Case Study: The Next Closet reduces customer service load and boosts conversions with TalkJS

How The Next Closet drastically reduced customer service load using chat by TalkJS

The Next Closet, a fast-growing Dutch marketplace for second-hand designer fashion, needed a better way to handle buyer questions about item condition, fit, and shipping. Instead of forcing customer service to relay messages between buyers and sellers, the company looked for a chat solution that would let users communicate directly across web, mobile, and app.

The Next Closet chose TalkJS to power private buyer-seller chat, integrating it into its marketplace with a simple, customizable interface. With TalkJS, customer service load dropped significantly, purchase decisions happened faster once questions were answered, and The Next Closet saw improved conversion and higher customer satisfaction, including a boost in net promoter score.

The Next Closet

Sarah Bleiker

Product Manager