Overview
Know how HIC Global Solutions enhanced THAHAB’s customer service capabilities through Service Cloud customization and chatbot integration, optimizing their luxury marketplace platform.
What You Need To Know
Thahab, a global luxury platform built on Shopify, needed to deliver faster responses to its website visitors but lacked a unified view of customers’ data
Why It Matters
Integrating Chatbots in ecommerce websites is crucial in the luxury market for smooth interactions, accurate data management, and improved customer experiences.
What HIC Did
HIC Global Solutions customized Salesforce Service Cloud, integrated Shopify data in real-time, and implemented Einstein Chatbot for multi-channel engagement and automating processes
Overview
Know how HIC Global Solutions enhanced THAHAB’s customer service capabilities through Service Cloud customization and chatbot integration, optimizing their luxury marketplace platform.
What You Need To Know
Thahab, a global luxury platform built on Shopify, needed to deliver faster responses to its website visitors but lacked a unified view of customers’ data
Why It Matters
Integrating Chatbots in ecommerce websites is crucial in the luxury market for smooth interactions, accurate data management, and improved customer experiences.
What HIC Did
HIC Global Solutions customized Salesforce Service Cloud, integrated Shopify data in real-time, and implemented Einstein Chatbot for multi-channel engagement and automating processes
About The Company
A global luxury marketplace platform, THAHAB offers the most coveted drops from 200 luxury, contemporary, and emerging designers.
Each week they release new collections from the most in-demand collections for Women, Men, and Kids, including Clothing, Shoes, Bags, Accessories, Jewelry, Beauty & Grooming, and other essentials. THAHAB also offers a concierge service to assist customers with sourcing hard-to-find pieces.
Headquartered in Kuwait, the company operates in the Middle East, the United States, Europe, and North Africa.
About The Company
A global luxury marketplace platform, THAHAB offers the most coveted drops from 200 luxury, contemporary, and emerging designers.
Each week they release new collections from the most in-demand collections for Women, Men, and Kids, including Clothing, Shoes, Bags, Accessories, Jewelry, Beauty & Grooming, and other essentials. THAHAB also offers a concierge service to assist customers with sourcing hard-to-find pieces.
Headquartered in Kuwait, the company operates in the Middle East, the United States, Europe, and North Africa.
Challenges Faced
Having built their business on Shopify, Thahab faced challenges in integrating their customer care team and providing seamless customer service with these pressing issues-
Manual Handling of Orders
The manual handling of Shopify refunds, syncing signified fields, and updating payment status, resulted in errors and delays.
Fragmented Data and Inefficient Communication Channels
Ineffective customer data analysis due to fragmented data and inefficient communication channels led to challenges in understanding customer behavior, preferences, and sales performance.
Order Tracking Issues
Limited visibility into customer and order details along with issues in tracking orders, and managing vendor details, resulting in delays in providing accurate updates to customers.
Limited Sales Insights
Limited view on Sales leads and opportunities hindered the identification of potential sales opportunities based on customer data.
Challenges Faced
Having built their business on Shopify, Thahab faced challenges in integrating their customer care team and providing seamless customer service with these pressing issues-
Manual Handling of Orders
The manual handling of Shopify refunds, syncing signified fields, and updating payment status, resulted in errors and delays.
Fragmented Data and Inefficient Communication Channels
Ineffective customer data analysis due to fragmented data and inefficient communication channels led to challenges in understanding customer behavior, preferences, and sales performance.
Order Tracking Issues
Limited visibility into customer and order details along with issues in tracking orders, and managing vendor details, resulting in delays in providing accurate updates to customers.
Limited Sales Insights
Limited view on Sales leads and opportunities hindered the identification of potential sales opportunities based on customer data.
Challenges Faced
Having built their business on Shopify, Thahab faced challenges in integrating their customer care team and providing seamless customer service with these pressing issues-
They were facing issues with
- Manual Handling of Orders
- Fragmented Data and Inefficient Communication Channels
- Order Tracking Issues
- Limited Sales Insights
The manual handling of Shopify refunds, syncing signified fields, and updating payment status, resulted in errors and delays.
Ineffective customer data analysis due to fragmented data and inefficient communication channels led to challenges in understanding customer behavior, preferences, and sales performance.
Limited visibility into customer and order details along with issues in tracking orders, and managing vendor details, resulting in delays in providing accurate updates to customers.
Limited view on Sales leads and opportunities hindered the identification of potential sales opportunities based on customer data.
Solutions Offered by HIC
The developers of HIC Global Solutions were brought on board to solve these pressing concerns. The team, on evaluating the challenges, proposed Service Cloud Customization and implemented the following solutions.
Shopify Salesforce Connector Deployment
Allowing the seamless flow of data from their Shopify store to Salesforce, the developers at HIC deployed their in-house connector app Shopify Made Easy to sync clients’ critical data, including refund information, synced signified fields, and payment status page links, into Salesforce in real-time.
Einstein Chatbot for Enhanced Digital Engagement and Self-Service Returns
Set up digital engagement channels such as Facebook Messenger, WhatsApp, and SMS through Einstein Chatbot enabling the smooth handling of inquiries, complaints, payments, sizing questions, returns, and shipping and delivery queries. Also created a Self-service Return process via Chatbot.
Role and Permission Management:
Also created roles for staff users to effectively handle customer interactions using permission sets and changes in profile.
API Integration for vendor information
Installed and Configured the DHL app through API to integrate vendor information such as customer details, vendor details, product details, tracking details, and conversion summary enabling smooth product availability management
Notification Set up
Developed an Apex Trigger to notify customers of product restocks or the availability in email, WhatsApp, and push notifications.
Custom Reports and Dashboard Creation
Created customized Reports and Dashboards in Salesforce through Process Builder Covering various aspects, including the source of customers, products ordered, spending patterns, locations, brands, vendors, demographics, and purchase history.
The technology used: Process Builder, Trigger and Permission set, Chatbot, APIs(DHL) Integration, Shopify Made Easy (App), and Changes in Profile.
Solutions Offered by HIC
The developers of HIC Global Solutions were brought on board to solve these pressing concerns. The team, on evaluating the challenges, proposed Service Cloud Customization and implemented the following solutions.
Shopify Salesforce Connector Deployment
Allowing the seamless flow of data from their Shopify store to Salesforce, the developers at HIC deployed their in-house connector app Shopify Made Easy to sync clients’ critical data, including refund information, synced signified fields, and payment status page links, into Salesforce in real-time.
Einstein Chatbot for Enhanced Digital Engagement and Self-Service Returns
Set up digital engagement channels such as Facebook Messenger, WhatsApp, and SMS through Einstein Chatbot enabling the smooth handling of inquiries, complaints, payments, sizing questions, returns, and shipping and delivery queries. Also created a Self-service Return process via Chatbot.
Role and Permission Management:
Also created roles for staff users to effectively handle customer interactions using permission sets and changes in profile.
API Integration for vendor information
Installed and Configured the DHL app through API to integrate vendor information such as customer details, vendor details, product details, tracking details, and conversion summary enabling smooth product availability management
Notification Set up
Developed an Apex Trigger to notify customers of product restocks or the availability in email, WhatsApp, and push notifications.
Custom Reports and Dashboard Creation
Created customized Reports and Dashboards in Salesforce through Process Builder Covering various aspects, including the source of customers, products ordered, spending patterns, locations, brands, vendors, demographics, and purchase history.
The technology used: Process Builder, Trigger and Permission set, Chatbot, APIs(DHL) Integration, Shopify Made Easy (App), and Changes in Profile.
Solutions Offered by HIC
The developers of HIC Global Solutions were brought on board to solve these pressing concerns. The team, on evaluating the challenges, proposed Service Cloud Customization and implemented the following solutions.
The solutions which we offered to them
- Shopify Salesforce Connector Deployment
- Einstein Chatbot for Enhanced Digital Engagement and Self-Service Returns
- Role and Permission Management:
- API Integration for vendor information
- Notification Set up
Allowing the seamless flow of data from their Shopify store to Salesforce, the developers at HIC deployed their in-house connector app Shopify Made Easy to sync clients’ critical data, including refund information, synced signified fields, and payment status page links, into Salesforce in real-time.
Set up digital engagement channels such as Facebook Messenger, WhatsApp, and SMS through Einstein Chatbot enabling the smooth handling of inquiries, complaints, payments, sizing questions, returns, and shipping and delivery queries. Also created a Self-service Return process via Chatbot.
Also created roles for staff users to effectively handle customer interactions using permission sets and changes in profile.
Installed and Configured the DHL app through API to integrate vendor information such as customer details, vendor details, product details, tracking details, and conversion summary enabling smooth product availability management
Developed an Apex Trigger to notify customers of product restocks or the availability in email, WhatsApp, and push notifications.
Custom Reports and Dashboard Creation
Created customized Reports and Dashboards in Salesforce through Process Builder Covering various aspects, including the source of customers, products ordered, spending patterns, locations, brands, vendors, demographics, and purchase history.
The technology used: Process Builder, Trigger and Permission set, Chatbot, APIs(DHL) Integration, Shopify Made Easy (App), and Changes in Profile.
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