Retail

4x Trustpilot reviews and custom tools across 12 showrooms

Context

An international eyewear brand with showrooms in France, Belgium, Netherlands, Hong Kong, and Los Angeles. ~30 people across CS and showroom operations, using Freshdesk for support.

6 months (500+ hours)

Challenge

Two separate tracks needed attention. On the CS side: agents spent too long drafting email responses, QA reviews were manual and inconsistent, and there was no system to turn positive interactions into public reviews. On the showroom side: each location tracked KPIs, stock, and orders differently, with no centralized visibility for management.

What was delivered

CS track: Built AI-drafted email responses for Freshdesk agents. The AI generates a draft based on ticket context and KB articles, agents review and send. Cut average handling time significantly.

Set up automated QA pipelines that pull Freshdesk conversations into a supervision app for systematic review and coaching.

Built automated Trustpilot invitation flows triggered by positive Freshdesk satisfaction ratings (their most impactful automation in terms of brand reputation).

Routed negative survey responses to a dedicated follow-up queue for recovery.

Showroom track: Built custom Glide apps for KPI tracking, stock management, diagnostics, and order reporting for all 12 showroom locations.

Created Looker dashboards for CS performance visibility across the entire operation.

Integrated Calendly booking systems and tied everything together with Make.com automations.