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Dr. Sebi’s Cell Food is an e-commerce company that offers plant-based supplements and products that are available on multiple Shopify platforms.
Decentralized Support Channels
Customer inquiries were scattered across multiple separate tools (email, chat, social), causing missed inquiries and difficulty in managing channels.
Lack of Expertise
The team had no proper experience in customer service or help desk operations, making it difficult to identify and implement the right solutions.
Undefined Processes
There were no established workflows or process mapping for handling customer inquiries.Tool Selection Challenges: Without a clear understanding of helpdesk capabilities, it was difficult to determine which help desk tool would best support their operations.
Absence of Channels like Call Center and Custom Forms
Business lacked other channels because they had limited technical resources.
No Self-Service Options
Customers lacked for quick resolutions.
Shopify Integration
Since there was no centralized helpdesk tool, the integration wasn’t possible.
Business Needs Assessment and Process Mapping
Conducted a thorough evaluation of Dr. Sebi’s customer support needs.
Centralized Ticketing System with Additional Channels
Implemented Zendesk to unify email, chat, Facebook, Instagram, custom forms, and call center communications.
CX Workflow Automations
Implemented automated workflows in Zendesk with inquiry prioritization.
Integration with Shopify
Configured an integration to have access to customer’s profiles and orders in Zendesk internally.
Branded Help Center
Built a comprehensive Help Center with a professional design, offering robust self-service options to customers.
AI-powered Chatbot
Implemented an AI-powered chatbot to handle common queries, improving response time and reducing the workload for support agents.
Administrative Training for the Team
Provided in-depth training sessions to equip the Dr. Sebi’s team with the skills to manage the new systems, workflows, and tools effectively.
2 weeks
Dr. Sebi’s now operates a centralized CX system, efficiently managing inquiries from email, chat, SMS, social media, and calls within one platform, ensuring consistency.
Automated workflows, an AI-powered chatbot inquiry handle common queries, significantly improving response times and reducing agent workload.
The branded FAQ page provides customers with self-service options, minimizing repetitive inquiries and improving satisfaction.
Comprehensive training equipped the team with new efficient processes to deliver consistent, high-quality customer support.
Through workflow, Dr. Sebi’s implemented structured and scalable processes to ensure operational efficiency and readiness for future growth.
Administrative training equipped the Dr. Sebi’s team with the skills to effectively manage the new CX tools and workflows, fostering confidence and long-term operational success.
