November 17, 2019
Life is Good Gains a 360-degree View of the Consumer

Life is Good Gains a 360-degree View of the Consumer


To describe OSF, I would say they are flexible, thorough, forward thinking. Life is Good is a positive lifestyle brand whose mission it is to spread the power of optimism. Our products are sold in a variety of retailers across the country, small specialty stores to large chain stores, as well as lifeisgood.com. We were concerned with scalability a year ago and we knew that we needed to move data more efficiently from one system to another and by engaging with OSF, they enabled us to do that. The biggest challenge we had was the need to simplify and be more efficient when dealing with customers. Prior to the dashboard, reporting analytics in general has always been a challenge. For us, it was very manual in the sense that you had to run every channel individually to figure out what was happening in the department as a whole. How can we give customers better information and a better experience so they don’t need to call? Live chat is a completely new channel for us. Now we’re offering consumers a way to get a hold of us that’s convenient and more comfortable for them. They can call. They can email. They can fill out the contact us form, or they can chat if that’s what they prefer to do. We didn’t have our customer data and our purchase order data in one central place for our agents to access. We had to go into multiple screens just to get visibility to the consumer themselves and maybe why they were contacting us. On the marketing side, we had Commerce Cloud and Marketing Cloud almost entirely disconnected with only email addresses moving from one to the other. Quickly OSF put us in a place of feeling comfortable and we knew we were working with a best in class team because they were providing the results we were looking for. They were the only ones that had the at the ready ability to migrate information from our OMS and Commerce Cloud into Service Cloud. It also has the benefit of a great ticketing system to make it easy for our customer service agents to help our customers. It reduced costs for us – our implementation costs and improved our implementation speed. The impact on our case management is that we’ve been able to handle cases much more efficiently. Our business grew over 30% last year and we were able to handle the increase in customer contact without adding additional head count by virtue of having a much more efficient system. So not only is Service Cloud providing oa better experience for our customer – it’s providing a better experience for our customer care team. The training process has been so much faster. Because all the information is in one place, we no longer have to train on different platforms and different systems. It allows us to holistically look at their account and get back to them with accurate information in a timely manner. We’re anticipating a lot of growth over the next few years and the only way we’re going to do that is through customer retention. Having that marketing power to be able to start speaking to people in a more personalized way, that’s really important to our future. We’re really looking a relationship with consumers and I think that’s what’s going to help us continue to grow. The relationship between OSF and Life is Good has been strong from day one and will continue to be strong.

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