TikTok Case Study

CX Solution

TikTok Seller – Freshchat

Background

The platform acts as an e-commerce warehouse for vendors who wish to publish their products for consumer visibility. Whenever customers have queries regarding a product, communication between the customer and the vendor happens through a chat application called Customer Service Chat.

Business Challenge

In order to handle the customers, the vendors migrated to the Freshworks product called Freshcat CRM, which primarily offers chat support and certain additional features that helps the vendors use case.

Sandeza Solution

A solution was developed by Sandeza for integrating Customer Service Chat with Freshchat. Doing this will help the vendor to attend all the inbound messages from the customers and also reply to it from Freshchat. At the same time vendors can customize their chat channel’s threading interval and also handle other third party chat channels parallelly in a single chat widget. Also, the vendors can view the top most important information about the orders that has been placed by the customers in the custom UI that was built by our team.

Results and Benefits

Integrating TikTok with Freshchat enabled instant case creation and content tracking, reducing Average Handling Time (AHT) by 10%. Customer Satisfaction (CSAT) improved by 13%, reflecting faster, more transparent interactions.