How Wonderbly increased ticket response speed by 15% with an intuitive platform

“With Wix Answers, we've increased our ticket response speed by 15%. Thanks to the platform’s clean and intuitive interface, we’re also able to train our agents faster and quickly make changes to our knowledge base—all without outside support from developers!”

Charissa Welkie

Head of Happiness at Wonderbly

Founded: 2012
Partners with Wix Answers since: 2017
Mission: Create personalized stories which let children imagine themselves doing extraordinary things and help parents with their child’s milestones. 
Industry:
Publishing
Offices: London
Number of employees: 70+

Products used:

Knowledge Base

Help Widget

Insights

Wonderbly is a children's book publisher on a mission to create meaningful, magical personalized stories which let children imagine themselves doing extraordinary things. Each Wonderbly book is specially made to order and personalized from cover to cover. In the same way that Wonderbly personalizes every story, it has also created a customer support system where it personalizes every customer interaction.

Challenge.

To the friends’ surprise, what started as a side project soon became an international business venture. The company, which they initially named Lost My Name, sold over 20,000 books over the 2013 holiday season, followed by 300,000 books the following year. Lost My Name soon reached additional milestones, like being named one of the UK’s Future Fifty tech companies and partnering with an animation studio to create a TV series. It also collaborated on a book with the Roald Dahl Literary Estate, marking the first time the estate commissioned a new story based on Dahl’s characters.

Lost My Name also rebranded as it grew. In 2017, it changed its logo and also changed its name to Wonderbly. To date, Wonderbly has sold 4 million copies in 200 countries worldwide and now offers a wide range of stories, inspiring brave, imaginative, book-loving kids from ages 0-12.

Though as its sales increased globally, Wonderbly struggled to keep pace with the higher volumes of its customer service needs. The company realized it needed a software to help manage its customer support.

“We knew we needed a help desk platform that would let us make our customer support feel as magical as our overall customer experience,“ said Charissa

Wonderbly’s Head of Happiness. Specifically, Wonderbly wanted a solution that could scale with its fast expansion, help serve customers in multiple languages and let Wonderbly easily deliver personalized support consistent with its brand.

Solution.

After in-depth research on different software, Wonderbly found the ideal support platform in Wix Answers. Now, no matter how Wonderbly’s customers get in touch—by email, contact form or social media—they receive prompt responses from Wonderbly’s support agents, which it calls “support Angels,” who assist customers in English, Spanish, French, Italian and more.

But what Wonderbly's customers don't see is that each of their messages is automatically sorted by Wonderbly's behind-the-scenes Wix Answers ticketing system, allowing Wonderbly to quickly prioritize each individual ticket." Our customers are never just a ticket or an order number.

With Wix Answers, our team of Angels can quickly and easily prioritize our messages so that we can deliver the most individualized attention and care," said Charissa. Wonderbly has managed over 200,000 customer tickets within the first year of using their Wix Answers ticketing system.

“With Wix Answers, our team of Angels can quickly and easily prioritize our messages so that we can deliver the most individualized attention and care.” 

Using Wix Answers, Wonderbly also offers a searchable knowledge base where customers can find answers to their questions before they ever have to ask. Wonderbly easily customized its knowledge base with its mint green logo, playful images and whimsical tone of communication. Additionally, Wonderbly relies on the actionable insights it gets from Wix Answers to frequently update and adapt their knowledge base based on customer needs and searches.

Impact.

Wix Answers has made Wonderbly’s support agents and internal processes more efficient. Using the platform's Automatic Actions, Wonderbly automatically routes each customer ticket to the right support Angel based on language, subject and priority.

“With Wix Answers, we've increased our ticket response speed by 15%. Thanks to the platform’s clean and intuitive interface, we’re also able to train our agents faster and quickly make changes to our knowledge base—all without outside support from the platform or developers!" said Charissa.

“With Wix Answers, we've increased our ticket response speed by 15%. Thanks to the platform’s clean and intuitive interface, we’re also able to train our agents faster and quickly make changes to our knowledge base—all without outside support from the platform or developers!" said Charissa.

With Wix Answers, Wonderbly has created an international customer support experience consistent with its unique brand. After all, who said customer support can’t be magical, too?

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