Bonify and xFusion Case Study

How Bonify partnered with xFusion to provide world-class customer service to their quickly growing brand.

Industry

SaaS / Shopify Apps
Country

United States
Challenge

Bonify faced challenges transitioning from web to app development, particularly in support management, including live chat. They struggled with increasing volumes of support tickets and live chat inquiries, along with the need for high-quality technical assistance. This situation impacted their ability to focus on core development and business growth, as managing live chat and support tickets became increasingly demanding.
Solution

xFusion provided a solution by deploying skilled, full-time agents for Bonify, including managing live chat interactions. This approach effectively addressed the technical and language barriers Bonify had previously encountered with other support services. The collaboration was focused on understanding Bonify's complex products and delivering tailored customer support, including efficient live chat management.
Results

With xFusion's support, including the handling of live chat, Bonify observed a significant reduction in the founders' involvement in day-to-day support tasks. This allowed them to concentrate more on strategic initiatives and app development. The partnership led to improved customer satisfaction, efficient handling of complex queries including those received via live chat, and the successful launch of significant app updates that had been pending for years.

Bonify is a Shopify App development company, creators of Custom Fields, Arigato Automation, Customer Account Fields, and Instasheets.

About Bonify

Bonify, under the leadership of founder-owner John Carbone, has established a significant presence in the Shopify app development arena. Originally a web development firm, Bonify adeptly shifted its focus to specialize in app development, specifically targeting the needs of online retailers. The company has developed a suite of popular Shopify apps known for their intuitive design and powerful automation capabilities, which streamline complex e-commerce operations.

John’s vision has been central to this transformation. His commitment to customer-centric development and continuous innovation has been pivotal in Bonify’s growth. Despite the challenges posed by the COVID-19 pandemic, John’s strategic partnership with xFusion in the early summer of 2020 marked a significant turning point for the company.

This collaboration enabled Bonify to enhance its customer support services, leading to improved customer satisfaction and allowing the team to focus more on strategic projects and app feature development.

John’s ability to lead through challenging times and his focus on leveraging technology to improve e-commerce efficiency have helped cement Bonify’s reputation as a reliable and innovative player in the e-commerce sector. His leadership continues to drive the company towards greater achievements in the world of online retail solutions.

Working with xFusion has led to a monumental improvement in Bonify’s customer experience. They found us the perfect reps with complete alignment to our mission. I forget that they’re technically not in-house employees, they truly are part of the Bonify team. As we scale, I’m confident our customer support team is in the right hands.

John Carbone

Founder at Bonify

3 years after we embarked on our partnership with Bonify (from May 2020 through to the current year of 2023), John (founder) has seen a notably lighter workload, contributing to roughly <5% of the total ticket replies.

We’ve also reduced the response times to an average of 51.43%, which is less than half the time taken by John and Dan. This indicates more efficient processing of tickets – while maintaining a 4.9 overall customer satisfaction score in Shopify since embarking on this journey in May 2020.
The live chat service has demonstrated significant efficiency with an average wait time of just 1 minute and 15 seconds, indicating a swift response to customer inquiries.

The Challenge:

Under the leadership of founder John Carbone, Bonify embarked on a strategic shift from web to app development. This transition, while pivotal for growth, brought significant challenges. The company experienced a surge in support tickets, reflective of its expanding product range and growing customer base.

These tickets were complex, requiring deep technical understanding, a challenge further compounded by language barriers. John and his team found themselves increasingly drawn into day-to-day support tasks, diverting their focus from core activities like app development and strategic planning. This imbalance began to strain resources, impacting Bonify’s ability to innovate and maintain customer satisfaction – two pillars upon which John had built the company’s reputation.

The Solution:

Recognizing the critical nature of these challenges, John sought a partnership with xFusion. xFusion’s approach was distinctly tailored to Bonify’s needs. We provided a team of specialized agents, adept not only in technical support but also in overcoming language obstacles.

This strategic decision by John was a marked departure from previous support models Bonify had experimented with, which failed to adequately address the nuances of their products and customer interactions. xFusion’s agents immersed themselves in Bonify’s product ecosystem, aligning closely with John’s vision of delivering customer support that was as sophisticated and user-friendly as their Shopify apps.

This partnership was a testament to John’s commitment to finding innovative solutions to enhance operational efficiency and customer satisfaction.

“The most important thing is that if we do have an issue if something comes up... I know that I can go to you guys and you’re gonna make it right, and you’re gonna make it right fast… I’m happy to be a referral for you.”

John Carbone

Founder at Bonify

Shoutouts to xFusion's team members from Bonify Founder

Shoutouts from Bonify customers about xFusion's team member

The Results:

Since the inception of their partnership, Bonify and xFusion have together revolutionized the customer service experience. Spearheaded by John, Bonify’s visionary leader, this strategic alliance was formed to effectively navigate the challenges arising from their transition from web to app development. The collaboration has led to several key achievements.

Firstly, it allowed Bonify’s founders, John and Dan, to shift their focus from daily support tasks to more strategic growth and app development initiatives. Secondly, the introduction of xFusion’s dedicated agents, Kenny and Patrick, brought a new level of efficiency in managing support tickets, with these agents handling the vast majority of customer interactions. This led to a third major accomplishment: drastically reducing response times to customer inquiries, now averaging 51.43%, significantly enhancing the speed and efficiency of customer service.
Moreover, this partnership has consistently maintained high customer satisfaction, with Bonify scoring a remarkable 4.9 on Shopify.

xFusion’s management of the live chat service further highlights the success of this collaboration, achieving an impressive average wait time of just 75 seconds and engaging customers in thorough interactions with an average chat duration of 45 minutes.

In summary, the alliance between Bonify and xFusion has been transformative, easing the workload on Bonify’s founders and significantly enhancing the customer experience. This partnership has not only improved Bonify’s position in the e-commerce sector but has also laid a strong foundation for future innovations and enhanced customer services.

Looking ahead, there’s a strong sense of excitement for the continued growth and success this partnership will undoubtedly bring. As we move forward, we eagerly anticipate building on this positive momentum, exploring new opportunities for growth, and further enhancing our service offerings. The journey so far has been extraordinary, and the future looks promising for even more groundbreaking achievements as this fruitful collaboration continues.

Want to see if we can help you too?