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How Ada helped an online marketplace drive better customer experiences using AI

The brand is a mobile payment platform that helps consumers earn instant cashback and save money with sales and coupons from 4,000+ brands on its marketplace.

The challenge

The online marketplace brand was only providing customer support through phone and email with a poor turnaround time that lagged between 12-24 hours. In the last few years, as the ecommerce industry experienced unprecedented growth, the brand’s support team became overwhelmed. Morale was low, turnover was high, and the customer experience was driving shoppers away.

The brand needed to find an automated solution that would provide instant, 24/7 support to customers at scale.

The opportunity

The brand was looking for a solution that:

  • Decreases customer support response turnaround times
  • Creates meaningful interactions with customers to drive customer engagement, loyalty, and revenue, without increasing costs
  • Can be easily built and managed by non-technical CX teams

Simply put, they needed a solution that would allow them to quickly connect with and provide exceptional support for customers at an affordable cost. They were able to do this with the help of Ada.

“Ada helps us achieve our goals every day by increasing efficiency for our agents, by decreasing turnaround time for our members, by allowing us to quickly get any new information in front of them. Next, we’re hoping to use it as a marketing and revenue-generating tool to increase brand awareness.”
VP, Operations

The successful outcome

As a result of implementing Ada, the brand was able to quickly expand the ways they interact with customers.

Rapid time-to-value
Ada’s no-code platform made it easy for the brand’s non-technical CX team to build and deploy conversational AI as a frontline for support in less than two weeks. Customers now have new digital channels to interact with the brand and receive instant support 24/7.

Boosted agent impact
The brand leveraged Ada’s out-of-the-box integration with Salesforce Live Agent, which has allowed the conversational AI chatbot to escalate interactions when human support is needed. Ada collects customer information and routes the interaction to the right agent. What’s more, Ada gives agents a full transcript for context as well as an AI-powered summary or the prior conversation, setting agents up for success and reducing resolution time.

Scaling interactions on social messaging
In addition to Ada’s web-based chat and mobile app chat support, the brand deployed Ada on Facebook Messenger to easily connect with customers who prefer to interact via social media.

The results are in...

  • An 85% containment rate
  • 2.8x ROI in 6 months
  • A 45% decrease in support phone calls

In addition to day-to-day demands, Ada helps the brand adjust to hectic seasonal shopping periods. With an increase in web traffic and sales during Black Friday Cyber Monday and the rest of the holiday season, Ada is able to service customers and instantly resolve questions. Plus, the brand can easily update their bot content and communications as needed, without the need for engineering. As a result, the brand no longer needs to hire seasonal agents and their support teams don't experience overwhelming interaction volumes.

“We were able to make sure all our information was up to date and correct. We’re able to have a large containment rate within the bot. That’s the kind of agility Ada allows you to have during a holiday push or your busy season.”
VP, Operations

Looking to automate your CX? Here's what you should consider:

It’s important to create a customer experience strategy across the entire customer journey. By including support in existing marketing and sales customer journeys, you can deliver a comprehensive end-to-end customer experience that reduces costs and generates revenue.

While any ecommerce company can increase the number of support agents to meet the demands of its customers, it can often become expensive. Using the right conversational AI platform can enable companies to service more customers while maintaining costs.

Customer service powered by conversational AI

Experience the benefits of generative AI for customer service with Ada, and resolve more inquiries — across channels and languages — with less effort.

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