Between established brands, startups, and the general social attitude toward wellness, there’s no shortage of competition in the skincare industry.
However, achieving success requires more than just high quality products — success today also means managing the customer experience. This is something COOLA knows well with their mission to create products that empower their customers to be happy, confident, and healthy.
“Gaining a clear understanding of the actual root cause of a problem is a game-changer to address challenges across the entire customer journey.”
– Chris Gast, VP Customer Experience at COOLA
- The problem: No method to integrate with Zendesk and analyze support tickets in real time
- The solution: Keatext brings the full story of the customer experience to COOLA’s attention
- The impact: Boosting CSAT by 5 points and website conversion rates by 40%
Discover how COOLA used Keatext’s integration with Zendesk to analyze support tickets at scale and boost their customer satisfaction score by nearly 5 points during the busiest time of the year.
The problem: No method to analyze support tickets in real time
COOLA is the epitome of the California lifestyle. The company offers recognizable brands all across the suncare, skincare, and beauty segments with its strong presence in leading retailers like Ulta, Amazon, Sephora, and Nordstrom. Their mission is to create product-driven experiences that embody a happy, healthy lifestyle through their strong commitment to using organic ingredients, sustainable farming practices, and the natural power of plant actives.
The team at COOLA knew that customer service plays an important role in the shopping experience, but felt they were responding too slowly to customer questions being asked throughout the buying journey. Real time analysis of support tickets in Zendesk was a big challenge for them, as it is for many brands.
“When customers are shopping in-store or on-site, they need information right now, not a week from now. If we can’t offer a targeted experience that speaks to their needs, they will purchase something else,” explains Chris Gast, VP of Customer Experience at COOLA.
“Helping our customers make real-time purchase decisions has increased COOLA.com conversion rates by as much as 40%.”
COOLA wanted to redesign every aspect of the customer experience. However, they needed an effective way to collect and organize customer feedback to support this initiative.
For COOLA, this meant finding a solution that could turn large amounts of support tickets in Zendesk into actionable insights that gave customers a seat at the table and empowered the decision-making process.
COOLA began searching for a support ticket analysis solution that could bring that customer’s voice to the table — ensuring decisions were data-driven and based on customer expectations.
The solution: Keatext brings the full story of the customer experience
COOLA chose to partner with Keatext to empower the customer feedback process. They receive active support and training to ensure their implementation is custom-tailored to their specific use cases.
“Most CRM platforms don’t allow you to analyze customer comments, keywords, and sentiment at scale. It’s often a tedious, manual process where you assess tickets one at a time. With Keatext, I can assess subjects to view the complete story driving the customer experience,” said Chris.
Keatext’s AI-powered analytics provided COOLA with powerful functionality:
- Integration with Zendesk: Automatic connection to COOLA’s customer support tickets in Zendesk, processed and analyzed in real time
- AI-based recommendations: Recommendations generated by AI for top improvements that have the most impact on customer satisfaction scores like NPS and CSAT
- Multichannel analysis: One location to assess and organize insights across the multiple channels where COOLA interacts with its customers
- Opinion and sentiment analysis: Deep insights into customer opinions and sentiment and how this is affecting their overall brand reputation and experience
- Advanced data filtering: Specialized filters allow COOLA’s team to customize how they drill down into their customer experience data
- Data-rich analytics: Interactive dashboard visualizations that provide data-driven insights into customer behavior and experience trends
- Trend detection: Analyze trends in real time across all channels to support the decision-making process
The impact: Boosting CSAT by 5 points and website conversion rates by 40%
With Keatext’s Zendesk integration, COOLA now has the foundation needed to optimize and improve key customer experience touchpoints across all channels.
COOLA is now better able to include the voice of the customer in the decision-making process, and sees Keatext as an invaluable tool that allows them to bring the customer to the table.
With COOLA’s initial deployment of Keatext, their customer satisfaction score increased by 5 points during their busiest time of the year, when wait times historically skyrocket and customer sentiment plummets.
“Helping our customers make real-time purchase decisions has increased COOLA.com conversion rates by as much as 40%,” said Chris.
With deeper insights into the customer experience, they are better positioning their customer success, product, and marketing teams to deliver a unified customer experience across all touchpoints.
COOLA is now better able to include the voice of the customer in the decision-making process. Whether that’s to detect defective products early, influence new marketing initiatives, or improve brand positioning, COOLA sees Keatext as an invaluable tool that allows them to bring the customer to the table.
“Text analytics translates customer sentiment into the actual words they use, at scale. Gaining a clear understanding of the actual root cause of a problem is a game-changer because you can address challenges across the entire customer journey—whether online or in-store,” explains Chris. “Staffing up in care to deliver real-time service is a great example. Now, we’re delighting more customers than ever with awesome service and are helping power business growth.”
COOLA’s teams can track customer sentiment using advanced filters, keywords, and other categories to pinpoint potential problems before they escalate. They can quickly switch between filter views highlighting both the voice of the customer and the voice of the agent. This has given them full visibility into developing trends that may impact their business, products, and customers.
Keatext’s dashboard allows COOLA to quickly monitor their Zendesk support tickets, spotting top issues and trends that need to be addressed.
As COOLA learns how to leverage text analytics to help solve cross-functional challenges, Keatext is emerging as a mission-critical tool for many departments within the company.
Keatext has already made an impact, however, from weekly reports to management, using customer sentiment to craft brand voice and product messaging, to providing product teams with insights into product issues.
COOLA is confident their partnership with Keatext will allow them to continue addressing customer sentiment at scale, providing them with a robust solution that’s designed to manage, optimize, and improve every aspect of the modern customer experience.