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Tomas V.

Zendesk Expert | Founder of Plement

Launching a Fully Integrated CX System for Dr. Sebi’s Cell Food and Shopify

Dr. Sebi’s Cell Food, an e-commerce company selling plant-based supplements, faced decentralized customer inquiries, inefficient workflows, and a lack of integration with Shopify. By implementing a centralized helpdesk system, AI-powered chatbot, automated workflows, and a branded Help Center, we enhanced response times, streamlined operations, and empowered self-service support. Comprehensive training ensured the team could efficiently manage customer interactions and scale operations.

E-commerce

Key Issues

Decentralized Support Channels

Customer inquiries were scattered across multiple separate tools (email, chat, social), causing missed inquiries and difficulty in managing channels.

 

Lack of Expertise

The team had no proper experience in customer service or help desk operations, making it difficult to identify and implement the right solutions.

 

Undefined Processes
There were no established workflows or process mapping for handling customer inquiries.Tool Selection Challenges: Without a clear understanding of helpdesk capabilities, it was difficult to determine which help desk tool would best support their operations.

 

Absence of Channels like Call Center and Custom Forms

Business lacked other channels because they had limited technical resources.

 

No Self-Service Options

Customers lacked for quick resolutions.

 

Shopify Integration

Since there was no centralized helpdesk tool, the integration wasn’t possible.

Solutions

Business Needs Assessment and Process Mapping

Conducted a thorough evaluation of Dr. Sebi’s customer support needs.

 

Centralized Ticketing System with Additional Channels

Implemented Zendesk to unify email, chat, Facebook, Instagram, custom forms, and call center communications.

 

CX Workflow Automations

Implemented automated workflows in Zendesk with inquiry prioritization.

 

Integration with Shopify

Configured an integration to have access to customer’s profiles and orders in Zendesk internally.

 

Branded Help Center

Built a comprehensive Help Center with a professional design, offering robust self-service options to customers.

 

AI-powered Chatbot

Implemented an AI-powered chatbot to handle common queries, improving response time and reducing the workload for support agents.

 

Administrative Training for the Team

Provided in-depth training sessions to equip the Dr. Sebi’s team with the skills to manage the new systems, workflows, and tools effectively.

Tools used

  • Zendesk Support
  • Zendesk Messaging
  • Zendesk Guide
  • Zendesk Voice / Talk

Timeline

  • Requirements Collection / Implementation / Testing / Onboarding

    2 weeks

Results

  • Centralized Helpdesk System

    Dr. Sebi’s now operates a centralized CX system, efficiently managing inquiries from email, chat, SMS, social media, and calls within one platform, ensuring consistency.

  • Improved Response Times

    Automated workflows, an AI-powered chatbot inquiry handle common queries, significantly improving response times and reducing agent workload.

  • Enhanced Customer Experience

    The branded FAQ page provides customers with self-service options, minimizing repetitive inquiries and improving satisfaction.

  • Efficient Team Readiness

    Comprehensive training equipped the team with new efficient processes to deliver consistent, high-quality customer support.

  • Streamlined Operations

    Through workflow, Dr. Sebi’s implemented structured and scalable processes to ensure operational efficiency and readiness for future growth.

  • Administrative Team Readiness

    Administrative training equipped the Dr. Sebi’s team with the skills to effectively manage the new CX tools and workflows, fostering confidence and long-term operational success.

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