Heirloom Roses CX Enhancement

Smoothen had the privilege of working with Heirloom Roses, a renowned provider of high-quality roses. Our primary objective was to enhance Heirloom Roses' customer experience by leveraging Zendesk capabilities. The project encompassed several critical components, including building a chat bot, creating a comprehensive help center, redesigning the email template, developing custom management and agent dashboards, implementing advanced KPIs, and creating tutorial videos for the help center. Our partnership aimed to streamline Heirloom Roses' customer support operations, reduce the workload on live agents, and elevate their overall customer experience.

Project Scope:

1. Chat Bot Development: Smoothen developed a chat bot for Heirloom Roses, enabling automated assistance and self-service options for their customers. The chat bot was designed to handle frequently asked questions, provide relevant information, and guide users through common inquiries. As a result, 66.42% of users were able to resolve their queries without needing to be transferred to a live agent, significantly reducing the workload on the support team.
   

2. Help Center Enhancement: Smoothen built a comprehensive help center for Heirloom Roses, featuring well-organized and user-friendly content. We created informative articles, guides, and FAQs to address common customer queries and provide self-service resources. The enhanced help center empowered customers to find answers to their questions independently, leading to improved customer satisfaction and reduced support ticket volume.
   

3. Email Template Redesign: Our team at Smoothen revamped Heirloom Roses' email template to align it with their branding. We ensured that the email template reflected the company's visual identity and conveyed a consistent brand message. This redesign enhanced the overall professionalism and visual appeal of Heirloom Roses' email communications with their customers.
   

4. Custom Management and Agent Dashboards: Smoothen developed custom management and agent dashboards within Zendesk for Heirloom Roses. These dashboards provided real-time visibility into key support metrics and performance indicators. Agents and management could track their KPIs, monitor response times, measure customer satisfaction, and gain insights into support operations, enabling data-driven decision-making and performance optimization.
   

5. Advanced KPI Implementation: To further enhance support performance tracking, Smoothen implemented advanced KPIs called ticket weights. This system assigned weights to agent ticket solves based on the complexity of the ticket. By considering the intricacy of each issue, Heirloom Roses could accurately evaluate the efforts and achievements of their support agents, ensuring fair and comprehensive performance assessments.
   

6. Tutorial Video Production: Smoothen recorded and edited tutorial videos for Heirloom Roses' help center. These videos provided step-by-step instructions, tips, and demonstrations to guide customers in various aspects of purchasing, caring for, and arranging roses. The tutorial videos enhanced the customer experience by offering visual and interactive resources, enabling customers to engage more effectively with Heirloom Roses' products.
   

Through our partnership with Heirloom Roses, Smoothen successfully enhanced their customer experience by leveraging our Zendesk and CX consulting expertise. Heirloom Roses was able to provide efficient self-service options, track support performance accurately, and deliver valuable resources to their customers, solidifying their position as a leading provider of high-quality roses.