AI-Driven Customer Experience Transformation in Online Marketplace

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.

• The implementation of Ada transformed the brand's customer support operations. The brand was able to quickly expand the ways they interact with customers, providing instant support 24/7. The integration with Salesforce Live Agent allowed the conversational AI chatbot to escalate interactions when human support was needed, reducing resolution time. The brand was also able to deploy Ada on Facebook Messenger, connecting with customers who prefer to interact via social media. In addition to day-to-day demands, Ada helps the brand adjust to hectic seasonal shopping periods. With an increase in web traffic and sales during Black Friday Cyber Monday and the rest of the holiday season, Ada is able to service customers and instantly resolve questions. Plus, the brand can easily update their bot content and communications as needed, without the need for engineering. As a result, the brand no longer needs to hire seasonal agents and their support teams don't experience overwhelming interaction volumes.

• An 85% containment rate

• 2.8x ROI in 6 months

• A 45% decrease in support phone calls