How Styli effectively engages with their Gen-Z customers with Freshworks

About Styli:

Styli is a Saudi Arabian e-commerce platform targeting young customers aged 18-32. They offer a wide range of collections, including clothing, footwear, makeup, fragrances, and more.
In the blink of an eye, Gen Z—loosely, people born from 1995 to 2010—have surpassed Millenials as the youngest and the most influential consumer demographic. And with them comes the need for companies to adapt to the sensibilities of the true digital natives.

In the competitive world of e-commerce, how can an online fashion business with a predominantly Gen-Z customer base not only survive but thrive? Rana Abdelrazik, Customer Experience Manager at Styli, has the answer: "We make fast and unparalleled customer service our top priority."

Building stronger customer relationships with 45% less work

To deliver unparalleled customer service, Styli focuses on connecting with its customers through their preferred channel - WhatsApp. Styli uses Freshdesk (customer service software) and Freshchat (customer messaging software) to organize, prioritize, and respond to customer queries via email, WhatsApp, and Instagram (Instagram + Freshdesk integration app from the Freshworks Marketplace) from a single platform.

85% of Styli's customer interactions occur on WhatsApp, thanks to its largely teen customer base that demands swift answers. Utilizing the WhatsApp chatbot for Freshchat, they address 45% of incoming inquiries, freeing the team to focus on more complex issues.

This approach has helped team Styli to answer support queries 42% faster, delivering a seamless and efficient customer experience.

However, Rana and her team understand that communication is a two-way street. Apart from answering customer questions, the team also proactively engages with customers with order-related information and ongoing offers through WhatsApp.

Hitting the sweet spot where efficiency meets convenience in customer service

Styli's customer service strategy revolves around convenience and efficiency, making automation rules a critical component of their approach. With Advanced Automations, a free app from the Freshworks Marketplace, that classifies incoming tickets based on language and channel, Styli can quickly assign conversations to the most appropriate agents/groups.

Automation rules were also set up in Freshdesk for automatically closing spam tickets and proactively requesting customer feedback after resolution. These measures quickly added up to improved customer service efficiency, service quality, and an increase in the team's productivity.

The best part? Rana doesn't find the process complicated at all. She says, "Even if you lack a technical background, using Freshdesk is a piece of cake. You can implement any automation without writing any complicated code."

Growing loyalty, one interaction at a time: Styli's triumph with Freshworks

In the highly competitive fashion industry, Freshworks has helped Styli to start its customer service on the right foot by enabling the business to provide a seamless and personalized customer experience. This has resulted in increased customer satisfaction, loyalty, and retention. According to Rana, their customers are happier than before as the business is seeing steady growth in the percentage of repeat customers, which is a clear indicator of stellar customer service.