“It was like turning off the water, we were no longer drowning in calls”
Sinnerup Customer Support after Raffles implementation
Starting down the Campaign Trail
Sinnerup led a customer loyalty Campaign, wherein customers acquired marks on their loyalty cards for future discounts. The initial start of the campaign lacked clarity with limited information presented on their website. The company witnessed an increase in traffic to the Call Center and customer inquiries within their stores. Employees were spread thin answering a plethora of questions and oftentimes lacked the time to attend to every customer causing confusion and frustration. Additionally, Sinnerup did not have the time nor did they see the value in creating new content for every campaign as they are temporary, but they still needed a quick way to answer customers' questions on their website. Ultimately, Sinnerup employees lacked time and the digital support they needed to address the campaign issues and other customer inquiries.
Rising in the Poles
Thus, they turned to Raffle to solve their customer support and campaign issues. Raffle Site Search was quickly implemented within the day to solve their Campaign issue by allowing customers to search within the website for a fast solution. Once customers clicked on the search icon at the bottom left and typed, using their own words without fear of spelling or grammar mistakes, their inquiry about the Campaign a banner appeared that answered all their questions. This function allowed Sinnerup to quickly address the campaign issue and end the excessive demand of the customer support team. Yet, the impact did not stop there as Sinnerup customers were given 24/7 customer support via the Raffle Site Search, and the Raffle Advanced Insight pointed to Content Gaps within Sinnerup.
Campaigning for Advanced Insight
Raffle gathered analytics on Sinnerup customer questions compiling questions based on their type and appropriate answer into question clusters. The Raffle software is able to filter searches that have misspellings, or grammatical issues, and produce an accurate answer. This allows different customers with the same question to write the question in different ways, but arrive at the same accurate solution. This type of advanced technology offers superior customer service to be personalized for the user and for more accurate information to be presented. Moreover, by creating a pool of all customer questions, Raffle is able to gather extensive data on customers behavior, ranking the trending questions, and also seeing the questions that are outliers within the known question clusters. Outliers are Content Gaps wherein some question may be answerable, yet these answers may be vague and require additional knowledge. Within Sinnerup the company was able to analyze their Content Gaps where customers required more information to their questions allowing for better customer service and an improved experience. Content Gaps provide insight into the company's opportunities to grow and develop their customer value. Raffle provided Sinnerup information on their customers building better efficiencies within their Customer Service and opportunities to develop as a company into the future of retail.