Kundeservice optimering: Sådan opnåede Luksusbaby 66% hurtigere svartider med Gorgias
CASE: Luksusbaby

Customer Service Optimization: How Luksusbaby Achieved 66% Faster Response Times with Gorgias

"We have never had such great results before. Our response times have decreased by 66%, our inquiries have been automated by 45%, and our customer satisfaction has increased by 30%. All thanks to Gorgias and D.TAILS."

– Tanja Munch, Customer Service Manager, Luksusbaby

With a centralized customer support and increased automation, Luksusbaby has found room to grow.

Providing good customer service can be a challenge. Many elements need to work together seamlessly to ensure your customers have a great overall experience.

One area most companies find difficult to improve is their First Response Time (FRT). When receiving hundreds – maybe even thousands – of inquiries in a week, you need to stay sharp to respond to all customers within a reasonable timeframe, providing a personal reply that focuses on solving the customer's issue.

This was exactly the challenge Luksusbaby faced. With over 3,000 customer inquiries across 20 different channels each week, delivering timely personal customer service was easier said than done.

The solution?

A centralized communication strategy, executed via the customer service system Gorgias.

Who is

Luksusbaby

Luksusbaby is a Danish children's clothing retailer that offers a selection of quality clothing, toys, and other equipment for children aged 0-16 years.
Over the past few years, Luksusbaby has experienced an incredible growth journey, which for their customer service means a team of 15 employees who together provide customer support to Luksusbaby's six online stores, as well as their two physical stores.

Luksusbaby.dk

With centralized customer support and increased automation, Luksusbaby has room to grow.

Luksusbaby has over 20 communication channels through which their customers can contact them. From emails to the chat on their website, and their numerous social media platforms, which are also separated by country/language. This can create a lot of inefficiency and wasted time when the same team has to jump from tab to tab, and login to login.

By consolidating all their communications on one platform, Luksusbaby experienced an improvement in workflows, ultimately reducing their response times by 66%. But it wasn’t just the response times that marked a significant improvement. Through Gorgias’ automation tools, Luksusbaby built the right flows tailored specifically for their business. This increased their automation by 45%.

As of now, many of their previously manual tasks are being done 'by the machine,' which has created more time for valuable customer conversations. So, which parts of their customer service has Luksusbaby automated?

A large part of the increased automation comes from keyword-based assignment of inquiries, so customers always reach the right person first - and Luksusbaby saves time relaying inquiries within the company.

Additionally, with automated responses to the most common inquiries and template-based replies, Luksusbaby has saved time on all the repetitive customer service communication.

Although the repeated inquiries about shipping and order status, among other things, were easy to answer, their sheer volume consumed large parts of the customer service resources, leaving the support team with less time for complex queries.

By using Gorgias tools, Luksusbaby ensures quick, efficient, and consistent responses - while also reducing the daily workload and handling time. In other words, Luksusbaby has achieved extremely scalable internal processes that can support their growth journey rather than being a risk factor.

Automatic filtering of inquiries

"Some of our Instagram posts receive up to 3,000 comments, but we only need to act on 10-20 of them. Meta is a cumbersome tool, making it very difficult to find these comments and then find them again when the customer responded. We spent a lot of time managing the few inquiries."
–Tanja Munch, Customer Service Manager at Luksusbaby

Faster and prioritized responses

Today, Luksusbabys' Gorgias is set up to automatically route inquiries to the right teams based on keywords, ensuring quicker, prioritized responses that leverage the best team skills. Gorgias also automatically closes Meta tickets that do not require a response, allowing Luksusbabys' team to focus on important messages.

“We've set up filters so that Facebook and Instagram comments needing a response are forwarded to a customer service representative, while all other inquiries are automatically closed. This is a huge relief for us. Even during a live session where we receive 3,000 comments in an hour, Gorgias filters and closes them so quickly that we can still continue to handle questions from other customers.”

– Tanja Munch, Customer Service Manager, Luksusbaby