Phone cases are products with relatively low investment costs, both in terms of time and money. The market is highly competitive, and customer loyalty is limited, as they're open to exploring other providers if they can't find what they need on a specific website. As a result, effective customer service is quickly becoming a key differentiator in the eyes of consumers. Customers want a quick and easy way to navigate a wide variety of phone case options and quickly find one that meets their needs. Offering instant self-service responses and on-demand buying assistance helps reduce any potential conversion friction during the customer journey. Improve customer loyalty and retention by providing immediate answers to their key inquiries, such as order status, delivery updates, returns, and exchanges.

The lockdown resulted in an influx of new and repeat players, which meant increased number of support queries. To handle this increase in inquiries, Junglee Games wanted a faster and more efficient way to engage with players. Junglee Games wanted to leverage the accessibility of their app to enhance query resolution, and boost customer engagement. The aim was to reduce the first-response time and provide instantaneous query resolution, Junglee Games wished to increase customer satisfaction. The expectation was to see a decrease in customer churn by offering flawless resolution experiences to the players.