Fashion Retailer, Supara, Uses Freshworks Software to Convert Customer Support Tickets into More eCommerce Sales
Supara Group, a large Southeast Asian clothing company, automates responses to its skyrocketing online customer queries using Freshdesk Omnichannel and Freshchat
Singapore - 2022-12-07
Freshworks Inc. (NASDAQ: FRSH), a software company empowering the people who power business, helped Thai clothing retailer, Supara Group, accelerate e-commerce sales with faster response times to customer queries with the conversational messaging capabilities of Freshdesk Omnichannel™ and Freshchat™.
Like many brick-and-mortar retail chains, Supara Group had to close stores – about 200 – across Thailand as shoppers turned to online platforms in the wake of the pandemic. The increase in online shopping led to a large surge in email queries from Supara customers.
“The message from our customers was crystal clear: they expected a consistent experience and real-time answers online that they had when interacting with personnel at our physical shops,” said Arun Raj Rajendran, Chief Information Officer of Supara Group. “Digitizing customer experience platforms was critical in retaining our customers in the face of considerable uncertainty.”
Leveraging Freshworks' Freshdesk Omnichannel, Supara Group has resolved customer queries more quickly and more personally in every interaction. Freshworks software has given Supara Group more visibility into purchase history and previous customer interactions. The Supara support team can now categorize, organize and filter communication to provide more personalized responses to the customer on their channel of choice. From email to web and even Instagram, Supara customers get personalized responses from chatbots and seamlessly transition to a human agent when necessary, significantly reducing the reliance on agents to deliver faster help to customers. The company also uses the Freshdesk Omnichannel's native telephony integration for better visibility, control and to effectively route their phone call inquiries.
"Freshdesk Omnichannel easily integrated with our existing software so we could continue to provide our customers with the seamless experiences they expect from Supara Group," Arun added. “Freshworks helped us give customers faster, effortless, and personalized services.”
After implementing Freshdesk, Supara saw a drastic decrease in email queries, decreasing from a few thousand to 320 emails per day. Ticket volume averaged about 850 tickets per day. In addition, the implementation of live chat support helped convert around 2,000 queries into sales each month. The contact center capabilities of Freshdesk Omnichannel provided voice agents with more context on customer inquiries, which allowed them to resolve conversations faster than Supara ever had before and shortening average call duration to 97 seconds.
“Consumer behavior has forever changed and businesses need to be on multiple channels and have the right context to be able to create a frictionless experience,” said Simon Ma, Director and Regional Manager for Sales in ASEAN at Freshworks. “Freshworks offers powerful and intuitive solutions to help businesses automate their support while still personalizing communication.”
About Supara
Supara Group is a privately held end-to-end tech apparel & D2C company based in Bangkok, Thailand, with over 22,000 points-of-sale across Southeast Asia. We leverage consumer insights to solve everyday problems for consumers, build products to last a generation, and deliver unexpected content & stories online and offline every day. Supara's brand portfolio includes GQ, SchoolMaskPack, The Good Day Lab, and Giffini.
About Freshworks
Freshworks Inc., (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 60,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the freshest company news visit www.freshworks.com and follow us on Facebook, LinkedIn, and Twitter.
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