Category: retail, e-commerce, omnichannel
Summary: MaBelle uses Delight to conduct customer surveys in voice — similar to how they use Google Forms and SurveMonkey for online surveys.
Tell us about your business.
MaBelle is one of the world’s largest and most reputable jewelry retailers. With 100+ physical stores and a 15-year-old e-commerce business, we are a leader in affordable luxury jewelry.
It is also a family business and a customer-first business that cares deeply about quality and innovation.
Why are you using Delight?
Asking customers for feedback and suggestions is a core part of our business — we have been doing that with both in-store and online surveys for a long time.
We value our customers’ time and respect their busy schedules. With the rise of voice assistants, we saw how quickly customers can ask or tell Google Assistant, Siri, Alexa and Bixby for information or get things done. So we decided to conduct some customer surveys via voice.
Based on our research, Delight is the best tool to build voice surveys quickly across all the major assistants.
What is the customer experience like?
Here is a video showing how customers can talk to our survey assistant. As you will see, we needed surveys in multiple languages and multilingual support is where Delight shines as well.
How are you using Delight?
We are using Delight Creator to build the survey. The experience is similar to using Google Forms, TypeForm or SurveyMonkey. We just typed in our survey questions, answer choices and voila it is done.
There are multimedia editing tools where we can upload images and embed videos. That part is similar to creating a social media post on Facebook or Twitter — again, very user-friendly.
What are the business benefits?
Delight has been a great tool for us to:
- Collect customer feedback and suggestions in a quick, casual manner
- Engage customers in new channels and touchpoints like Google Assistant and Alexa
- Expand our reach with early-adopters and Gen Z who are more savvy with technology
We are exploring other ways to use voice too, such as letting users say a simple phrase and accomplish the following:
- Check order and shipping status
- Re-order items
- Join mailing list or hear about the latest promotions
We believe voice as a user-interface is a long-term trend and we are excited to meet our customers wherever they are.