Makati City, Philippines
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Increase in chat to conversion rate
Increase in response on campaigns
Poundit.com is an e-commerce startup for gadgets, electronics, and accessories. Since its inception in 2014, Poundit has raised a six-figure funding, partnered with more than 50 global brands, and leaped to a seven-figure growth in revenue. The unique value proposition of the company lies in its customer-centric approach, where it assists customers from browsing to unboxing to post purchase issues.
Customer happiness is at the nucleus of Poundit’s business manifesto and that’s what differentiates them from the rest of the e-commerce players. “We provide the customer experience and service across pre-purchase and post-purchase, just like what you would get if you walked into a branded store in the mall,” says the company’s CEO Kristian Salvo. Chat, because of its conversational experience, personalized support, and real-time response, is a channel Poundit wanted to actively explore and invest in.
The Holy Grail for Poundit:
The Stumbling Block:
Poundit evaluated Zendesk Chat and Jivochat for its messaging needs. Though Jivochat would have cost the company 60% lesser, they grew concerned about the platform’s lack of security compliances, messenger and agent experience, and enough social proof. The team couldn’t bank on Zendesk either because of their seat-based pricing, extra charges for leads and user data, and an interface that did not meet their needs.
Freshchat checked all the boxes for the Poundit team. Above all, there were top four factors that swayed the company to move to Freshchat:
“Visitors are more likely to engage from a channel if it looks good and offers a great experience. And Freshchat helps us with precisely that. It was the best choice in terms of functionality and pricing.”
Kyu Renegado and his team chose Freshchat as their messaging solution for:
Team Member Experience:
“After switching to Freshchat, our team members have been on the top of every visitor conversation and has not missed a single chat. The team member workflow and experience has been superior.”
“We recently ran a deal on GoPro (products) and the enquiries on it went significantly up. This was reflected in the GoPro subcategory under Labels Report. This helped us measure how visitors were responding to the deal, take learnings from it, and apply it to our next campaign.”
A Connected Ecosystem:
The customer support team of Poundit.com taking the leap
|METRICS||BEFORE FRESHCHAT||AFTER FRESHCHAT|
|Missed Chats (monthly)||8%||0%|
|Customer Satisfaction||Not measured||4.5/5|
|Campaign Reply Rate||20%||40%|
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