Customer Service Done Right: Why Kintsugi Beats out Competitors
Pujun Bhatnagar · Published: October 25, 2024
Who is Idea Shop?
Idea Shop, a creative platform created by Neenah, Inc., supports designers in bringing sustainable, paper-based projects to life. From packaging to interior design, they promote eco-conscious creativity, with a mission to inspire artists to use renewable materials in their work. As their ecommerce business grew, sales tax compliance became increasingly complex, requiring them to manage filing their sales tax across multiple jurisdiction. Originally, they used a large-scale tax compliance platform to handle these needs, but over time, challenges emerged that made tax compliance frustrating and labor-intensive.
Their existing provider’s interface was cumbersome, customer support was unresponsive, and there were recurring issues with syncing and manual data entry. These problems led to costly penalties from late filings, missed tax updates, and a constant backlog of unresolved issues. Needing a better solution, they researched alternatives and found Kintsugi, an AI-powered tax automation software known for its simple interface, responsive customer support, and transparent pricing. Kintsugi offered the ease and reliability that Idea Shop needed to streamline compliance without compromising their growth.
Bad Customer Service Hinders Growth
Before switching to Kintsugi, Idea Shop’s experience with their previous tax compliance platform had become a growing source of frustration. Their previous provider’s interface led to frequent sync failures with QuickBooks, creating major obstacles around deadlines and requiring hours of manual data entry. This constant back-and-forth with customer service delayed essential tasks, and they found themselves waiting on responses rather than focusing on growth. Issues such as missed tax updates and incorrect filings not only led to penalties but also impacted their operational flow and bottom line.
"We struggled with having to check and re-check every tax amount for accuracy. It was so stressful, especially with their customer service delays. We knew we needed a better platform with more responsive customer support to help us out.” - Idea Shop
Their previous provider’s unresponsive customer support and poor service quality only compounded these difficulties. They would often reach out for assistance only to face delayed or incomplete responses, which left compliance issues unresolved until close to deadlines. This lack of support and feedback prevented them from efficiently filing their sales tax across the U.S., complicating their product distribution and stunting their ability to expand into new markets. The accumulating inefficiencies and costs underscored the need for a reliable, responsive solution—one that would empower them to handle their sales tax compliance seamlessly as they continued to grow.
Kintsugi's Customer Service Actually Responds
Kintsugi’s platform immediately simplified Idea Shop’s sales tax compliance process, providing an easy-to-navigate interface that eliminated many of the manual tasks that had previously bogged down their team. The AI-powered automation meant that tax rates and filing updates were handled in real time, saving hours of manual data entry and ensuring accuracy. By integrating directly with Shopify, Kintsugi's product reduced the need for double-checking entries and eliminated sync issues that had previously led to filing errors and missed deadlines. This straightforward setup enhanced customer experience by giving the organization confidence in handling their sales tax compliance and allowed them to reallocate their focus to sustainable growth and leveraging social media for increased brand visibility.
“Switching to Kintsugi transformed our tax compliance process. Their easy-to-use platform and real-time automation saved us hours in manual entry and eliminated the constant back-and-forth on tax updates. With Kintsugi, compliance became a streamlined part of our operations instead of a constant roadblock.” - CEO of Idea Shop
Customer support, well-augmented by training, was another key factor that set Kintsugi apart. Unlike their previous provider, Kintsugi’s team offered responsive, knowledgeable support, demonstrating empathy through live chat options and proactive issue resolution. This consistent assistance reduced their stress around deadlines and removed the guesswork from compliance management. By providing clear, empathetic responses and a dedicated support team, Kintsugi equipped Idea Shop with the tools and confidence needed to expand their operations without being hindered by unresolved compliance issues or customer service delays.
How Kintsugi Beats Out Their Competitors
- Increased Efficiency: With Kintsugi’s automated tax calculations, Idea Shop eliminated time-consuming manual entries and filing errors. This automation allowed them to reallocate their focus to creative and revenue-generating activities. The software’s integration with Shopify further streamlined their compliance, allowing seamless data sync. Overall, Idea Shop now enjoys a more efficient, error-free tax management process.
- Enhanced Accuracy: Kintsugi’s real-time updates ensure that all tax rates are accurate across multiple jurisdictions, eliminating the previous risk of missed updates or incorrect filings. By removing the need for manual adjustments, Kintsugi has reduced the risk of compliance penalties. This accuracy has helped Idea Shop maintain stability in their growth.
- Improved Customer Support: Kintsugi’s responsive support team quickly addresses any issues or questions, providing reliable live chat and email assistance. This was a stark improvement over their previous provider, whose slow response times often led to delays and compliance setbacks. This dependable support has positively impacted Idea Shop’s overall satisfaction.
The Future of Sales Tax Support
With Kintsugi in place, Idea Shop is well-positioned to continue scaling their operations without the roadblocks of compliance issues or system failures. Kintsugi’s intuitive, adaptive platform means that as they expand into new states and increase their sales volume, compliance processes will remain automated and stress-free. Their integration with Shopify and real-time updates provide a foundation for continued growth, giving Idea Shop the confidence to focus on outreach, creative expansion, and building stronger sustainability initiatives through enhanced customer interaction.
"Kintsugi is more than software for us—it’s the partner we needed to grow confidently. We’re excited to explore the platform’s potential as we grow, knowing their team is there to support us with tools that truly work for our goals." - Idea Shop
Idea Shop sees Kintsugi as more than just a software provider—it’s a trusted partner that supports their business at every stage. Moving forward, they are excited about the possibilities that the platform unlocks, including seamless scaling and uninterrupted growth. They are particularly interested in potential feature expansions, such as more detailed analytics, which could further empower their business decisions. With Kintsugi’s strong customer service foundation and growth-focused tools, Idea Shop is prepared to adapt and thrive in an evolving e-commerce landscape.
About Kintsugi
Based in San Francisco and founded in 2022, Kintsugi is dedicated to taking the stress out of sales tax compliance. Our platform automates the entire process, delivering high performance, reliability, and flexibility as your business scales.
Kintsugi is secure, encrypted, GDPR-compliant, and SOC 2 Type II certified, adhering to the highest standards for security, availability, processing integrity, confidentiality, and privacy.
Learn more about Kintsugi’s platform and integrations here.
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