Smartsupp helps Tipli.cz get to know its customers better

We asked Michal Hardyn from Tipli.cz how he uses Smartsupp in his business, which features are the most useful for him and which problems it helps him solve.

Describe the company where you use Smartsupp in three sentences.

We are a growing company that helps people save money on their online shopping. We work with more than 700 online stores in Czechia, Slovakia and Poland, and every time one of our customers buys from a partner store, we return part of the money they spent to their account. Besides that service, we let customers know about news, discounts and promotions across Czech stores and beyond.

Where does Smartsupp help you most?

We use Smartsupp mainly as an online chat with people who are on our site and need advice with anything. Smartsupp helps us improve communication with our customers. Thanks to it we can catch questions that customers would otherwise never write by email. Your app also helps us build a relationship with customers and support our marketing communication. The statistics and dashboards help with efficiency and with evaluating the results of individual team members.

Can you describe in more detail how the department where Smartsupp helps you works?

In customer support we use two main tools: the Smartsupp online chat and email, which we handle through Freshdesk. It always depends on the customer which tool they use – in general we deal with more complex conversations by email and quick questions on the online chat. We have Smartsupp on regularly on weekdays from 9 to 21 or 22.

Which problem did you solve in this department by introducing Smartsupp?

For example, customers give us feedback on campaigns and point out any shortcomings or wishes. Thanks to Smartsupp we know our customers better. We regularly use Smartsupp to sort out cases where a user's reward for a purchase was not credited.

How did you solve that problem in the past?

To put it simply, we asked the customer a few questions and found out that they use an ad blocker, which probably interfered with crediting the reward. :)

Which Smartsupp features are the most useful for you?

Mainly the online chat, but we often use the video recordings as well. Thanks to the information we have about the customer we can ask better questions – for example, Smartsupp shows us which section the customer is currently in.

How long does it take to train a new team member on Smartsupp?

Training a new team member on Smartsupp is fairly simple. One hour on average is enough to get to know the app. Training a new member on our own service and on the answers to our customers' questions takes longer.

How satisfied are you with Smartsupp?

Everyone in the customer support team speaks highly of Smartsupp. We have raised maybe two things with your support in the past, and both were always resolved quickly through your chat.