The problem
About 3,000 messages a month, on top of returning customers, and they could not answer everyone on time. Two people hired for a month did not reach the sales results they needed.
Customer case · E-commerce
Moon Parfum stopped losing sales to slow replies
About 3,000 messages a month and two new hires who did not deliver. Darwin Hernández explains how he solved e-commerce customer service with Meteor.
Direct answer
Published by Meteor · Updated .
How did a fragrance e-commerce business handle thousands of messages a month?
Moon Parfum distributes fragrances nationwide in Colombia. According to Darwin Hernández, its owner, they received about 3,000 messages a month and could not answer everyone on time, so they lost leads and sales. After a month with two new hires that did not deliver, they used Meteor to configure the whole sales journey step by step through closing, which he says speeds up sales and makes customer service more effective. If your online store gets more messages than it can answer, start here.
The result, according to the customer
With Meteor they configured the whole sales structure step by step, through closing. Darwin says the platform helps them streamline processes, speed up sales and serve customers more effectively.
3,000 messages a month they could not answer on time, according to Darwin
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“La mayor problemática de nuestra empresa no ha sido ni la preparación ni la logística: ha sido el servicio al cliente.”
English meaning: Our biggest problem was never preparation or logistics: it was customer service.
Indexable primary source
Original Spanish transcript
What Darwin Hernández says in the video, in the original Spanish, with punctuation adjusted for easy reading.
Hola, mucho gusto. Mi nombre es Darwin Hernández y soy dueño de una empresa que se llama Moon Parfum. Nos encargamos de distribuir perfumería a nivel nacional. Llevamos un año en el mercado distribuyendo a personas que quieren emprender con nuestro negocio. La mayor problemática de nuestra empresa no ha sido ni la preparación ni la logística: ha sido el servicio al cliente. Aproximadamente recibimos al mes 3.000 mensajes, aparte de las personas que ya nos conocen, y se nos estaba presentando el inconveniente de poder contestarle a todo el mundo a tiempo. Perdíamos leads, perdíamos ventas, perdíamos muchas cosas por esa falta de atención. Analizando la problemática que teníamos, decidimos contratar dos personas para que atendieran los mensajes. Duramos un mes probando con estas personas y no dieron la talla con el resultado de ventas que les pedíamos. Así que me tocó crear otra estrategia con la cual apalancarme para solucionar mi problema, y ahí fue donde conocí a Meteor. Por medio de la comunidad de e-commerce y dropshipping en la que estoy se me presentó la oportunidad de conocer a Meteor, y ellos nos ofrecieron sus servicios. Decidí hablar con los encargados y vi que la solución que yo necesitaba estaba en Meteor. Lo que más me gusta de la plataforma de Meteor es que podemos configurar paso a paso toda la estructura de nuestra venta, hasta llegar al cierre. Esta plataforma nos ayuda a optimizar procesos, agilizar ventas e incrementar nuestra efectividad en el servicio al cliente.
Watch the public source on InstagramHow it works in practice
What the AI agent does and what stays with the team
The agent takes on the repetitive work; decisions that need judgment stay with your team.
What the agent does
- Answers an online store’s message volume on time.
- Walks the customer through the sale, from first question to close.
- Keeps leads from going cold because of late replies.
What the team still does
- The owner sets the catalog, prices and sales script.
- The team handles special cases and wholesale orders.
- Shipping logistics stay with the store.
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