Project Name
Improving Customer Response Time for a Retail Client with Lead Manager Ninja’s Gen AI Bot
Client Overview
Our client operates retail chain, serving across 10 different countries. Due to its global presence, the company was facing issues in providing on-time responses to its customers. With a huge customer base, the support team found it difficult to respond to and manage queries on time. This incident resulted in delayed communication, leading to frustrated and dissatisfied customers and a potential loss of sales.
Challenges
There were several challenges the company was struggling with. The following list highlights some common issues:
- Overwhelming Volume of Inquiries: The support team received a high volume of customer inquiries, especially during peak hours, creating a significant strain on resources. As customer interactions increased, the team struggled to keep up with demand, leading to delayed responses. The existing team could not handle the growing volume of inquiries without additional support. There was a need for an automated solution that could efficiently manage and respond to customer queries at all hours without increasing costs.
- Customer Dissatisfaction Due to Delays: The unavailability of on-time support created dissatisfaction and frustration among employees. The customers had to wait long to get a response from the agents, which impacted the overall customer experience.
- Missed Sales Opportunities: Customers who were looking for faster service moved to rivals because of the delayed response time, which resulted in a significant loss of prospective revenue. As a result of the failure to contact consumers in a timely way, prospects for upselling and cross-selling were lost.
Our Solution
By analyzing the issues, we suggested our product as a solution. Our application, Lead Manager Ninja, the best Salesforce SMS app, helped them provide timely support and resolutions to customer queries. Here’s how our application helped the client:
- AI Bot Integration: Lead Manager Ninja features an AI chatbot called Gen AI Bot. The AI bot helped the client respond to every query received via SMS, WhatsApp, email, and other channels directly from Salesforce. Which helped the company respond to every query received via SMS, WhatsApp, Telegram, Messenger, and so on.
- Real-Time Communication: The bot enabled our client to provide real-time responses to the clients when the agents were unable to respond. The bot provided real-time replies, handling common queries and even scheduling appointments or answering frequently asked questions (FAQs).
- Enhanced Customer Experience: By offering immediate responses, the AI bot enhanced the customer experience, addressing issues before they escalated. The real-time capabilities of the bot kept clients engaged and informed, improving brand perception.
- No Time Boundaries: Even during the unavailability of agents, the bot was capable of responding to customer queries promptly. With no time boundaries, the bot handled every query, significantly reducing manual interventions.
- Efficient Use of Resources: Our client could manage peak periods without the need to expand the support team significantly, as the bot handled routine queries efficiently. With quicker responses, the company was able to retain more customers and increase sales conversions.
Qualitative Results
Before: 50% of customer inquiries went unanswered during peak hours.
After: 100% of customer inquiries were responded to, thanks to the AI bot.
Before: Average response time was 10-15 minutes.
After: Average response time reduced to less than 1 minute.
Before: 60% customer satisfaction was due to delayed responses.
After: 95% customer satisfaction increased with Gen AI bot’s 24x7 support.
Before: 20% of leads were converted into sales.
After: 35% of leads were converted into sales due to quick, real-time support.
Be Available Around The Clock For Your Customers With Lead Manager Ninja!
