Glowny: 50% Decrease in Simple Inquiries

“All I did was answer their question within the designated response time but [the customer] gratefully expressed their appreciation with a gift card.”

The Problem: Glowny’s explosive popularity lead to 8,000 deliveries and receiving over 100 inquiries overnight with only one CS employee.

The Solution: Channel Talk centralized all communication channels for easy management and implemented support bots to handle repetitive questions.

The Result: Reduced inquiries by 50%.

CEOs Jane Choi and Jiho Choi went from losing $37.5K USD a month from their first business to to generating $2.2 million a year with Glowny. The key to their success is prioritizing customers, even inviting VIPs to a private dinner event. The CEOs still give personal recommendations through live chat and customers know CS employees by name.

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