Apr 11, 2022
In General Discussions
Online retailer Rugs.com uses Intercom to power its communication with customers across sales and support, driving increased engagement and higher checkout conversions using a conversational messaging-based approach. With the onset of COVID-19 and the acceleration of online shopping, Grayson Bagwell, director of business development at Rugs.com, notes the sharp increase in shopping volume the company has seen over the past 12 months due to Latest Mailing Database people spending more. time at home. “As we grew up, we were looking for ways to get rid of traditional phone calls, emails and things like that. We were using Ozark chat, but it wasn't very flexible” Having grown significantly over the past two decades, Grayson explains that the Rugs. team needed to find a customer communication platform that would allow them to support and engage customers at scale, while keeping their personal communication. “As we grew up, we were looking for ways to get rid of the traditional phone calls and emails and things like that,” he says. “We used the Ozark chat, but it wasn't very flexible. We needed something that could both pre-qualify customers in hopes of selling to them in the future, and support them by guiding them through the Latest Mailing Database buying process. Accompany customers through conversations Intercom has enabled the Rugs.com support team to effectively manage the surge in chat volume they have experienced as a result of the pandemic over the past year. Currently receiving 30,000 conversations each month, Grayson explains that for the first time ever, the team was able to reduce their first response time to less than two minutes. A customer service agent can only make one phone call with one person at a time. With chat you can manage up to 10 conversations anywhere and help many more people in the same time it would take to resolve that phone call” Compared to traditional channels like phone or email, Grayson highlights the efficiencies the team has seen since implementing Intercom. “A customer service agent can make one phone call with one person at a time,” he says. “With chat, you can handle up to Latest Mailing Database 10 conversations anywhere and help many more people in the same time it would take to resolve that phone call. » Anticipate known issues The Rugs. Team uses outgoing messages and banners in Intercom to proactively communicate with and support our customers. When a known issue arises, Grayson explains that the team can trigger a pop-up message to let customers know that the team is aware of the issue and is working.