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From startup to scaling up: Why SHOPLINE focuses on customer success
Shopline has its sights firmly set on being the go-to online shop builder throughout Asia. It plans to get there with its simple to use, mobile ready platform. Salesforce is helping Shopline expand rapidly in overseas markets with a scalable, agile cloud system underpinning that growth - all while keeping the customer at the centre of everything it does.
Shopline is a platform designed for local small-to-medium-sized merchants to establish an online store in an easy and customisable manner, without the need for technical expertise. Asking the right questions and using customer feedback to improve its product has been the cornerstone of Shopline's growth throughout Asia.
The startup has pivoted from an app that was doing reasonably well to building an eCommerce platform that went on to secure US funding. Listening to customers in their first marketplace of Hong Kong, helped the Shopline team better understand customer needs, and being responsive to those needs showed the business its calling.
Growth from seed
With Shopline's rapid expansion in North Asia, the team sought scalability first. Fiona Lau, COO and CoFounder, wanted a system where her team could process more leads without increasing headcount, but without compromising service.
Because these leads came from a range of sources including digital marketing, content marketing and a hotline, the system also had to help evaluate different methods of customer acquisition, as well as monitor team performance.
And as customising features for individual markets had become a key selling proposition in Shopline's growth, Fiona also knew the system she selected had to support their ability to quickly implement new ideas.
She chose Salesforce because it listens to customers in the same way Shopline listens to its merchants with what Fiona describes as "a problem-solving approach."
Taking the lead
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