The year was 1999 and Marcos Galperin was still a student at Wharton and Stanford but was establishing a company that was backed up with funding from giants like HM Capital Partners, JP Morgan Partners, Goldman Sachs and Banco Santander and would prosper throughout the years until it became the leader in it’s own market.
It’s 2018 and we’re talking about the e-commerce giant MercadoLibre. Founded in Argentina, MercadoLibre is the top online marketplace in every country in Latin America.
From listings and auctions that go from dogs to cellphones to clothing, you can find pretty much everything you need right there, and customers know it because over 83.5 million of items have been sold on the third quarter of 2018 alone.
In an era where you can buy anything and everything online, how do you distinguish yourself?
In the words of Galperin: “In the past, we did better by focusing on the product and a really good user experience and not so much with building our brand through mass marketing. We saved most of our money, our competitors ran out of money, and we had a better product. Going forward we will continue to do the same.” It is vital to offer a great experience that helps you connect with your users over paying attention to the things that don’t matter.
For online businesses, the user experience translates to great customer support. But when you have a reduced number of customer service agents, how can you accomplish this?
Having the information you need available so you can use your time efficiently to deliver an answer to your customer’s questions as fast as possible is not an option in 2018, but an essential necessity. This also allows you to know who your client is and how to nurture the conversations.
A lot of the small and medium businesses in MercadoLibre are using Freshdesk to keep track of their customer tickets and deliver that great user experience that Galperin talks about.
But when you’re going between the MercadoLibre information and the tickets on the online help desk, information can get lost in translation or simply go missing.
We identified this unresolved need by this market: MercadoLibre vendors, in order to provide a great customer experience must constantly go to MercadoLibre’s portal to monitor and respond to customer messages and requests. Vendors with dedicated support teams who are using Freshdesk must manage messages in two platforms simultaneously and the constant switch between platforms creates a delay in the response time, damaging the customer experience.
Our proposed solution is an integration between MercadoLibre and Freshdesk. It enables MercadoLibre vendors to see and respond to customer support messages within Freshdesk: customer questions posted in MercadoLibre will be automatically created as tickets in Freshdesk.
Freshdesk agents will have the ability to view customer information, see the listing details as well as order information in relation to each ticket in the Freshdesk sidebar. They will have all the information they need to provide quality support to prospects and customers.
Agents follow up in Freshdesk will be posted in MercadoLibre as responses to users questions and requests.
This app makes customer support efforts a much simpler task for small and medium business owners who need to compete with larger firms.