A socially savvy ecommerce company
Founded in 2005 by Dominika Żak, women’s fashion label DeeZee offers apparel, accessories, and footwear. The Polish brand is known for its online presence, where it often features designs worn by celebrities and influencers. Currently, DeeZee sells across several Central European markets including Poland, Ukraine, and Hungary, and has plans to expand further and become a leading ecommerce brand in Europe.
of customer service enquiries were resolved via Messenger
increase in Messenger users
conversion from Valentine’s Day content to DeeZee Facebook page
Fast and efficient customer support
To keep up with growing demand and a high volume of customer queries, DeeZee needed a scalable customer service management solution to help its team quickly qualify leads, have faster conversations, and boost customer satisfaction.
Automated conversations and engagement for the modern customer
DeeZee partnered with automation expert Zowie to build, integrate, and launch an automated experience for Messenger that would help the fashion company acquire customers and provide round-the-clock customer care.
Zowie built an automated flow for self-service that provides answers to frequently asked questions and that includes a handover protocol that seamlessly transfers customers with complex queries to a live customer service agent. In addition, DeeZee integrated the Messenger Chat Plugin into its website so that customers can access the Messenger-powered care experience frictionlessly.
To better engage with customers and boost awareness for its products, DeeZee and Zowie developed a quiz based around customer product preferences. Based on their responses, the apparel brand received valuable insights about customers’ favorite styles.
In addition, DeeZee promoted its Messenger experience with a Valentine’s Day contest on both Facebook and Instagram. By using the Facebook Comments Plugin, a Messenger conversation automatically launched when someone commented on the ads and encouraged them to enter the contest. To ensure people on Instagram received the information through automation via Instagram Direct, the company sent a reference link from Messenger to Instagram Direct.
Delighting customers digitally
By partnering with Zowie to build an automated Messenger experience, DeeZee gave its customer communication process a digital makeover. Between December 2020 and June 2021, the apparel brand has seen the following results:
- 62% of customer service enquiries were resolved via Messenger
- 84,800 customer care requests received since implementing automated experience for Messenger
- 4.9X increase in Messenger users four days after the launch of the Valentine's Day contest
- 89% of people who entered the Valentine’s Day content visited the DeeZee Facebook page
“Apart from being an ecommerce brand, DeeZee is known for its social media presence. We are constantly trying to innovate and build a competitive advantage when it comes to customer service. As a result, we partnered with Zowie to build an automated Messenger experience that aligns with our business needs and provides a revolutionary experience for the digital customers of today.”
“At DeeZee, our goal is to deliver reliable and accurate customer care in the most natural environment for our customer. From day one, social media has been a key medium for reaching and talking with our customers. We’re thrilled that we can now deliver a fully automated customer care experience with Messenger and are looking forward to scaling the experience and launching it on Instagram.”
“With the automated Messenger flow, DeeZee delivers an elevated customer experience where it can engage with customers at all times. Since partnering with the brand, we have helped them effortlessly scale conversations and reduce operational bottlenecks. By combining automation with a human touch, DeeZee can easily deliver an elevated customer experience while reducing human workloads.”