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Online music merchandiser turns callers to customers
24/7 call handling ensures customer service runs smoothly
E-commerce is rapidly becoming a greater part of customers’ spending habits, and increasingly customer service is handled exclusively through email. But, hey, even techie hipsters still use phones! So, what does a company do when they need to offer phone support but don’t want to spend the money for a full time receptionist? Hire a friendly, intelligent virtual receptionist. Smith.ai has a dedicated team of professional virtual receptionists who can gather order information and shipping preferences, and resolve basic issues involving e-commerce customer service. All of this information is then transcribed into a detailed, succinct email which seamlessly integrates into your company’s customer service system or CRM. Phone calls converted to email — we got you (and your customers) covered!
Merchbar
San Francisco, California
The problem
E-commerce retailer struggles to offer customer service and track updates on purchase orders
Our solution
Outbound callbacks and improved customer service
The leading online music merchandise retailer, Merchbar, was inundated with customers placing or tracking their orders via phone calls, taking time away from the team running the company. They wanted a reliable, cost-effective way to convert the phone calls to emails so that their customer service team could properly route the orders. Highly professional and friendly Smith.ai virtual receptionists turned out to be just what they needed.
Smith.ai receptionists now answer their calls with a friendly demeanor, take detailed messages, and escalate basic service issues. The virtual receptionists transcribe the order number, along with the customer’s questions into a clear email. Finally, it is marked according to its urgency and forwarded to Merchbar online customer service representatives for a fast response. All of this is done at a fraction of the cost of hiring a full time, in-house customer phone receptionist. Smith.ai provides efficient receptionist service and, in turn, Merchbar’s customer service rocks!
“So much more than an answering service. Smith.ai gives us a personal way to focus on executing at the fast pace required in startup life.”
Everybody knows that the rock-and-roll lifestyle is fast-paced. Add the thrill of an e-commerce startup, and you have a business that never sleeps. When Merchbar opened as a small startup, they hit the ground running — or rather — shipping coveted band merch to fans all over the US. Dedicated to selling and shipping authentic music industry merchandise like t-shirts, hats, and even out of print vinyl reissues, they pride themselves on not just their wide product range, but also their high-quality online customer service.
Partnering with Smith.ai allows Merchbar to focus on delivering the products fans want while augmenting a great customer service system, and adding the personal touch of a live receptionist.
Smith.ai is a superior 24/7 call answering service for small businesses and individuals. Our virtual receptionists help you build better relationships with new and existing customers. We will help save you money and time, give your clients the personalized attention they deserve (don’t we all prefer to talk to a human!), and find more qualified leads (bye-bye spam calls!).
Smith.ai is trusted by 3,000+ businesses
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