CASE STUDY
Automated Customer Support Decreases Costs
Xyngular
Highlights:
- Reduced live chat volume by 53% in less than a month
- 75% of interactions handled completely by chatbot
- Xyngular’s chatbot gets customers the answers they need instantly
Challenge
Xyngular’s customer service team relied on a live chat feature to answer customer’s questions via their website. Unfortunately, the live support agents spent much of their time answering the same questions repeatedly, which is why Xyngular wanted to find a solution that would:
- Save call center resources
- Improve the customer experience
- Aggregate data on customer queries
Solution
Xyngular partnered with Mobile Coach to create an engaging chatbot solution that instantly answers customers’ questions. The chatbot’s main features include:
- Menus with common FAQs
- The ability for users to type their own questions to get answers from an FAQ database
- A seamless transition from the chatbot to a live agent when necessary
- Integration with Sharpen so Xyngular customer service agents can handle customer questions in their normal dashboard
- Forwarding questions that the chatbot can’t answer to a ticketing system if it is outside of call center hours
Results
Xyngular launched their chatbot only 2 months ago and is already seeing dramatic results.
- Live chat usage was reduced by 53%, freeing up call center resources for more critical tasks
- 75% of interactions handled completely by chatbot
Summary
Chatbots like this provide immediate answers to customers, decreasing frustration and organizational cost. While chatbots won’t replace customer service agents, they can significantly reduce their load by answering the repetitive questions that bog down call centers. This solution is a big win for organizations that are looking to decrease costs while improving customer experience.
Get a Demo
Learn how Mobile Coach chatbots will help you drive real engagement with your audience to achieve the key behaviors and results you want.