Brief Summary
Industry: Video Game Accessories
Platform & Agency: Shopify
Challenge: To handle customer inquiries promptly and enhance brand credibility by showcasing feedback from satisfied customers.
Solution: Adopted Willdesk to streamline customer support operations and the Trustoo.io app to collect and manage reviews.
Results: Achieved a 2X review collection rate, a 17% reduction in cart abandonment rate, and a 20% increase in sales.
About LAMZU: Reinventing gaming with pro-grade peripherals
LAMZU is an eCommerce store catering to gaming enthusiasts from all parts of the world. The brand’s offerings revolve around premium gaming peripherals, which have fueled their passion for crafting superior products since their inception. From high-performance keyboards to precision mice, LAMZU has a carefully curated collection of products to enhance every aspect of the gaming experience.
LAMZU prioritizes customer experience and wishes to invest in solutions that enhance customer service and personalize customer interactions. By focusing on customer satisfaction and loyalty, LAMZU also wants to foster long-term relationships and differentiate itself in a crowded marketplace.
Challenges: Deterrents stalling the momentum
Main Takeaways
- Operated in a highly saturated industry.
- Overloaded customer support team and high response times as the orders surged.
- Unable to influence customer purchase decisions.
- Sub-optimal sales velocity.
Before adopting Willdesk and Trustoo.io, the growth journey of LAMZU was riddled with a variety of obstacles. For starters, the gaming peripheral industry is not just a rapidly growing industry but also a highly competitive one. This meant LAMZU had to rely solely on the uniqueness of their designs and the quality of their products to thrive in the market. While this was enough to survive, it wasn’t sufficient to march past their competition.
However, LAMZU did try to expand their operations by streamlining their marketing strategies, but the expansion turned out to be counter-effective as their customer support team was unable to manage the huge influx of orders and inquiries that came along with growth. The response times surged to unsatisfactory levels, which led to frustrated customers and a lot of negative feedback.
The lack of a centralized system for handling inquiries and resolutions further compounded the issue. LAMZU not only left many issues unresolved but also missed several opportunities to make a sale. As a result, their sales velocity plummeted. The lack of social proof related to their products on their website also meant they were unable to influence the purchase decisions of their potential customers.
This long list of challenges prompted LAMZU to search for solutions that could clear all the obstructions in one shot. And this long search led them to Willdesk and Trustoo.io.
Solution: Willdesk and Trustoo.io propelled LAMZU to the forefront of the eCommerce gaming industry.
Main Takeaways
- Live Chat helped LAMZU unlock instant communication with customers, slashing response times and elevating satisfaction levels.
- Chatbot empowered LAMZU with round-the-clock automated customer service.
- Helpdesk integrated multiple customer support channels, including live chat, email, Facebook Messenger, and Instagram.
- Trustoo.io collected authentic product reviews from various platforms and displayed them prominently on the website to build trust.
Willdesk and Trustoo.io turned things around quickly for LAMZU. While Willdesk is the perfect choice to streamline LAMZU’s helpdesk operations, Trustoo.io is adept at building social proof for its products and services.
Live Chat and Chatbot, two key instant messaging modules of Willdesk, ensured that customer queries were addressed promptly, reducing frustration and enhancing the overall customer experience. Problems were resolved faster and response times came down to optimal levels. By handling common inquiries without human intervention, Live Chat and Chatbot also freed up human resources to focus on more complex and mission-critical issues. The Helpdesk module offered a unified approach to streamline support communication, ensuring a consistent and seamless experience across all touchpoints. For instance, it can simplify back-office collaboration by turning customer requests into tickets. This enabled the customer service team to achieve personalized customer context when they interacted with customers.
Trustoo.io collected reviews by pushing unlimited invitations through SMS, emails, and WhatsApp to customers. This attracted hundreds of positive reviews from satisfied customers. Upon displaying these reviews on the home page and product details page, trust among potential customers increased, leading to more conversions
“Both Willdesk and Trustoo.io seamlessly integrated into our existing tech stack, including our CRM and eCommerce platform. This simplified the implementation process and minimized the need for extensive technical modifications. Overall, we had a smooth transition.”
— Mr. Lin, Sales and Marketing Manager
Results: LAMZU experienced unprecedented growth on all fronts
Main Takeaways
- 2X improvement in review collection. LAMZU doubled its review collection, enhancing customer trust and feedback visibility.
- Reduce cart abandonment by 17% by streamlining the checkout process, keeping more shoppers engaged.
- 20% increase in sales, boosting overall revenue.
In a short span, LAMZU witnessed stellar outcomes, catapulting its online presence to unimaginable levels.
Live Chat and Chatbot offered immediate assistance to customers who encountered issues or had questions during the checkout process. This way, LAMZU was able to address concerns in real time, preventing potential customers from abandoning their carts. This decreased the cart abandonment rate by 17%. With the help of Trustoo.io, LAMZU effectively encourages satisfied customers to leave positive reviews on various platforms. This led to a doubling of the review collection rate, providing a substantial volume of authentic feedback that enhanced their credibility and visibility in the market.
Thanks to the combined efforts of Willdesk and Trustoo, LAMZU successfully boosted sales from satisfied customers by 20%. This increase was driven by enhanced customer support and effective review management, which together improved overall customer satisfaction and purchasing behavior.
“Both Trustoo and Willdesk turned out to be amazing investments for us. Apart from a surge in sales, we started experiencing better customer engagement and trust amongst our target audience.”
— Mr. Lin, Sales and Marketing Manager
LAMZU’s future: Brimming with boundless opportunities
With Willdesk and Trustoo integrated into its ecosystem, LAMZU is set for rapid growth and lasting success. This synergy between these tools strengthens LAMZU’s online presence, cultivates a loyal customer base, and drives revenue growth. With streamlined operations and a stronger brand reputation, LAMZU is turning out to be a trailblazer in the eCommerce gaming industry, pioneering new standards of excellence.
