We have all been to our local liquor stores and we have been frustrated that the store doesn't have the favorite drinks we want to have for a celebration. I have chosen to do a customer success audit on the online liquor store called Drizly, you can view their website here.
For this audit, I am going to ask and answer a few questions regarding Drizly and how drizly can improve its customer success by adding a few simple things.
https://lh3.googleusercontent.com/vwwmGOJ04-uRb4D_UzAPWhltXcz1fltlRNTMXk9mM8iD7_U-cgGXTtoJnQNtOuMTvZlCywfpjedXGCCuyoPzgaPWG3oTRUbmMZbvRXFiNC3SgpDxddLPHAb2RVSb1ba1LN1fa1IUcKIFmzI1
On Drizly's home page, you see that the company has a working search bar on the home page, Drizly also has on the left side of the website a tab for all of the beverages you may be looking for, however, you notice that Drizly doesn't have an automated message showing up that most websites do saying “welcome to the website, let me know if I can help you with anything.” One of the main websites of Drizly when you are scrolling down, the website does have ways to check out more products that they offer.
However, Drizly has no way for customers to view the FAQ page until you get to the very end of the website you see that they do have an FAQ page, and other areas for potential customers to look for any questions they have about the company.
https://lh6.googleusercontent.com/fASM-VwS1Jzql6Jfi4zRVgwa7ugSbqzCqwATK15AMOVjJgLNaNHpBGyLKLtAJxoke0zi3oFgzZV4xOM0My3TuITelbteGz4oaBTgyj8hF2nuIe1sPn1ffj3JPqmVNsApS8CtFf_0lkBZBq8_
https://lh3.googleusercontent.com/kpMTp-6KFKJDsPbvyRrtX_FCwE9wf9Z2viMp1l5nih9gfO2JIeZt9MsX1VWafYBwZa9JYX7iaDSNh0HQRs8p_l54CQ85xwNbGyheRPqjYothGWl23ytRsWp3uWSMMQKUv5nA79MhpsglVVHs
Once the customer is inside the FAQ page, the customer can see Drizly has all of the tabs to help a customer answer their questions, and now you can see contact us and support. On the FAQ page, Drizly has the following to help a customer:
To me, looking at the FAQ page, Drizly has made it easy for the customer to look at all of the options to better help a customer, however, I noticed that I still don’t see someone from support reaching out and asking if the customer has any questions.
One highlight that I noticed is that Drizly does have a general FAQ page which helps the potential customers with any general questions you may have about the company. One good thing about Drizly that I noticed, under the FAQs, Drizly also has a miscellaneous FAQ. Drizly’s FAQ page is very easy to access and makes the questions and answers very user-friendly.