"Asian groceries should be widely accessible and affordable for all." This is the initial goal of Weee!, and it's also what Weee! has been pursuing since its founding. Started from a small group buying platform selling Asian foods to America, Weee! has now become American largest online Asian supermarket, selling over 100,000 kinds of products. Due to its quality products and considerate service, it is getting more and more popular in America, and the number of its users has increased dramatically.

As a grocery shopping platform, the top priority of Weee! is to ensure the quality and delivery of foods that customers buy. Therefore, Weee!’s customer service is available in the full cycle. Currently, with more than 40,000 daily orders and 25,000 daily deliveries, Weee! has employed hundreds of customer service agents to answer customers' queries and solve their problems in purchasing and delivery.

Weee! values the CX of every customer, and it claims to "be dedicated to serving the underserved." It started with selling Asian groceries to Chinese community in America, and then further expanded its business to serve more minority groups in the United States, such as Hispanics, Koreans, Vietnamese and beyond. Weee! believes that its passionate and driven team is what makes it all possible.

Besides traditional customer service agents, Weee! has also established a comprehensive online help center for customers’ self-service, in which customers can learn about the details of various FAQs, from membership registration to coupon using, from purchasing, delivery to after-sales service.

Despite the its outstanding performance, Weee! also faced with complex challenges in customer service, such as inflexible IVR, complicated system switching, as well as language and time barriers. To provide consistent top service to its customers, Weee! partnered with Sobot to optimize its customer support with Sobot's voice product.

With its customers in America while customer service team in Asia, it's necessary for Weee! to ensure that their communications and interactions with customers comply with the data security policies and regulations of both regions. Experienced in serving global customers, Sobot successfully helped Weee! solve the data compliance problem, and deployed its SaaS product in the data center of America. As a result, Sobot managed to address various issues faced by Weee! in a secure and stable manner.

Flexible Interactive Voice Response (IVR) Meets Changing Business Needs

Grocery is highly demanding for freshness, which means the service of Weee! must be highly efficient throughout the whole process. When customers encounter problems that can not be solved by themselves by checking FAQs in the help center, they tend to call Weee!'s customer service hotline.

Confronted with thousands of calling inquiries every day, Weee! had set Interactive Voice Response (IVR), aiming at reducing agents' workload and improving problem resolution efficiency. But Weee!’s previous IVR was relatively fixed—it was only available for certain issues or scenarios, not flexible enough to apply to different kinds of problems, not to mention recognizing customers’ needs intelligently.

To overcome the inconvenience brought by the previous IVR, Weee! switched to Sobot’s voice product. Sobot's IVR system is both flexible and adaptable, making it easy to meet the ever-changing demands of business. Sobot's IVR system allows callers to utilize menu options via touch tone keypad selection or speech recognition to have their call routed to specific agents or departments. Consequently, customers can be received by more professional agents in a more targeted way. Additionally, it guarantees that customers consistently connect with the appropriate agent at the right moment through intelligent routing, ensuring a smooth customer service experience.

Integrated Workbench Contributes to Efficiency Improvement

Sobot's voice solution is supported by its workbench, in which customer service agents can make and receive phone calls as well as record some important information of customers.

Integrated with various communication channels, Sobot's platform enabled Weee!’s agents to receive all customers from different channels in a united workbench. Also, the integration helped Weee! realize information synchronization, providing agents with immediate access to comprehensive customer information.

Except for communication channels, Sobot's workbench has also integrated with Weee!’s self-developed ticketing system. For Weee!’s agents, if there are issues that cannot be solved when answering phone calls, they need to create internal tickets and submit them to the leader of corresponding department for processing. But Weee!'s previous agent workbench is separated from its ticketing system, so agents had to switch among different systems during their work, largely reducing their work efficiency.

With an open API interface, Sobot has integrated its voice workbench with Weee!’s ticketing system. For one thing, agents can open the voice workbench in the ticketing system backend by only logging once. For another, the convenient phone bar within the system significantly enhanced agent efficiency, facilitating various operations of agents, such as answering and hanging up calls, keeping calls as well as transferring calls to other agents.

Time Zone Settings and Multilingual Templates Enhance CX

With customer service team in Asia but most customers in America, Weee! once faced language and time difference barriers in customer contact. Sobot's voice product well solved the problems.

Sobot supports time zone setting in the voice product backend, allowing Weee! to choose up to 5 time zones based on customers' location. The system will display the data and information of customers according to the selected time zone. Therefore, agents could better serve customers from different time zones.

Also, Sobot's agent workbench supports multiple languages. Agents can choose different languages based on the customers' nationalities, and once choosing, all interfaces in the workbench would turn into that certain language. In this way, the training and reception efficiency of agents have been increased, overcoming the language barrier.

Besides, Sobot provides customer experience research templates tailored to specific business types, also designed for different languages and nationalities. This enables agents to effectively measure the CX of customers from various regions and countries.

Overall Data Statistics Facilitates Management

Sobot's voice system provided Weee!'s administrators with overall data statistics, including the indicators related to phone number, skill group, agent, agent task, department and so on. Also, it’s helpful for administrators to do analysis in inbound loss, IVR track, and service summary based on the statistics, which can further help the make decisions and adjustments in business.

The data statistics is quite flexible—administrators can choose a certain time period or a certain agent to check relevant data, thus making Weee!'s management of customer service more accurate and efficient.

With the help of Sobot, Weee! has achieved not only a commendable return on investment (ROI) but also significant business growth by enhancing the overall customer experience. It has witnessed an 20% increase in agent efficiency, a 50% reduction in resolution time, and its CSAT reached 96%.

Hope to improve your agent efficiency and customer satisfaction? Contact Sobot to get a free trial for efficient customer contact!