How Matchaflix turned inquiries into sales with LiveAgent 

Overview

Matchaflix’s business growth during 2023 significantly increased customer interactions with the brand. As sales grew, the percentage of inquiries and complaints related to logistical issues also began to escalate. Matchaflix’s team identified early on that the customer service area needs to be improved to ensure efficient management and a satisfactory user experience.

Since implementing LiveAgent, Matchaflix has seen an advancement in customer service, which has translated into an uplift in customer lifetime value.

Let’s see how they managed to achieve it.

More agile experience for Matchaflix customers

Located in Madrid, Matchaflix has demonstrated incredible success selling matcha tea over the past four years in Spain. Founded by two siblings with hardly any initial capital, Matchaflix started as an Instagram shop, shortly after making the leap to physical sales and an e-shop. Today Matchaflix operates an online store and two physical shops in Madrid, offering high-quality matcha sourced from China and Japan.

Matchaflix delegated its customer support optimization to Impulsa3, a trusted marketing agency and a valued affiliate of LiveAgent. Impulsa3 understood that while increased sales are advantageous, they often bring challenges, such as increased order errors, customer confusion, and refund requests.

They detected the need for a technological solution to optimize Matchaflix’s interaction management. Impulsa3 was looking for a helpdesk tool that would centralize inquiries, improve response times, and offer a more agile and efficient experience to Matchaflix customers.

Unlocking scalable support with native integrations

When Matchaflix decided to implement LiveAgent, the objective was clear: ensure rapid response times and transform inquiries into sales.

“The key features that attracted Matchaflix to LiveAgent were diverse, but first and foremost was the trust in the human support behind the platform, both commercially and technically. Knowing that they had a solid support team was a determining factor in the decision”

—  Jorge Nevado, CEO of Impulsa3

LiveAgent’s WhatsApp Business integration was another critical factor for their team’s decision. In Spain, the possibility of incorporating WhatsApp directly into the Matchaflix website was a real revolution, as it allowed transforming inquiries into sales in an agile and effective way. 

Emphasizing the advantage of LiveAgent’s flexibility, Jorge says: “Another key aspect was the scalability of the platform, which facilitates the incorporation of new agents according to business needs and by language, ensuring that Matchaflix’s growth is not limited by the system’s capacity.”

In addition, Impulsa3 found LiveAgent’s native integration with Shopify particularly interesting because it allowed them to use its API in GraphQL to access customer orders in real time. LiveAgent’s Shopify integration was specifically designed to optimize request management and improve the user experience by offering quick and accurate responses.

Refining customer support process from scratch

To ensure LiveAgent was efficiently integrated in line with Matchaflix’s business goals, the team followed these key steps:

• Creation of departments, tags, filters, rules, and agents within LiveAgent.
• Integration with Google Workspace to manage customer service emails.
• Connection with Shopify through its GraphQL API, allowing real-time access to customer orders.
• Configuration of the WhatsApp Business channel, which allowed more direct and effective contact with customers.
• Integration with contact forms and other digital entry points.

“To ensure rapid adoption of the tool, we conducted hands-on training with the Matchaflix team,” Jorge explains. “Instead of using a test environment, we worked directly in production, which allowed for real-time user acceptance testing (UATs) and ensured a smooth transition.”

Transforming customer inquiries into purchases

After LiveAgent’s integration, the results for Matchaflix were remarkable in terms of operational efficiency and customer satisfaction. Here are their key achievements:

• Response time cut from 3-6 days to 5 minutes: With LiveAgent WhatsApp business integration, response time was reduced to an average of 5 minutes during business hours, with peak response times of less than 1 minute for urgent inquiries.
• 66% increase in first contact resolution rate: Thanks to the categorization of incidents and the referral of responses to the appropriate department, 70% of inquiries were resolved in the first interaction, compared to the previous 4%.
• 37% of commercial inquiries lead to a purchase: Incorporating conversational marketing in WhatsApp Business allowed 37% of commercial inquiries to lead to a purchase, directly boosting sales between 2023 and 2024.
• Incident management time reduced by 50%: Integration with Shopify allowed agents to access customer orders in real-time, reducing the management time for incidents related to logistics and shipping.

“We observed a positive impact on sales, especially in terms of customer loyalty among those who had already placed at least one order. The improvement in customer service, driven by the implementation of LiveAgent, played a key role in increasing purchase recurrence.”  

Expanding customer outreach with AI capabilities

As Matchaflix is planning its European expansion, it aims to continue optimizing its customer service with artificial intelligence. The team plans to reduce average handling times, freeing agents to focus on more complex interactions or those of greater value for Matchaflix’s day-to-day operations. LiveAgent will continue playing a crucial role in Matchaflix’s help desk operations as their customer base grows, empowering well-structured call management, optimized response times, and memorable customer experiences.