Looker Blog : Data Matters

How Poshmark Powers Customer Service with Looker and Nexla

Lorrie Chan, Marketing Analyst at Nexla

Nov 8, 2017

poshmark

Poshmark is the largest social marketplace for fashion where anyone can buy, sell and share their style with others. Poshmark’s mission is to make shopping simple and fun by connecting people around a shared love of fashion, while empowering entrepreneurs to become the next generation of retailers. Recognized as the go-to shopping destination for millennials, Poshmark’s community of over three million Seller Stylists help shoppers discover the perfect look from over 25 million items and 5,000 brands.

Because community is so critical to the business’s success, Poshmark strives to provide the best possible customer support. Proactive monitoring of support KPIs is key to this effort. An understanding of long term trends is also important to appropriately staff the support team.

The Pain of Data in Silos

Previously, support data existed in the Desk.com portal, but it was siloed from Poshmark’s core business data in Looker. To access this data, the team updated Excel sheets manually to extract the data, which led to significant hours wasted per week across all agents and created the possibility of a human error in the manual work.

Poshmark needed to enable access to support KPIs through Looker so that all executive and business stakeholders would have single-point access to all of the core business KPIs. Specifically, Poshmark’s executive team needed access to check on the number of cases, how they are pending, resolution time, and first response time. Given Poshmark’s focus on providing world-class community support, this information needed to be easily accessible on-the-go via phone. Combining support data with the rest of Poshmark’s customer data could further improve the experience for Poshers,

They knew that this system would not scale and that Poshmark needed a new solution that would allow them to access their support data along with the rest of their core KPI’s that already lived in Looker.

The Magic of One Source of Truth

The combination of Nexla and Looker was uniquely suited to help Poshmark achieve its objectives. Nexla made it easy to integrate and monitor customer support data via the Desk.com API, and then send that data to Poshmark’s Redshift database. Integration took less than a day and allowed the data engineering team to continue to focus on other priorities. Once the data was flowing, Poshmark was able to create Looker dashboards and analyses to provide the executive team and other business stakeholders access to critical support data through their core BI platform.

“Prioritization is always a challenge at a growing company. It can be hard to complete integrations in the time we would like,” said Barkha Saxena, VP Analytics at Poshmark. With Nexla, they were able to integrate the API in a few hours, instead of days or weeks. No data engineers were disturbed during the integration of this API. “I was happy to find a software solution to solve the problem. It allows us to scale without disrupting anything else,” Saxena said.

With one API integrated and the data flowing, Poshmark sees many uses for the Nexla platform. The monitoring and alerting features ensure the analytics team is always aware of any data breakages. Poshmark plans to use Nexla for more API integrations so they can “set it and forget it” and never worry about gaps in historical data again.

A Data-Driven Future

Now that Nexla connects the data sources Poshmark wants to analyze, the team can more easily build out advanced customer service analytics in Looker. Armed with access to raw event-level Desk.com data, the analytics team plans to work on many initiatives such as:

  • Estimating the value of customer service by measuring the changes in customer LTV as a result of customer touch points

  • Analyzing support data by different dimensions, such as user and order tags, to identify opportunities to continue to provide highest level of service to their community

  • Using historical support ticket data to anticipate trends and appropriately staff their team

This new access to support data from Nexla in Looker will allow the Poshmark team to stop wasting time manually updating spreadsheets, and instead continue to invest in their special Poshmark community experience.

Learn more about Nexla here, and if you’re new to Looker, request a demo today.

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