Fenix Enhances Customer Experience: 65.67% CSAT with Conversational AI Solution
公司规模
Mid-size Company
地区
- Middle East
- Asia
国家
- United Arab Emirates
- Turkey
产品
- Verloop.io Conversational AI
- WhatsApp Business API
- Instagram Chatbot
- Facebook Chatbot
- Website Chatbot
技术栈
- Conversational AI
- Omnichannel Support
- Multilingual Support
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 分析与建模 - 自然语言处理 (NLP)
适用行业
- 汽车
- 运输
服务
- 软件设计与工程服务
- 系统集成
关于客户
Fenix is a company based in Abu Dhabi, founded by Jaideep Dhanoa (CEO) and IQ Sayed (CTO). Their mission is to revolutionize transportation options in the car-centric GCC region by offering diverse and sustainable transportation choices. Fenix provides a range of light vehicles, such as electric scooters and bicycles, in partnership with government entities and real estate developers across various cities. Their fleet includes e-scooters, e-bikes, and cars integrated with public transit, offering users flexible mobility solutions. The company operates on a hardware-as-a-service model, ensuring smart and connected vehicles with seamless rides and maintenance. Fenix also offers hailed vehicles for on-demand transportation and handles package delivery services for both B2C and B2B clients. Currently, Fenix operates in the Middle East and Turkey, spanning five countries in total. Launched in 2020, Fenix is committed to expanding urban possibilities through innovative, convenient, and eco-friendly transportation solutions.
挑战
Fenix faced two major challenges in its expansion into the rental light vehicle market in a region dominated by privately owned cars. The first challenge was educating users about the new product and the government regulations associated with it. As the product was new to the market, users had numerous inquiries about the product and the applicable laws. Fenix needed a sophisticated solution to effectively educate their customers about the rules, product offerings, and product usage. The second challenge was handling the mass volume of customer queries. As a nascent company, Fenix did not have an advanced customer support system in place. With a growing user base and the increasing popularity of their rental light vehicle services, the volume of customer queries surged to over 10,000 emails daily. This high influx of inquiries made it essential for Fenix to find a more efficient and effective way to handle customer support and resolve their concerns promptly.
解决方案
Fenix partnered with Verloop.io to introduce a comprehensive omnichannel conversational AI support system across various platforms, including WhatsApp, Website, Instagram, and Facebook. This strategic move allowed them to cater to a broader audience base, expanding their reach and accessibility. The conversational AI support offered by Verloop.io is available in three major languages: English, Arabic, and Turkish, enabling Fenix to seamlessly connect with customers from diverse linguistic backgrounds. With this powerful solution in place, Fenix experienced significant improvements in addressing customer inquiries effectively and efficiently. Customers were able to seek assistance for a wide range of topics, such as product-related queries and scooter operation concerns. Additionally, the conversational AI support was instrumental in managing Fenix Express – the delivery services division – and providing comprehensive assistance for delivery-related matters. By leveraging Verloop.io’s advanced technology, Fenix could streamline its customer support processes, enhance query resolution, and ensure a seamless and satisfying user experience. The adoption of this versatile conversational AI support system not only simplified customer interactions but also allowed Fenix to focus on further expanding its services while ensuring high customer satisfaction levels across all their verticals.
运营影响
数量效益
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