How musicMagpie cut live chat waiting times by 88% during COVID-19
公司规模
Large Corporate
地区
- Europe
国家
- United Kingdom
产品
- Solvemate chatbot
技术栈
- Zendesk CRM system
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 电子商务
- 零售
适用功能
- 销售与市场营销
- 商业运营
用例
- 对话机器人
服务
- 软件设计与工程服务
关于客户
musicMagpie is a UK-based online retailer specialising in buying, refurbishing and selling electronics and entertainment media. Their business model has proven resilient in the face of the COVID-19 health crisis. With social life impacted by lockdowns and social distancing rules, many people are looking for other forms of entertainment. Consequently, the buying and selling of entertainment equipment remains strong and even peaked during this challenging time, with the number of incoming requests rising by 35%. The company has 1000 employees and 35 service agents.
挑战
musicMagpie, a UK-based online retailer that buys and sells refurbished electronics and second-hand computer games, consoles, books, films and music, experienced a steep ticket increase of 35% during the COVID-19 crisis. This sudden surge in customer requests had a significant impact on their previously low live chat waiting times, which rose from an average of just 60 seconds per user to a staggering 8 minutes. The support team struggled to keep up with the rising number of incoming requests, which were mostly repetitive requests such as order status, payment status and return status that make up 40% of requests. To maintain their exceptionally high CSAT scores, musicMagpie decided to automate their customer service strategy.
解决方案
musicMagpie partnered with Solvemate to automate their customer service strategy. Solvemate’s chatbot had a major impact on musicMagpie’s service experience from day one. The automation strategy helped alleviate the strain on musicMagpie’s live chat service by automating the most common customer requests, as well as several personalised requests, thereby freeing up their agents’ time. The musicMagpie chatbot features five routines that can even take care of more complex requests, such as checking the payment or refund status and automatically resending invoices to customers. The musicMagpie chatbot Maggie is fully integrated into the Zendesk CRM system, so customers can be smoothly handed over to live chat if necessary. Solvemate’s automation platform and analytics suite also provide deep insights into musicMagpie’s customer journey, which can be leveraged to further develop the company’s services.
运营影响
数量效益
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