Michael Kors (also known as MK) is a globally well-known luxury fashion brand. Established in 1981, it’s named after its founder, the designer Michael Kors. Renowned for its high-quality and stylish clothes, handbags, shoes and more accessories, MK enjoys high popularity among luxury fashion fans around the world. Currently, it has successfully expanded its markets to 89 countries, and owns over 500 stores globally.
What makes MK outdo others is its ingenious blend of high fashion and everyday practicality. Such features make it a great option for anyone who wants to dress nicely while staying true to a modern and functional style. For many customers, MK is more than a luxury brand—it has already become a fashion icon that wins the hearts of fashion lovers worldwide.
By convention of retail industry, MK attaches great importance to its customers. As Ebrahim Hyder, the Vice President of Customer Service at MK said in an interview, “Customer care is very important for MK, as we want to provide the best possible service and experience for our customers.”
MK did practice as what Hyder said. Customers can contact MK from chat, phone call and email easily even on weekends, resolving their problems like return, exchange, shipping, repair and more. MK also implements “KORSVIP” program, providing its VIP customers with free standard shipping& returns, birthday reward, annual member gift and more other benefits, aiming at enhancing their loyalty through personalized services.
While providing high quality services to retain the existing customers, MK never ignores the significance of proactive marketing, which is the key to attracting new customers. To balance its service and marketing efforts, MK needed an all-in-one customer contact solution to make it possible to realize service and marketing in one platform—that’s what Sobot offers.
Better Serve Customers in Sobot’s All-in-One Platform
1. Extend and Unify All Customer Reception Channels
Previously, most customer consultations of MK were from phone call, and its live chat was only available in one channel. So customers spent a lot of time on waiting—waiting for call center agents to answer the phone, waiting in line for online agents to reply in the only channel, and waiting for agents to create tickets for unsolved problems and transfer them internally through email.
With Sobot, this situation has been revamped. Sobot’s flexible APIs have enabled MK to extend more online consultation channels, like official website, mini program and more. And all channels, including website, social media, as well as phone call can be integrated in Sobot’s united platform. That means agents can pick up phone calls and chat online in the same place—they can be both call center agents and live chat agents, which is up to the channel where customers come from.
2. Integrate Internal and External Systems for Connectivity
For MK’s agents, the top priority is to address customers’ issues quickly and accurately. Sobot helped MK integrate various systems and products, relieving agents from switching among different platforms, largely improving the service efficiency.
Internally, MK combined live chat with ticketing system in Sobot’s platform. When agents encounter some complicated problems that are difficult to solve once for all, they can conveniently create tickets in the workbench and transfer them to relevant departments or people in charge, no need for sending emails.
Externally, MK integrated its CRM system and order system with the customer service platform. When agents receive customers in the united platform, they can clearly see the personal information of customers as well as their order information. This can largely contribute to data and information connectivity, helping agents better know customers’ needs and provide personalized service to them.
3. Provide Efficient and Personalized Service to Ensure Customer Satisfaction
What MK’s agents could gain from Sobot was not only the convenience in operation, but also the professional assistance on customer service working.
Sobot allowed MK to upload their knowledge documents to the knowledge base, from which agents can search for information they need in real time to answer customers’ questions. This function saves time and improves the accuracy of answering questions, making the service highly efficient and ensuring customers’ issues can be resolved.
Besides, Sobot’s platform supported MK to customize the style and pattern of the chat box, including it’s logo, welcome message, brand color and so on. It has greatly deepened customers’ impression on MK, thus strengthening the brand effect.
With such efficient and personalized service, customers are more likely to be satisfied with the products and MK itself.
Promote Marketing with Sobot’s WhatsApp API
While it’s essential to provide high quality service, proactive marketing is also vital for MK’s business growth.
MK has online stores in various platforms, but many customers still tend to visit its physical stores to see the product details in person or to have a try-on. So what MK needs to do is to send notification messages in time when new products are launched or during promotion campaigns and shopping festivals, in order to attract more customers to physical stores for trying and purchasing. With approximately 3 billion users around the world, WhatsApp became MK’s first choice for messaging.
At the very beginning, MK let sales assistants use their personal WhatsApp accounts to send marketing messages to customers. But they encountered difficulties very soon. For one thing, it was difficult for MK to monitor the messages and communication process between sales and customers. If a sales assistant resigns, all the customer data and information of his/her customers would not be left. For another, MK’s brand logo cannot be shown in personal WhatsApp account, which seriously influenced the open rate of messages—most customers were not willing to open messages from unfamiliar people.
Sobot helped MK address these problems. As a WhatsApp Business Solution Provider (BSP), Sobot helped MK create a WhatsApp Business Account, which supports bulk messaging without being blocked. And MK’s brand name and logo can be shown in the Business Account, with a green tick telling it’s verified by Meta. In this way, customers are more likely to open the messages when seeing the familiar brand.
Sobot also integrated MK’s WhatsApp account with live chat. MK send bulking messages based on the pre-set template first, and when customers show interest, they will be assigned to the sales team, who will communicate with them for further service. During the whole process, all the information and data can be monitored and stored in Sobot’s united platform, which is helpful for future service and marketing.
With Sobot’s solution, MK has witnessed a 83% reduction in response time, a 95% CSAT and a 20% increase in conversion rate.
Click here to get more details about Michael Kors and its collaboration with Sobot. And if you’re also interested in providing quality service or promoting marketing? Come to Sobot for a free trial!
FAQs
Which industries can benefit from Sobot?
Sobot products are suitable for many industries. And Sobot provides targeted solutions for retail and ecommerce , financial service , gaming and entertainment industries.
Which Sobot’s product is the most popular with enterprises?
The popularity of Sobot products varies in different countries.
In the United States and Europe, enterprises are mostly interested in Sobot Live Chat and Sobot Ticketing System .
In Southeast Asia, Asia Pacific, and the Middle East, enterprises are more likely to use Sobot Voice and Sobot WhatsApp Business API .
Does Sobot serve large and medium-sized businesses or startups?
Sobot’s contact center solution is suitable for both large businesses and startups.
For large and medium-sized businesses, Sobot provides all-in-one, intelligent and flexible solution, and specialized KA sales and service team will provide service during the full cycle.
And for startups and small businesses, Sobot provides secure and cost-effective solution as well as timely service. You can enjoy Sobot’s products very quickly.
