- Platform as a Service (PaaS) - Application Development Platforms
- Robots - Wheeled Robots
- Telecommunications
- Sales & Marketing
- Time Sensitive Networking
The customer in this case study is an online marketplace brand that operates a mobile payment platform. The platform helps consumers earn instant cashback and save money with sales and coupons from over 4,000 brands on its marketplace. The brand was struggling with providing efficient customer support due to the overwhelming growth of the ecommerce industry. They were only providing customer support through phone and email, with a poor turnaround time that lagged between 12-24 hours. This resulted in a low morale among the support team, high turnover, and a deteriorating customer experience that was driving shoppers away.
The online marketplace brand was struggling with providing efficient customer support due to the overwhelming growth of the ecommerce industry. The brand was only providing customer support through phone and email, with a poor turnaround time that lagged between 12-24 hours. This resulted in a low morale among the support team, high turnover, and a deteriorating customer experience that was driving shoppers away. The brand was in dire need of an automated solution that could provide instant, 24/7 support to customers at scale. The brand was seeking a solution that could decrease customer support response turnaround times, create meaningful interactions with customers to drive customer engagement, loyalty, and revenue, without increasing costs, and could be easily built and managed by non-technical CX teams.
The brand found its solution in Ada, a conversational AI platform. Ada’s no-code platform made it easy for the brand’s non-technical CX team to build and deploy conversational AI as a frontline for support in less than two weeks. This allowed customers to have new digital channels to interact with the brand and receive instant support 24/7. The brand also leveraged Ada’s out-of-the-box integration with Salesforce Live Agent, which allowed the conversational AI chatbot to escalate interactions when human support was needed. Ada collects customer information and routes the interaction to the right agent, providing a full transcript for context as well as an AI-powered summary of the prior conversation, setting agents up for success and reducing resolution time. In addition to Ada’s web-based chat and mobile app chat support, the brand deployed Ada on Facebook Messenger to easily connect with customers who prefer to interact via social media.
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