How musicMagpie cut live chat waiting times by 88% during COVID-19
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- Solvemate chatbot
Tech Stack
- Zendesk CRM system
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- E-Commerce
- Retail
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
About The Customer
musicMagpie is a UK-based online retailer specialising in buying, refurbishing and selling electronics and entertainment media. Their business model has proven resilient in the face of the COVID-19 health crisis. With social life impacted by lockdowns and social distancing rules, many people are looking for other forms of entertainment. Consequently, the buying and selling of entertainment equipment remains strong and even peaked during this challenging time, with the number of incoming requests rising by 35%. The company has 1000 employees and 35 service agents.
The Challenge
musicMagpie, a UK-based online retailer that buys and sells refurbished electronics and second-hand computer games, consoles, books, films and music, experienced a steep ticket increase of 35% during the COVID-19 crisis. This sudden surge in customer requests had a significant impact on their previously low live chat waiting times, which rose from an average of just 60 seconds per user to a staggering 8 minutes. The support team struggled to keep up with the rising number of incoming requests, which were mostly repetitive requests such as order status, payment status and return status that make up 40% of requests. To maintain their exceptionally high CSAT scores, musicMagpie decided to automate their customer service strategy.
The Solution
musicMagpie partnered with Solvemate to automate their customer service strategy. Solvemate’s chatbot had a major impact on musicMagpie’s service experience from day one. The automation strategy helped alleviate the strain on musicMagpie’s live chat service by automating the most common customer requests, as well as several personalised requests, thereby freeing up their agents’ time. The musicMagpie chatbot features five routines that can even take care of more complex requests, such as checking the payment or refund status and automatically resending invoices to customers. The musicMagpie chatbot Maggie is fully integrated into the Zendesk CRM system, so customers can be smoothly handed over to live chat if necessary. Solvemate’s automation platform and analytics suite also provide deep insights into musicMagpie’s customer journey, which can be leveraged to further develop the company’s services.
Operational Impact
Quantitative Benefit
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