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Brainery | | How Replyco Helped eBay Seller Bedrooms Plus Improve Communications & Customer Service

How Replyco Helped eBay Seller Bedrooms Plus Improve Communications & Customer Service

Last Updated: September 20, 2020

Bedrooms Plus company director Craig McCormack discusses how his team uses Replyco to improve customer service, email management and communications.

When it comes to his advice for running a successful eCommerce business, Bedrooms Plus company director Craig McCormack says his mantra is: “Exceptional customer service is always remembered.” 

He goes on to say, “Answer questions quickly and with detailed information. Know your product and you will be able to serve your customers better.” 

As for the customer service offered by Bedrooms Plus, Craig is well-aware of how crucial it is to delight shoppers. That’s why he uses Replyco to make sure his team always communicates effectively and keeps customers happy. 

Let’s take a look at Craig’s journey, including:

  • Bedrooms Plus’ company details.
  • The software Craig’s team previously used for customer service management (and why they switched).
  • How Replyco helped the Bedrooms Plus team take control of their inbox, improve customer service and communicate more efficiently.

About Bedrooms Plus

Bedrooms Plus is a UK supplier of sliding wardrobe doors. The company was established in 1980 and offers products both direct-to-public and trade. From its inception all the way up to present day, Bedrooms Plus utilizes valuable skills and workmanship to craft sliding wardrobe doors by hand.

In order to fully serve the DIY, joinery, shop fitting, furniture manufacturing and construction markets, Bedrooms Plus sells a wide range of products and supplies related to wardrobe doors and interior storage fittings.

Bedrooms Plus’ Customer Service Needs

In light of the products sold by Bedrooms Plus and the industries the company serves, the team generally encounters two types of customers. 

The first of Bedrooms Plus’ valued customer types are individuals who buy custom-made furniture for DIY projects. These customers often have a lot of questions regarding dimensions, designs and colors. They also require price quotes and other dedicated services. 

Another type of shopper that commonly frequents Bedrooms Plus is the trade customer. These are people, such as construction professionals, who are picking up parts and supplies for projects. They generally only ask a few questions (if any) and know what they’re looking for. Their customer service needs may be less extensive, but they also place a higher volume of orders.

Other Solutions Fall Short

Bedrooms Plus sells on multiple channels, including eBay, Amazon and the company’s primary website. As such, the team receives inquiries from customers on several different platforms. Centralizing these messages into one place is essential for providing quick responses and great customer service.

Prior to switching to Replyco (in fact, before Replyco was even on the market), Craig and his team were using another tool for email consolidation. However, the pricing for that service changed and it became exponentially more costly. 

According to Craig, the ROI no longer made sense when using this provider. He also laments that the interface was a little too “busy,” which resulted in user frustration.

Better Customer Service Thanks to Replyco

Replyco emerged on the market at the same time Craig was searching for a new eCommerce helpdesk software. He was thrilled to see that this new product offered everything Bedrooms Plus needed, including:

  • Centralized email for every selling channel.
  • Unlimited integrations.
  • Unlimited users.
  • Clean, easy-to-use interface.
  • Affordable, ticket-based pricing.

According to Craig, his team has found it much easier to achieve customer service goals since signing up with Replyco. Just a few of the benefits reaped by Bedrooms Plus have been:

  • Improved customer service and communication management.
  • Saved time from not having to log in and out of multiple accounts.
  • No more having to share eBay login with staff.
  • Useful tags for prioritizing messages.
  • Easy-to-navigate, user-friendly design.
  • Affordable system that boosts ROI.

Improved customer service and communication management

The most significant effect of using Replyco has been a marked improvement in the management of customer service and communications for Bedrooms Plus. Craig and his team can easily view and reply to customer queries, prioritize messages, leave notes for each other, allocate / assign responsibilities and stay on top of all communication needs.

Saved time from not having to log in and out of multiple accounts

Selling on multiple channels used to mean having to log in and out of multiple accounts to manage customer messages. But thanks to Replyco, the Bedrooms Plus team can view and reply to all inquiries from one place. According to Craig, “If you’re selling multi-channel, Replyco is essential. Otherwise, you’re going to waste time every day logging in and out.”

No more having to share eBay login with staff

Craig’s team includes 15 staff members and counting. Before he joined Replyco, he had to give any employee who needed to handle eBay inquiries his password. But because of Replyco’s eBay integration, all he has to do is assign individuals as “Users.” They can then take care of any customer service he needs from within the Replyco platform.

Useful tags for prioritizing messages

The Bedrooms Plus team has set Replyco to automatically tag messages from trade customers as “high priority.” This enables staff members to see which messages need an immediate response. It’s smart options like these that put the Replyco experience over the top.

Easy-to-navigate, user-friendly design

Craig loves how easy Replyco is to navigate. He explains, “[The previous software we were using] was an absolute godsend when we found it. However, Replyco is doing everything we need and is more user friendly. We’ve just found there’s a little bit less going on. The sidebar on the left-hand side of [the other software’s interface] used to be filled with so much stuff. We had a hard time figuring out how to navigate it — even after having used it for a while.”

Affordable system that boost ROI

As mentioned, the helpdesk previously used by the Bedrooms Plus team changed its pricing to a new structure before Craig switched. When it went to a per-user, per-month plan, the cost was simply too high and no longer made for good ROI. Fortunately, Replyco’s pricing is ticket-based and users are unlimited. That means companies can assign as many users as they want to handle customer service, and the pricing will remain the same. 

Thumbs Up from Craig McCormack

When asked whether he would recommend Replyco to other eCommerce pros, Craig offers a definite, “Yes!” He goes on to say, ““In one word, I would describe Replyco as essential.”

Companies all over the world face the same kinds of communication and customer service needs as the team at Bedrooms Plus. If you’d like to learn more about how we can help you improve customer service and boost ROI, feel free to  take a tour of our features. Better yet, take control of your inbox right now by starting your free trial today!

Sheena Ingle - Content Writer for Replyco eCommerce

About the author: Sheena Ingle

Sheena Ingle is a copywriter and marketer with more than 10 years of experience. She studied communications at Southern New Hampshire University and specializes in educating consumers in the eCommerce, technology, customer service and SaaS industries. Sheena's work has been published in major outlets such as USA Today and LIVESTRONG.com, and she truly enjoys helping SMBs and online sellers achieve their goals. Follow Sheena on LinkedIn.

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