“The importance of Customer Care for the growth and success is very high for any eCommerce, but it’s even higher for the official shop of a brand like ours. Customer Service is actually a direct channel between the consumer and the brand itself: it’s for this reason why we pay attention to this area at most, by making processes, tone-of-voice and the service quality in general reflect PUPA values and exceed the client’s expectations.
The adoption of Qapla’ led to three very significant advantages:
1. The possibility to have in every moment an accurate snapshot of shipments ongoing with our partner couriers, pointing out potential anomalies in the quantity of problems or delays and allowing us to find a solution promptly.
2. Thanks to Qapla’ dashboard, it’s possible for the Customer Service to react quickly in the relationship with users, by solving problems before they are perceived by the client.
3. Thanks to Qapla’ we are able to send automatic notifications to our clients, via email or SMS, and keep them updated about their shipments and so reduce the requests to our Customer Service.”