Many of you will know Artem Verovenko, CEO of Replyco – prior to starting Replyco, Artem was part of a founding team at Linnworks (employee #1), the UK’s largest multi-channel order management software provider, and spent 9 years scaling the company to the size it is today.
Spotting a gap in the market for a top notch customer service tool, Artem left Linnworks to found Replyco. I sat down with Artem to find out how they can help online merchants and to hear about his vision for the future of customer support:
Who are Replyco?
During my time at Linnworks I had a fantastic opportunity to work with thousands of online retailers on their business automation needs. However, regardless of how successful they were, I don’t recall talking to a customer who didn’t identify customer support as an area they could improve on. At the same time, I found many retailers being frustrated with the lack of helpdesk solutions tailored specifically to ecommerce. Not the ones that are retrofitted for them. Not ones that are repackaged for them; but the ones that are made just for them.
Whilst there are a handful of software companies that offer ecommerce tailored helpdesk solutions to customers today, we felt there was still a lot more that could be improved in their offerings.
It is clear that modern buyers are not satisfied with today’s average response standards. They are no longer satisfied with a response within hours, let alone days, to get their questions answered – minutes is the new standard. An increasing number are also turning to other ways to communicate with brands. Social media is just one example. However, having just social media channels is not enough – there are marketplaces, couriers, order management platforms, chat bots, etc and marrying these platforms so that they can communicate seamlessly with each other is a complex problem to solve.
That’s why I and my new team founded Replyco – to crack this problem for good.
In a nutshell, our aim is to enable online retailers to respond to their customers faster than ever before. The idea of a new, innovative solution that would help retailers reduce their average response time to just minutes is what keeps us awake at night.
It is now up to us, as well as our competitors, to embrace this change in customers’ expectations and give both retailers and buyers a platform to achieve new highs in the world of customer satisfaction and response times.
What does Replyco software do?
Replyco is a helpdesk software built and designed from the ground up for multichannel ecommerce businesses. It consolidates all customer messages into one place and provides efficiency tools to bring reply times down and resolve issues fast.
Replyco core features
All of our features are included in all price plans, some of the core features include:
- Channel integrations
- Customisable SLAs
- Automatic routing
- Collision detection
- Performance reports
- Mobile app for both iOS and Android devices
Replyco is built using the latest cross-platform technologies to give consistent experience to modern day retailers, regardless of which device you use or which department you work in.
As Leonardo da Vinci and Steve Jobs once said, “simplicity is the ultimate sophistication”. With Replyco, simplicity is at the core of everything we do – a simple, easy-to-use solution that just works. To achieve this, we engaged one of the best UX/UI agencies on the market to help us create a clean, simple clutter free design that gives you everything you need regardless of screen size.
- eBay (all sites)
- Amazon (UK, US, France, Germany, Italy, Spain, Canada, Mexico)
- Gmail / Any Mail
- Social media channels (coming soon)
Replyco’s pricing model is simple and easy-to-understand. We don’t charge per user or based on how many channel integrations you need. It’s based on usage and how many tickets (messages from buyers) you receive each month:
We also offer a tailored solution for Enterprise customers based on their volume, historical data storage and bespoke development requirements.
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What’s the future for Replyco
So far we’ve laid the foundations. Next, is where the real challenge of reducing average response times to minutes. We are already working on an instant messaging concept which would allow retailers to communicate with buyers using their preferred communication channels in real-time.
After that, the goal would be to try and automate as many of these conversations and customer queries as possible without losing the personal touch. By automating most common queries across all communication channels in a consistent manner, we hope to be able to significantly reduce average response times as well as overall volume of enquiries requiring human attention.
We are not trying to replace humans with bots. That wouldn’t be possible in today’s landscape. Instead, we’re trying to eliminate unnecessary repetition in customer conversations that can be otherwise handled by automated algorithms in a personal way. Having analysed tens of thousands of interactions, we can clearly see that most of them are repetitive and are common across all businesses.
A solution that would be able to resolve these repetitive enquiries in real-time could make a huge impact on the customer service industry. Stay tuned!
Company name: Replyco Ltd
Company address: 9 Oliver Business Park Oliver Road, Park Royal, London, England, NW10 7JB
Telephone: +44 20 8064 0564 (9:00am to 6:00pm GMT/BST)