Ecommerce case study - managing growth via social media

Any good scout knows how crucial it is to always “be prepared.” At any moment our lives can be uprooted by political unrest, war, famine, pandemics, economic collapse, natural disasters, and other unexpected events. These unforeseen emergencies are best weathered when we are prepared. That is where our client comes in—they are in the business of equipping customers with the emergency preparedness and survival gear needed to weather any storm (both literal and metaphorical). This spirit of preparedness transcends their products and is also key to their business strategy. When they needed to manage a sudden increase in business, this company geared up by partnering with our team of customer support Ninjas to keep operations running smoothly. 

The challenge

Growing demand for preparedness products

Founded in 2011, this US-based company has been keeping customers  stocked with emergency and survival products for over a decade. Growth remained steady for much of that time. Then in 2022 they experienced sudden, rapid growth due to increased demand for their products.

The company faced challenges as increased consumer spending strained their customer service team. With a reputation for responsiveness and satisfaction, they needed to scale operations across platforms to meet their growing customer base's needs. Seeking a quick partnership, they aimed to maintain responsiveness, improve efficiency, and increase customer satisfaction for cost savings. Time constraints required a partner with existing resources, skills, and experience for a swift onboarding process.

The solution

Managing growth without sacrificing customer satisfaction

To quickly and effectively meet the needs of their growing customer base, this emergency preparedness company turned to SupportNinja and our existing team of trained, experienced Ninjas.

With a team of trained virtual assistants, efficient customer service support was provided, including addressing inquiries on social media. To engage with the customer, Ninjas took a sincerely human approach to social media conversations—responding to customers with relatable, honest language and even injecting a fair dose of humor. These comments earned our clients more engagement. Some customers and potential customers even said, “I’m here for the comments.” Our Ninjas helped this emergency preparedness client realize their goal to please customers by using personality, humor, authenticity, and a distinguishable style in customer engagements on social media.

By responding quickly, using relatable language and injecting humor, they successfully engaged customers and built strong relationships.

The result

Improved customer service

At SupportNinja, we are fortunate to associate with great companies that want to do right by their customers. When our client started making more sales, and expanding its customer base, they did not make excuses or cut corners. They sought expert support to meet the needs of their customers by providing high-quality, and responsive customer service.

Our partnership had four notable benefits in the immediate aftermath of this increase in sales and customer service inquiries: 

1. Improved customer service: The SupportNinja virtual assistants seamlessly integrated into the client's team and workflow, demonstrating strong knowledge of the product, voice, and internal processes. By addressing customers with authenticity, humor, and sarcasm, they effectively engaged and delighted consumers online, leading to improved overall customer satisfaction.

2. Scalable growth: SupportNinja rapidly scaled operations to meet client's growing customer base. Our Ninjas' quick onboarding and mastery of workflow ensured top-notch customer service. This freed up resources for product development and marketing.

3. Cost savings: By outsourcing customer service to SupportNinja, our client was able to reduce overhead costs associated with hiring and training additional customer service representatives. 

4. Increased efficiency: SupportNinja's virtual assistants effectively handle customer service issues, reducing the workload on our client's internal team. This improved efficiency allowed the company to allocate more resources to complex customer problems.

After conducting quality audits, both Ninjas received a perfect score of 100% which well exceeded the intended goal of 90%. These results are evidence of high quality, efficient customer service which has garnered improved customer relationships for the company, enabling them to continue uninhibited growth.