More than 700,000 potential customers visit the Jardim Exótico website every month. Customer service ran smoothly during business hours, however, people had questions about products even after hours and on weekends. Due to the fact that Brazil has 4 time zones, some customers were left without answers to simple FAQs.
The average weekend traffic soon became an issue for Jardim Exótico. It turned out that over 3,500 potential customers couldn’t reach them during the weekends. This resulted in a huge pile of unanswered inquiries, and incomplete potential orders.
Jardim Exótico needed to find a better way to communicate with its customers for a greater shopping experience.