Mobile App for Advanced Customer Service

Working with HQSoftware, the client launched a fully-featured mobile application offering live-chat customer support. Now, Summus brand users can quickly reach qualified representatives for assistance within several clicks.

Within the app, customers can pose questions, categorizing them under five different topics, and promptly receive responses in real-time 16 hours a day, 7 days a week. The new direct messaging platform is accessible for downloading in Google Play and App Store.

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Customer

Our client, Shiawasedo, is a prestigious Japanese cosmetics brand that sells luxury beauty products online. The company has built a devoted international customer base that shops through a direct-to-consumer e-commerce storefront.

Finding their previous customer support services to be slow and inefficient, the client approached HQSoftware to develop a more streamlined solution. They wanted to engineer a mobile application featuring a user-friendly chat that allows customers fast and direct communication with service representatives. 

Solution

The goal of HQSoftware was to build a messaging application that ensures quicker responses and issue resolution. The mobile app delivers a vastly improved experience for resolving issues in comparison with the previous support system, allowing for immediate and qualified responses at any time throughout an extended service window.

The core functionality of the app revolves around direct messaging between users and customer support services through the real-time chat, which is accessible for 16 hours daily, 7 days a week. Through this channel, users can answer questions within five categories:

• parcels;
• cosmetics;
• travels;
• Japanese products;
• other.

The solution enables users to pose inquiries, for which they receive responses from dedicated support specialists. This extensive availability aims to provide seamless support whenever needed, increasing overall customer satisfaction. 

Team

1 React Native developer

1 Project Manager

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