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Amanda Urena , Senior Customer Experience Manager
Industry: Retail

Offering a boutique experience with

Shoptiques brings the world’s best neighborhood boutiques online so savvy shoppers can purchase handpicked items from anywhere. It’s important for the company to have an easy way to support customers and boutique partners, but it also needed an easy way to track and access support data. “Our customers are used to a boutique experience, so we want to do more than just provide answers,” explains Amanda Urena, Senior Customer Experience Manager.

Faster, smarter service

Shoptiques initially used email to track issues, but the system couldn’t scale as the company expanded to include more than 5,000 boutiques. They evaluated several platforms, but chose for its ease of use, comprehensive reporting, and the ability to quickly add additional staff as the business grew.

Today a team of 15 agents supports customers and partners through email, chat, text, Facebook, Twitter, and more. Workflows and automations keep cases moving quickly toward resolution. A knowledge base gives agents fast access to the answers they need, and the mobile app lets them work on cases from anywhere. Shoptiques even has a support center that lets boutique partners log cases and easily find their own solutions.’s Business Insights lets Shoptiques take a smarter approach to their businesses. Case labeling helps them track new or trending issues and monitor overall support performance. Urena’s team can also keep an eye on specific cases and ongoing interactions to make sure every customer is happy.

A better customer experience

With data from, Shoptiques continually refines processes and adapts the way it responds to customers. Managers can update ­the way solutions and scripts are worded, and coach agents to continuously improve.

“We went from just offering support to really analyzing the data and seeing how we could enhance the way we do business,” says Urena. “ helps us offer an experience that’s as unique and special as the items we sell.”

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