About Our Client

The client is an award-winning video game developer based in the USA and a popular name in the gaming world for a few of its “Game of the Year” creations.
The manual workload involved in resolving customer queries increased with numerous service requests on their Shopify store. They needed an automation solution to reduce TAT for support requests.

The Challenge

The client sells game merchandise and collectibles through its Shopify-based e-Commerce platform. They were challenged with an increased manual workload for customer support, spending close to 350 productive hours a month responding to customer queries. They were also unable to provide 24/7 customer support day-in-day-out, which resulted in substantial 48-hour customer response times, directly hurting their sales and overall customer experience.
The client’s customer support requests grow exponentially during festive seasons, increasing customer response time (CRT). A small CS team manually resolving tickets proved counter-productive, and the client could not scale the operations during these super-increased sales periods.
As identified, the majority of the customer support requests activities were repetitive, such as order tracking, managing returns and refunds etc. Although the requests were very workflow-based, the amount of manual effort was colossal and impacted productivity and operation costs.
The client also had a unique reward program running where customers get reward points for every interaction, such as creating an account, leaving reviews, and social engagements. Customers can redeem the reward points when they purchase, which resulted in more tickets raised to customer support regarding points utilization and such.

The vChat Approach

The client was selling more than 1,000 products a day. The reward points redemption rates increased, resulting in a considerable flow of customer support requests every day; the client tapped vChat tech to provide an automated, AI-powered chatbot to handle the workload and improve customer experiences.

“The client approached us to be their automation partner to build a simple but intuitive chatbot to handle their support queries. We worked closely with their customer support team to review their current practices, understood their unique support needs like the rewards program, and built a tailor-made chatbot for their store in a few weeks.”
Kevin Kingsly
Product Director, vChat.
The vChat team was committed to deploy a robust chatbot easy for the client’s customers to use, along with scope for future enhancements like multilingual support and feature additions.

Key Achievements

  • Automated 24/7 customer support answering almost 90% of the most asked customer queries.
  • Freed up to 100+ productive hours for customer support team every week to focus on other tasks.
  • Ready integration with Shopify platform, Zendesk and Fishbowl for faster TAT.

Better Customer Support Than Ever

The vChat chatbot was deployed in less than 8 weeks. With a couple of clicks and minimal typing, the client’s customers get their questions answered regarding their orders, rewards, and much more with near zero human intervention.
The seamless integration with Zendesk and inventory management systems, Fishbowl, reduced the CRT for order-related queries from several hours to a few minutes. The client handled customer support for the usually overwhelming festive season with absolute ease.
The chatbot is also programmed with defined rules to automatically raise a ticket through Zendesk when the predefined conditions are not met. For instance, the vChat bot automatically raises a ticket if there is no order ID after ten days from order placement. The vChat chatbot now handles close to 600 customers and answers over 1000+ questions every day for the client, and it’s well equipped to take even more.

Numbers That Speak Volumes

Customer queries every day
0 +
Reduction in manual workload
0 %
Pre-fed FAQs answered
0 +
Productive hours saved every week
0 +
Implementation at a Glance
Industry
Ecommerce
Location
United States
Challenge
Small customer support team handling multitude of customer support queries on Shopify store resulting in huge 48-hour TATs.
Solution
AI– powered chatbot vChat implemented to answer over 1000+ most-asked customer queries.
Results
The Chatbot reduced TAT for customer queries from the usual 48 hours to few minutes answering almost 80% of the most asked support questions.