通过 Ada 为全球教育应用程序提供扩展支持
技术
- 传感器 - 自动驾驶传感器
适用行业
- 水泥
适用功能
- 销售与市场营销
用例
- 对话机器人
- 时间敏感网络
服务
- 培训
关于客户
该客户端是世界上增长最快的教育应用程序之一，改善了全球家长和教师跟踪学生成功的方式。该应用程序被美国超过一半的学校和其他 150 多个国家/地区使用，提供了一种用户友好的移动方式来实时捕获和分享学生的项目和进度。由于快速增长和客户支持团队规模较小，该客户在管理客户支持方面面临挑战。客户的目标是改善客户支持体验并减少电子邮件票证和等待时间。
挑战
该客户端是一款快速发展的教育应用程序，美国和其他 150 多个国家/地区一半以上的学校都在使用该应用程序，该应用程序在管理客户支持方面面临着挑战。小型客户支持团队正在努力跟上每月不断增加的电子邮件票数，尤其是在返校高峰期。对客服人员手动响应的依赖对用户体验产生了负面影响，客户在首次联系前等待长达 28 小时。此外，在北美工作的美国客户服务团队无法支持不断增长的国际客户群，从而限制了品牌建设和销售驱动对话的潜力。
解决方案
为了改善客户支持体验并减少电子邮件票证和等待时间，客户向自动化客户体验 (ACX) 市场领导者 Ada 寻求帮助。在不到 60 天的时间里，客户现有的支持团队使用 Ada 平台在网站和应用程序上启动了 24/7 聊天机器人，为客户提供即时帮助。 Ada 的 ACX 顾问为客户的支持团队提供了有关如何构建聊天机器人并最大限度地提高其性能的实践培训。在不到两个月的时间里，团队构建了聊天机器人，并自动化了 65% 的现有支持文章，这些文章推动了最高数量的客户咨询。 Ada 还允许该公司扩大对网站即时聊天的支持，并首次为其活跃的教师和家长群体提供应用内帮助。
运营影响
数量效益
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