Smarthome.com Case Study
Smarthome.com Makes a Smart Support Play with Goodbay
Smarthome.com is one of the world’s largest home automation retailers, a source for thousands of ways to control lighting, security, and home entertainment products that are affordable and easy enough for the average do-it-yourselfer to install safely. They offer the coolest cutting-edge gear at the best possible prices.
The Challenge: Drastically Improve Customer Service
Smarthome.com managed its customer support and sales functions in-house. Their vast catalog of always-changing products required continuing product training for their agents. However, a desire to streamline its business to focus on its core strengths kept the company from delivering world-class support. They were facing unmeasured CSAT scores, poor online reviews, high returns, and reduced sales revenue. They needed some outside help to turn their service and pre-sales support operations around.
What Goodbay Did: Revamped, Recalibrated and Reimagined Smarthome’s Support
Smarthome.com recognized Goodbay’s leadership in dropshipping and vendor-supplied consumer electronics and Internet of Things (IoT) support. They asked Goodbay to consult on all aspects of CRM and customer support. We partnered with them to provide eCommerce customer service and to drive sales across touchpoints.
Goodbay implemented a CSAT program, and we rolled out a new support channel that featured 24-hour customer call-backs and expanded hours of coverage. We staffed their customer service desk with dedicated experts who were well-trained in their products’ exact specifications, integrations, and compatibility.
We dedicated agents to sales, order taking, change orders, customer service, partial shipment issues, refunds, fulfillment tracking, and return merchandise authorization (RMA) processing. We collaborated with their third-party logistics partners to optimize Smarthome.com’s investment in their support infrastructure.
Value Delivered: Happy Customers
We established baseline customer service metrics and launched an active dissatisfied customer re-engagement program. This ultimately delivered 98% CSAT scores. We provided a high level of pre-sales support for Smarthome.com’s extremely technical products. Finally, we offered continuity as smarthome.com moved to NetSuite enterprise resource planning software.
To learn more about intelligent customer support solutions from Goodbay visit our Consumer Electronics and IoT Practice page or call us at 866-766-4404