Congratulations to the most outlandish and crazy ecommerce store Shinesty, who ranked 2nd in providing the most Effortless Experience.
Average Icon Average score 6.45
Rating Icon Number of ratings 5,690

Shinesty Story

Please briefly
introduce your company

Shinesty has one mission: to create the most outlandish and outrageous line of apparel that turns head and starts conversations. When worn correctly, the right clothing can make Mike Tyson's albino tiger purr like a kitten, blow the minds of boringly-dressed onlookers, or be a major contributing factor in the creation of a small human that looks strikingly similar to you.
Whether you are searching for a rare retro piece, enough neon to blind the 80s, or simply something that would make Chuck Norris weep with pride, Shinesty is here to help. Shine On.

What role does customer support have in your company?

Customer support here are pivotal. We’re the ears on the ground and throw feedback left and right. In a lot of organizations, support is seen as a cost center. We’re lucky here because everyone understands the value that we bring and its constantly top of mind.

What does customer happiness mean to you?

For us, happiness is all about the amount of effort you have to exhaust. Contacting support typically has a negative connotation. Bearing that in mind, we try to make it as easy as possible. We develop a lot around self-service to allow people not to waste time talking to us by allowing them to do a lot online. When they do have to talk to us, we take our unique brand approach to make it a different, funny, and helpful experience.

What would you advise other companies to do to achieve the same success as you did?

It’s not all about CSAT, believe it or not. It helps, but we don’t focus that much on it here. Instead, we focus on effort. Think about walking through your customer journey to understand what it’s like for your customers, and you just might find something you can change for the better.

How did Nicereply help you?

We channel most of our support feedback through Nicereply. Allowing everything to be kept all in the same area makes it really easy to analyze and act quickly. All without inundating people with more than necessary transactional emails soliciting feedback.

What was the biggest challenge you had to face this year?

Our biggest challenge happened to be a good thing. We were seeing tremendous traffic increases around a new launched product, and of course, our ticket count rose. The existing team, as always, managed it all with wonders without having to expand in headcount. This team truly knows how to optimize their time to be the most efficient, and having the ability to keep a pulse on our customer effort score along the way gave me insight into where to make some shifts.

Why is it important to measure customer feedback?

Measuring feedback is important for anyone, especially for customers. Customers, in most if not all cases, want to provide feedback to make their experiences better for others. When customers learn their feedback is not only listened to, but incorporated to some degree, it builds a stronger bond between brand and consumer. I don't have to tell you the obvious pros of that.

Customer thoughts

Love Shinestys customer service, it's the best!

Totally took care of me, I think I’m in love!

You guys were awesome. You went above and beyond. We will definitely be ordering again!!!! Thank you!

Everything about my experience with Shinesty has been kickass! Exceptional products and service.

You couldn't make it any easier....that was super easy and an effective quick response. Thanks Shinesty team...looking forward to the proper fitting blazer! Cheers

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