Wujo.pl: With Smartsupp we use one chat across several stores

Thanks to Smartsupp we managed to improve our contact with customers. Communication is instant and convenient both for us and for our customers, says Katarzyna from Wujo.pl

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

I am the managing director. Our company sells smoking accessories.

What was the main reason you started using Smartsupp?

We chose Smartsupp because we wanted to improve the quality of our customer service. We were also looking for a chat we could use on several sites at once and answer all enquiries from a single dashboard.

How did you communicate with customers before you started using Smartsupp?

Before we started using Smartsupp, communication with customers was at a worse level. We mainly used email, our newsletter and our Facebook fan page.

Do your customers prefer chat over email or the phone? If so, why?

Customers are happier to talk to us through the chat on the site, because they know they are anonymous and that they will get an answer instantly.

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

The clear majority. Only around 20 % of enquiries come by phone, the rest come through chat.

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

We found out about Smartsupp because we use the Shoper solution for our store, and Smartsupp has an integration with it. What we value most is that we can use one chat across several online stores.

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?

Not at the moment, we are still in the Smartsupp testing phase.