The Customer Is The Channel

The customer-centric blog of Linc Global

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Customer Highlight: How JustFab.com Delivers Exceptional Service to Members, While Cutting Costs With Automation

TechStyle Fashion Group, the parent company of JustFab.com and ShoeDazzle.com, has seen explosive growth since its founding in 2010; gaining over 5M members with over 85M products shipped, operating in 12 countries with over 23M Facebook fans. With this expansion came challenges in giving customers the service they expect without running customer service costs sky-high. Parallel to this growth, TechStyle recognized that their customers were changing their habits, and email was no longer being used as much as social chat channels like Facebook Messenger.

 

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“We made the decision to invest in an automated assistant that uses new communication channels with a commitment to serve our members on the channel they prefer, whenever they need us. We immediately saw a return on investment with a decrease of contacts into our Member Services Center.” - Anna Pettus, VP GMS Strategic Operations | TechStyle Fashion Group

Download the Case Study to learn how TechStyle used Customer Care Automation to serve customers beyond simple inquiries, giving their members the service they want with the margin they need.

Highlights:

  • Their Messenger Chatbot handles more than 90% of customer interactions on social
  • 74% of customers proactively engage on Messenger
  • Email is no longer used as a support channel

 

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How a Billion Dollar Childrenswear Company improved loyalty and LTV by 65%

Whenever children or babies are around - you know you'll have your hands full, with little time to spare. 

[ Forrester Viewpoint ] Deliver Value-Oriented, Contextually-Relevant Experiences

Picture this: A busy Mom is on her way to the grocery store, with 2 kids in the back seat asking about snacks. One wants an apple juice, the other wants a cheese stick. As she parks the car and gives the kids their snacks, she has a moment to catch up on the three things that are on her mind: 1 - The playdate she's hosting this weekend, 2 - Lunches for the family, and 3 - The new dress her daughter wants to wear at her friend's birthday party next Sunday. The first two are momentary thoughts, the latter, is a pause filled with concern that what she has ordered online might not make it in time. It will stir a fight if she has to convince her daughter to wear something from the wardrobe.