Service Cloud Customization and Chatbot Integration For A Luxury Marketplace Platform
87%
Improved analytics and reporting capabilities
95%
Seamless integration and collaboration between customer care teams
97%
Comprehensive vendor management and tracking capabilities
Overview
From scattered records to a single automated flow
What You Need To Know
Integrating Chatbots in ecommerce websites is crucial in the luxury market for smooth interactions, accurate data management, and improved customer experiences.
Why It Matters
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
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
Challenges Faced
Bottlenecks slowing every hand-off
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.
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.
Share
Solutions Offered by HIC
One pipeline, from record discovery to secure delivery
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.
India 
USA
UK
Canada