Slendertone streamlines customer interaction with personalized automation and social media support

The Challenge: Building optimized processes for customer support and content management from scratch

When Slendertone was acquired, with its legacy of 50 years and over 10 million toning devices sold worldwide, it had an extensive client base. Managing their social media accounts and online communities, with high followings and number of interactions, and the current customers presented many challenges, especially for a start-up. 

Sledertone's director of e-commerce, Gordon Newman, was aware of these challenges from the start. He needed an experienced partner who could not only help them manage their customer base but would also be able to grow with Slendertone, as it would grow and attract new customers. The need was clear, he needed a partner who could:

• Respond quickly to direct messages and comments from the public on their social media pages.
• Focus on technology solutions to drive efficiencies and automation, where possible.
• Implement an escalation management system to provide better support to complex cases. 

The Solution: Automation and personalized content implementation for enhanced efficiency in inquiry resolution

To overcome these challenges and drive the change necessary, Gordon reached out to Otonomee, a partner with the knowledge and experience needed to see this project through. 

Beginning with Sledertone's multiple social media accounts, Otonomee ensured that all direct messages and comments were addressed, that response times were reduced, and that the community started interacting with the brand again. 

Automation and personalized content were incorporated into the customer journey, along with a knowledge base that was embedded on the website, to improve customer interaction and guarantee that each customer received information that was specifically tailored to them and their needs.

To improve case management, a ticketing tool system was put in place to help handle and resolve complex client cases more quickly and enhance the overall customer experience.

The Benefit: Enhanced customer interaction and improved customer experience 

From the very beginning of this partnership, the benefits were clear. Slendertone improved its brand reputation and customer loyalty with better community management, positive customer interactions, faster response times, and an overall more seamless customer journey.

Tech integration played an instrumental part in this process by facilitating client management, establishing clear priorities and escalations, and ensuring that the content displayed was customized to meet the individual needs of each customer. 

Customers can now enjoy a much smoother customer experience, which in turn increases their satisfaction with the brand, thanks to the reduction of response times on social media from an average of 48 hours to just 2 hours, as well as the continuous meeting of agreed SLAs for response times on all support channels.

Building a knowledge base to assist with frequently asked questions also helped with this, as customers can now access resources to address the most common inquiries, which has resulted in a 73% decrease in the number of these interactions requiring chat and email support. 

Gordon commented, "Huge achievement to get this far, this quickly and it's great to be working with a partner that can help us grow the brand into something amazing," after Slendetone analyzed all of these improvements and expressed how happy they were with the outcome.