Netomi

Singtel, one of the largest telecommunications companies in Singapore, was facing a challenge in providing a positive customer experience to its over 640 million customers. The expectations of the customers for effortless, immediate, and convenient support were rising rapidly. The company was struggling with a high volume of email tickets, which had an average resolution time of over 24 hours. Many of these tickets were highly repetitive scenarios. Furthermore, certain tasks, such as activating a new plan on a customer's account, required agents to access multiple systems and engage in back-and-forth interactions to confirm various details, taking over 10 minutes per request.

During the COVID-19 pandemic, Canadian menswear retailer Harry Rosen experienced a significant shift in its business to the digital realm due to lockdowns and changing customer behavior. This transition led to a sharp increase in digital customer service tickets, stretching the customer service department thin. The company initially tried to manage the surge by reallocating in-store associates to digital customer care. However, this approach proved to be insufficient and unsustainable, as the volume of tickets continued to rise, especially during peak seasons like the holiday shopping period.

Megabus, an intercity bus service operating in the United States and Canada, was faced with a significant challenge when the global pandemic hit. The company had been making significant strides in improving its customer experience, but the sudden halt in travel caused a massive influx of customer queries. Customers were confused and anxious, leading to a surge in calls and emails to cancel or reschedule trips, request refunds, and understand changing policies. This situation resulted in 'ghost contacts', with the same customer reaching out on multiple channels, leading to a massive backlog in ticket volume and response time. The customer service team was overwhelmed, and the company's efforts to improve its Net Promoter Score (NPS) and lower customer contacts were severely impacted.

WestJet, a leading airline, was facing the challenge of meeting the rising customer expectations for immediate, accurate, and effective resolution of their queries. The company was expanding its operations with new destinations, impressive additions to its fleet, and global partnerships. With this expansion, the customer base was also growing, leading to an increase in customer support tickets. The company was finding it difficult to manage the surge in customer queries and provide superior support. The situation was further exacerbated during the Covid-19 pandemic when the airline was inundated with requests for rebooking or cancelling flights, and a barrage of questions including flying restrictions and cancellations.

Latin America's digitalization and eCommerce boom presented a significant challenge for EBANX, a Brazil-based company that facilitates payments for global companies in the region. As the company's merchant base expanded rapidly, the customer success and support team struggled to keep pace with the growth. The volume of customer support tickets across chat, email, and voice-based messages reached approximately 55,000 per month. The EBANX team found it increasingly difficult to maintain response times, leading to higher than usual queues in the customer support chat room. This resulted in sessions often being abandoned by customers due to the lack of timely responses from agents. The challenge was to ensure equal growth and scalability of their support team to best serve their users and the burgeoning market.

Zinus, a globally recognized online mattress and furniture brand, was facing a significant challenge in managing its customer service operations. With an average of 5,000 tickets per month, the customer service team was overwhelmed with issues related to warranty claims, product queries, and order status. The situation was exacerbated by the pandemic, with customers waiting for 30-40 minutes, and sometimes even days, for a response. As the company planned to scale internationally and demand continued to rise, Zinus needed a solution that could help them manage the increasing volume of customer queries and maintain high customer satisfaction.

Simplex by Nuvei, a company providing a complete fiat infrastructure for the complex cryptocurrency ecosystem, was facing challenges in managing customer service due to unpredictable spikes in demand. The company, which averages 55k tickets per month, saw daily ticket volumes vary significantly, sometimes as low as 500 and other times as high as 8,000. The 24/7 nature of the cryptocurrency industry required a support strategy that was consistent, regardless of ticket volume. To scale without increasing headcount, Simplex needed to incorporate AI into their workforce.

Aventon, an innovative electric bike company, was facing a significant challenge in managing its customer support requests. During the pandemic, the demand for their e-bikes skyrocketed, leading to an increase in customer support requests. The small team of agents was handling an average of 500 tickets per day, with email response times averaging 1.5 - 2 weeks. The situation worsened during the peak season in June 2021, when they had to disable their chat capabilities due to a backlog of 2,400 tickets. Aventon needed a solution to scale its operations and connect with customers on their preferred channels while also deflecting repeatable queries from live agents. They were looking for a solution that could easily integrate with their existing tech stack, which included Zendesk (CRM), Shopify (order management), and Helpjuice (knowledge base).