Ada

AirAsia, a global leader in customer experience, was facing a significant challenge as it grew in popularity. The number of brand interactions was increasing, and without a self-service solution, customers were forced to wait almost an hour to reach an agent. This situation was putting the brand’s reputation at risk. Furthermore, by relying on call centres operating within local hours and languages, AirAsia was missing out on opportunities to create new connections and drive new sales with international audiences. The live agent support was available only on the website and through the call centre. The agents were overwhelmed by the volume of international interactions, and the customer wait time was around 45 minutes. The voice call centre support was limited to APAC hours.

Shapermint, a leading ecommerce website for women's intimates, shapewear, and loungewear, faced a challenge in scaling its customer support operations to keep up with its rapid growth. The company recognized the potential of offering 24/7 live chat on their website to enhance customer experience and drive sales. However, they were concerned about their capacity to meet the demand for high-quality service in synchronous messaging. The challenge was to scale up their synchronous customer engagement without compromising on the quality of their industry-leading customer experience.

Betsson Group, a global leader in customer experience in the gaming industry, was motivated by a vision to provide the best customer experience in the industry. With over 600,000 active customers and a reputation for award-winning customer service, the company wanted to stay ahead of customer expectations by introducing an automated self-service solution. The goal was to extend support hours to 24/7 and introduce personalized support available in every customer language. The challenge was to strengthen its award-winning customer experience through digital transformation without hindering the customer experience.

Digicel, a leading mobile network and home entertainment provider in the Caribbean, Latin America, and South Pacific regions, was facing a significant challenge in maintaining a positive customer experience as they scaled. The company was dealing with 800,000 live chat interactions and approximately 5.5 million phone interactions per year, with 90% of brand interactions happening via voice. This model was not sustainable for their efficiency goals, especially as digital interactions became more commonplace in their customers' lives. Digicel had disparate regional call centres with different skill sets, making it difficult to provide a consistent customer experience. The company needed a solution that would not only be easy to adopt internally but also by the customers, supporting the 5 local languages and the nuanced local requirements of the 30+ regional markets they were serving.

Grab, a super-app company, was facing a significant challenge in managing the high volume of digital brand interactions. The customer service agents were unable to address the requests in a timely manner, leading to a backlog. The company needed a cost-effective solution to address customers' questions as quickly as possible and maintain customer satisfaction. The challenge was to build and launch a scalable automated experience on Facebook Messenger that could handle the high volume of customer interactions.

Moka, a direct-to-consumer FinTech company, was experiencing rapid growth since its launch in 2017. The Moka app had been downloaded over 1 million times and had thousands of 5-star reviews. However, with this growth came the challenge of scaling its customer support. Moka was already using some support functionalities within their CRM ecosystem, but these did not offer robust features that could provide excellent customer experience at scale. The company faced a high volume of messages during billing periods and general inquiries that consumed valuable support staff bandwidth. Moka’s Head of Customer Success, Cloe Tetreault-Tremblay, was faced with the decision of either scaling the support team at the same pace as their user base or automating some part of their customer experience to free up valuable work hours for support agents.

Indigo, a Canadian retail company, faced a significant challenge in mid-2019 when it diversified its delivery network from a single nationwide carrier to an array of both national and regional options. This expansion from one to eight carriers meant that delivery data would now arrive from eight different sources, requiring substantial resources to track. Simultaneously, Indigo aimed to improve the customer experience surrounding order delivery, as research indicated that more than two-thirds of shoppers won't return to a retailer after a bad delivery experience. When they used only a single delivery carrier, Indigo received ‘after the fact’ reporting letting them know a package was delivered, but no indication when a package was stalled or delayed along the way. As Indigo expanded its network of parcel delivery carriers, it became increasingly challenging to get a timely, centralized view of delivery performance and issues across the country at any time, and difficult to establish procedures to proactively address them before a customer called to report an issue.

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.

IPSY, the world's largest beauty subscription brand, was founded on the merger of two leading beauty subscription companies, IPSY and BoxyCharm. However, the two companies were using different AI support solutions to manage product, subscription, and delivery inquiries. BoxyCharm, in particular, was struggling to meet the growing popularity of their beauty subscription services with a comprehensive customer experience (CX) strategy. They needed a solution that could provide customers with real-time support and resolutions on easy-to-answer brand interactions, create a seamless customer experience, and establish an efficient handoff to a live agent support when needed. Prior to implementing Ada, BoxyCharm's average first response time was around 29 hours, the total average resolution time was 53 hours, and the customer satisfaction (CSAT) score was 58%.

The client, a global company with over 3,000 employees, was facing a significant challenge in providing IT and HR support across different time zones and languages. The traditional approach of creating a ticket and waiting for an email response was proving inefficient, often taking days to resolve a single ticket. The IT and HR departments, consisting of only six and four full-time employees respectively, were overwhelmed with the growing number of support tickets and project lists, especially during organization-wide events that launched tens of thousands of tickets. The client needed a solution that could automate the employee experience, relieve the overworked IT and HR teams, and handle mass incidents at scale.

LiteBit, a leading cryptocurrency broker in Europe, faced a significant challenge during the cryptocurrency boom of 2017. As the user base of the platform grew exponentially, the volume of brand interactions doubled, putting immense pressure on their live support agents. Despite having introduced Zendesk ticketing, LiteBit was concerned about maintaining the personalized customer experience that was integral to its brand reputation. The agents were struggling to manage the high volume of tickets, and the support was limited to 9-5 service hours and available in only two languages. This situation threatened the brand's promise of a simple and human crypto trading experience.

Wave Financial, a company offering a suite of products and services for small business owners, faced a significant challenge in managing customer experience (CX). With over half of their staff dedicated to customer support, they experienced a massive spike in customer support volumes during the first quarter of the year, often increasing by 200-300%. In the early days, they managed this by pulling in employees from different departments and having agents work overtime, but this was unsustainable as the company grew. The demand for higher standards for both customer and employee experience became more urgent. They needed a solution that could reduce wait times, negative customer interactions, and missed revenue opportunities. They had two options: hire more support staff to handle the volumes during the busy season, which would require more investment in hiring and training, or find a more efficient, automated approach to their CX that provides customers with immediate and reliable access and resolution.

Tango Card, a B2B company that provides digital reward and incentive solutions, faced a significant challenge when the pandemic-induced digital transformation led to an unprecedented demand for its services. The company interacts with a variety of stakeholders, including business partners, reward recipients, and new prospects, each with unique needs. However, by the fourth quarter of 2020, Tango Card was grappling with a 54% increase in support case volume, particularly from reward recipients. This surge in demand threatened their ability to maintain their Service Level Agreements (SLAs) and deliver on their brand promise of providing a VIP digital experience to every stakeholder. The company needed an automation strategy that could introduce automated brand interactions across the customer journey, with personalized experiences for each persona, all within a single platform.