MiModa.pl: Smartsupp lets us answer customer questions fast

Thanks to the easy-to-use and clear Smartsupp solution, we can answer messages from our store's customers efficiently, says Dmytro from MiModa.

What does your company do and what is your position in it?

Our company sells shoes and handbags. I am the chairman of the board.

What was the main reason you started using Smartsupp?

While looking for a chat for our store, I saw Smartsupp on one of the websites. That is how I created an account and installed Smartsupp on my site.

How did you communicate with customers before you started using Smartsupp? Do your customers prefer chat over email or the phone? If so, why?

We installed Smartsupp right after we created the online store. A fair number of enquiries come through chat, because for customers it is fast and anonymous communication.

How many customers do you serve through chat compared with the phone or email?

We get around 40 per cent of customer enquiries by email, 30 per cent through chat and 30 per cent by phone.

How did you find out about Smartsupp and what made you choose it over other live chat solutions?

We saw Smartsupp on another website. It is easy to use, we are happy with it, and we decided to use Smartsupp because it has a free option.

Do you measure any chat data (for example customer satisfaction – agent rating, first response time and so on)? If so, can you share the numbers?

We do not measure this data.