Shinesty was created for one reason only: to encourage the world not to take itself too seriously. Through years of research the masterminds at Shinesty have been able to curate a comprehensive collection of amazing. They started the company because they love crazy ass clothing and like to have fun with the good people in their lives. People at Shinesty honestly believe amazing clothing enhances life.
Shinesty operates with 4 core values: BE HUNGRY, BE WEIRD, BE NICE, BREAK BOUNDARIES. They aim to become the #1 brand in the world for people who party, be the most loved millennial consumer brand in the world and be the best place to work in the world for people who are authentic to the Shinesty brand.
Antonio King is Shinesty's Director of Experience. He oversees two different departments: the customer experience and the employee experience.
“It’s a pretty incredible hybrid role to where essentially, I oversee both functions that support both the people internally as well as the people externally.”
Back in May of 2016 Shinesty used Zendesk primarily for their CSAT responses. Zendesk offers and out-of-the-box email CSAT survey when you solve tickets. They also wanted to start sending CES surveys, but the Zendesk configuration made it difficult. At that time their configuration looked like this:
• CSAT survey dispatched via email to the customer after the ticket is solved.
• NPS survey dispatched via email to the customer 14 days (custom) after their original order, or maybe 30 days, 60 days, 90 days assuming they haven’t gotten one within that window.
• Transactional emails such as order information (shipping, delivered, etc) were dispatched to the customer’s email inbox.
Shinesty eliminated Zendesk CSAT and replaced it with Nicereply's in-signature CSAT.
“Email surveys, amirite? Sure, the easiest to deploy, but the response rates weren’t to my liking. We averaged 15%-17% response rate from email a week. Instead, we replaced it with the in-signature method that Nicereply advocates for heavily as a better means of collecting more ratings.”After starting using Nicereply Shinesty noticed immediate improvement.
“Replacing Zendesk’s CSAT with Nicereply, we saw a 20%-30% increase in CSAT response ratings per week. Pulling last week’s numbers, we had a CSAT response rate of 58% which is almost unheard of.”