are related to subscription management, linking the order and subscription data with our customer platform was critical,” said Caroline Dell, senior manager, customer strategy and operations, at LOLA.
LOLA decided to switch to service platform Kustomer to get more connected views of its customers. By connecting Kustomer to LOLA’s back-end system, the retailer was able to pull all order and subscription information into a single timeline, making it easy for agents to get all the context they need at a glance. Now all of LOLA's support channels, from email, chat and phone to direct messages on Facebook and Twitter, are brought into the same continuous conversation and it’s easy for agents to shift between channel. This now enables LOLA's agents to reach customers on their channel of choice.
But agents can do more than just see all of the relevant order and subscription information. They can easily make edits within the platform. Simple context cards enable the team to immediately schedule, modify or cancel a subscription, and even check on its shipping status — all without having to switch screens. With a click, they can begin to modify the details of the subscription as needed (e.g., which products are included, its frequency, and more). This means agents can deliver great service, fast.
“Our team has seen a 15 percent increase in overall efficiency,” said Dell. “And the integration makes it easier for the team to spot orders that have been placed but may need modifications.”
Now it’s easy for LOLA to find customers who have both placed an order and emailed support in the past day. That gives LOLA an easy-to-access list so it can prioritize these customers and make changes to their orders before they ship so customers don’t have to deal with the inconvenience of sending their package back.
Making the switch to a new support platform has truly paid off for LOLA in both efficiency and happy customers. With a holistic view of the customer in a single timeline, LOLA can deliver the same quality of service to more women more quickly.
“Since switching to Kustomer, our median first reply time has decreased by 25 percent, even though there has been an in increase in inbound volume,” said Dell.
A robust customer service platform can help groundbreaking brands like LOLA keep their brand promises and build relationships on trust with more memorable, meaningful one-to-one service.
Brad Birnbaum is the CEO and co-founder of Kustomer, a customer service platform.
Related story: Retailers: Revamp Recruiting and Customer Service Will Soar