Company Overview:

Roma Designer Jewelry, known for its luxurious yet accessible jewelry offerings, has transcended traditional retail to make high-quality fashion jewelry available globally. By eliminating middlemen and partnering with esteemed jeweler families worldwide, Roma has successfully sold over a million pieces, emphasizing direct customer relations and premium craftsmanship at sensible prices.

Challenge:

Transitioning from a successful brick-and-mortar model to an online platform presented unique challenges for Roma. The brand aimed to replicate the personalized, instant communication experienced at their in-person Costco events, online. This shift led to an overwhelming influx of customer inquiries, particularly regarding product details, warranties, and order statuses, straining their dedicated customer support team.

Quimple's Tailored AI Solution:

In response to these challenges, Roma engaged Quimple to develop a bespoke AI-driven customer service solution. This system was designed to automate responses to common queries, enabling the support team to dedicate more time to complex and urgent customer needs.

• Automated Instant Replies: Leveraging live chat features and Shopify integration, Quimple's AI provided immediate answers to frequently asked questions, streamlining the shopping experience.

• Enhanced Customer Interaction: Quimple's AI facilitated a seamless transition between automated responses and live support for more nuanced inquiries, ensuring a personalized customer service experience.

• Comprehensive Customer Support: Through intelligent automation, Quimple's solution helped manage over 200 orders daily, effectively addressing 20% of orders with associated questions.

Impactful Outcomes:

Quimple's intervention revolutionized Roma's approach to online customer service:

• 50% Reduction in Response Times: By automating half of the customer inquiries, Roma significantly improved its first-response times, enhancing overall customer satisfaction.

• Increased Efficiency: The AI system effectively performed the work of three additional support agents, allowing the team to focus on high-priority and complex tickets.

• Maintained Personalization: Despite the automation, Roma was able to preserve the personalized touch in customer interactions, thanks to Quimple's customizable AI responses.

Quimple's Role in Elevating Roma's Brand:

Quimple's AI solutions enabled Roma to uphold its philosophy of close customer engagement in the digital realm, mirroring the brand's successful in-person sales strategy. This strategic partnership not only streamlined Roma's customer service processes but also reinforced the brand's commitment to providing timeless jewelry with exceptional customer care.

By integrating Quimple AI, Roma Designer Jewelry not only navigated the challenges of digital transformation but also set a new standard for online customer service in the luxury jewelry market, showcasing the power of AI in enhancing brand-customer interactions.