Global Retail Powerhouse partners with NeuraFlash to Save Three Bots
About the company
Our customer, who has a portfolio of global consumer brands, is passionate about creating unique retail experiences for their customers. With an eye for creativity and a singular focus on delighting their buyers, their consumer-centric mindset has launched them into the digital age. Since 1970, they have embraced their unique storefronts, but they also heavily cater to those who buy merchandise through their website, apps, and social media platforms.
The journey to digitization
The visual elements throughout their stores tell the story of a company that lives and breathes the culture of its brands. Fun buildings decorated with original signage and larger-than-life visual displays are what draw consumers to stores. But how could they keep their digital buyers engaged?
In the ever-evolving industries of fashion and tech, they knew early on that in order to succeed they needed to be at the forefront of technology, especially for support. Customer service for this company was an essential part of their brand experience. A while back, they invested in three basic Einstein bots for some of their biggest brands. Although they could see the value and potential of their bots, they were struggling to provide the high-caliber customer service that they wanted. Between low deflection percentages and poor automation, buyers were left feeling confused when they reached out for help, and this retailer’s agents were overwhelmed. Since creativity is at the core of their culture, they had conversations to reinvest in their Einstein bots, hoping to see the results they originally expected. To get their bots back on track, NeuraFlash dove in to help.
NeuraFlash Dives In
Our team of experts knew they needed to create an intelligent experience that would exceed their deflection and answer rate goals. With the end user in mind, our team dove into the mass of existing flows and documentation to pinpoint opportunities for change within all three of their bots.
After a successful discovery, we were able to relaunch all three bots, enhancing their existing experiences. After watching and analyzing the user data from the first deployment, our team made further improvements and then deployed two more times, each time creating a more intelligent experience that surpassed their deflection and answer rate goals. The experience provided by the bots, backed by data and our expertise, allows our customer's agents to focus on what matters most, providing top-notch service, both in-store and online.
Within two weeks of the final Go-Live they saw
- A 20% increase in deflection rate across all three bots
- Increased self service capabilities all resulting in millions saved!
With the addition of Natural Language Processing (NLP) and automation within the bot, customers were offered a more personalized, and faster, experience. Customers exceeded customer expectations by drastically improving the time it took for agents to answer basic customer support questions.
Behind the scenes of the “revitalization”
The NeuraFlash design team understands the value of a good experience, which is why we took an iterative design approach. That means that we deployed the bot, collected the direct user data, and came back to adjust the flows and redeploy based on that information, ultimately surpassing the goals we set.
Today, our customer is seeing order issue deflection rates quadruple and consistently stay around 13%, which means that users are getting the answers that they need, saving time and money. It’s pretty incredible the success this retailer had in such a short amount of time, and we know there are so many other brands out there that can see similar results.
Does this situation sound familiar?
It’s no secret technology has become a powerful tool for businesses like yours. As a prerequisite for future growth, have you made an investment in hopes of seeing a large ROI, but also to make a difference for your internal teams and customers’ experiences? As experts in rescue operations, it doesn’t matter how powerful a software solution is if it isn’t properly designed, implemented, and utilized to its fullest potential.
With the busy season upon us, we want to help you find quick ways to optimize, rescue, or enhance your solutions to uncover ROI. Now is the time to get your solutions ready for the new year, where together, we will reimagine your current solution to get the most out of your Salesforce.com investment and level up your customer’s experiences.
