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Domino's Serves Up Speedy Customer Support with Conversational AI When it comes to food delivery, Domino's 30-minute promise is legendary. But maintaining that commitment during the pandemic posed new challenges. Their solution? Leveraging conversational AI to streamline the ordering process and provide delightful customer experiences. Domino's deployed an omnichannel virtual assistant that handled customer queries across website, mobile apps, and even WhatsApp - from order placement and status updates to special requests and post-delivery feedback. Here's how they cooked up success: - Effective Query Handling: The AI assistant fielded questions on ordering, status tracking, customizations like extra toppings, and even collected post-delivery feedback to drive future orders. - Auto-Detection: It automatically recognized returning customers for quicker service without logins. - WhatsApp Automation: Domino's automated millions of conversations on the wildly popular WhatsApp channel without human intervention. The mouthwatering results? - 1.5M+ automated conversations - $500K in reduced live agent costs - 90% bot accuracy In the hyper-competitive food delivery market, Domino's conversational AI strategy paid off - enabling them to live up to their promise of speedy service while delighting customers and optimizing costs. As businesses strive to elevate CX and drive efficiencies, Domino's demonstrates how AI can be a key ingredient for success by automating high-volume channels and tailoring engagements. Interested in implementing conversational AI for your business? Check out my comprehensive guide on automation strategies in the comments. If you don't see my comment, choose "Recent Comments" in the dropdown below this post.

How SEPHORA Used AI to Recreate the In-Store Magic Online As online shopping boomed, Sephora found a way to provide the personalized assistance of an in-store visit through a WhatsApp virtual assistant. Customers can chat with beauty experts on-demand for consultations, product recommendations, reservations, and more - replicating that coveted one-on-one retail experience. The impact? - Over 9,000 new users across Singapore and Malaysia in 1 year - Over 330,000 conversation sessions - $30,000 in average monthly incremental revenue By understanding shoppers crave the same high-touch experience online, Sephora's AI bridged the gap between digital and physical - delivering a superior customer experience and impressive business results. As retailers enhance omnichannel strategies, Sephora's approach showcases conversational AI's power to transform ecommerce. Interested in implementing conversational AI for your business? Check out my comprehensive guide on automation strategies in the comments. If you don't see my comment, choose "Recent Comments" in the dropdown below this post. #ConversationalAI #ECommerce #OmniChannel #Retail #CustomerExperience #Sephora

When Robots Meet Humans: How Klarna Made Everyone Happier Hey Support Leaders! Let me share a cool story about a company named Klarna. They had an idea: what if robots could help answer customer questions? Not just any answers, but ones that made customers smile as if they just chatted with a good friend. Klarna mixed a secret potion: part robot, part human. Their robot weren't just any robots, it was smart, kind of like a really helpful friend who's always there, day or night. But here's the twist - whenever things got a bit tricky, a human would step in, with all the warmth and smiles you need. This magic mix? It kept everyone happy. So, how do we make our own magic potion? How do launch AI chatbot in your business to be kind and know when it's time for a human to step in? - Teach the Robot to Care: It’s not just about answering questions. It's about understanding when someone needs a bit more help. - Make the Robot Chat Feel Real: Add a pinch of human warmth to the robot chats, so it feels like talking to a friend. - Listen and Learn: Use what customers tell you to make both the robot and human help even better. Now, imagine making your customers 76% happier, just like turning a grumpy cat into a purring kitten. That's what happened with one of our customers at PointAI. They used our solution so well, their customer happiness jumped up big time! Feeling inspired to create your own robot and human team? I've put together some steps to help you start your own story, making sure your customers end up just as happy. Check out the guide in the comments below! If you don't see my comment, choose "Recent Comments" in the dropdown below this post. #CustomerHappiness #RobotsAndHumans #SupportMagic

Insights from Klarna's Success in Support with AI Klarna's shared results of recent integration of an AI assistant into their customer service operations. This move has not only set a new benchmark for efficiency and customer satisfaction but also highlighted the potential financial gains from embracing innovative technology. Here’s a quick rundown: - Efficient Handling: Klarna’s AI managed two-thirds of all customer service chats, demonstrating the power of automation in handling inquiries. - Workforce Productivity: The AI's performance is equivalent to the output of 700 full-time employees, showcasing the scalability of artificial intelligence in business operations. - Customer Satisfaction: Impressively, the AI matched human agents in customer satisfaction scores, ensuring that quality isn’t compromised. - Inquiry Reduction: There was a 25% decrease in repeat customer inquiries, indicating an improvement in resolving issues effectively the first time around. - Faster Resolution: The AI reduced resolution times from 11 minutes to less than 2, highlighting the efficiency of machine learning in customer service. - Global Reach: Available 24/7 in over 35 languages across 23 markets, Klarna's AI assistant underscores the importance of accessibility and global service capabilities. - Financial Impact: It’s projected to contribute $40 million USD to Klarna’s profit in 2024, showing the tangible economic benefits of integrating AI into customer service. The secret to their success? It’s not just about leveraging complex technologies but understanding and analyzing support patterns, identifying common threads, and building scalable workflows. This approach not only enhances the customer service experience but also drives significant cost savings and operational efficiencies. For those interested in how to replicate this success in your own operations, I’ve compiled an actionable guide that explores strategies to automate and scale your support processes effectively. Discover the top tactics that work, from analyzing support tickets to building scalable solutions that can transform your customer service into a strategic asset. Find the link in the comments! #CustomerService #AI #Automation #Innovation #BusinessStrategy #Klarna

Top 6 customer support metrics to track in 2024 1. Customer Satisfaction (CSAT)   - What? Measures how thrilled customers are with their service experience.   - Why? It's the pulse of your customer's happiness. Are they getting what they expect?   - How? Analyze CSAT in different contexts - bots vs. humans. Notice any trends? That's where you need to focus.   - Benchmark: Aim for a CSAT score above 95%. That's the sweet spot in most industries. 2. Time to Resolution (TTR)   - What? The average duration to fully resolve a customer query.   - Why? Quick resolutions mean happy customers and efficient teams.   - How? Compare TTR between bots and humans. Identify conversation types taking longer and strategize improvements.   - Benchmark: Strive for a TTR of under 24 hours. That's the gold standard. 3. Average Handle Time (AHT)   - What? Average time your team spends on customer conversations.   - Why? It's a fine balance. Fast response, but not rushed; quality but efficient.   - How? Look for correlations between AHT, TTR, and CSAT. Pinpoint where you can optimize.   - Benchmark: Around 4-6 minutes is ideal 4. First Response Time (FRT)   - What? Time taken to acknowledge a customer query.   - Why? First impressions matter. Fast FRT equals a customer feeling valued.   - How? Monitor the impact of FRT on CSAT and TTR. Adjust as needed.   - Benchmark: Aim for an FRT of under 1 minutes. Quick wins! 5. Rate of Automated Resolution (ROAR)   - What? Queries resolved entirely by automation.   - Why? It’s the future. Efficient, saves time, and often what customers prefer.   - How? Assess bot performance. Are they freeing up your team for complex tasks?   - Benchmark: Getting 60% of queries resolved by automation is a great target. At PointAI we can help you to reach 60-80% rate of automated resolution within 2 month. 6. Customer Effort Score (CES)   - What? The effort a customer puts in to resolve their issue.   - Why? The easier for the customer, the better the experience.   - How? Ensure your AI is helping, not hindering. Keep an eye out for any friction points.   - Benchmark: Aim for a CES of under 5 on a scale of 10. It’s about smarter, not just harder work. Here’s to setting new benchmarks in customer support! Feel free to share your thoughts and experiences below or in my DM :)

Did you know that 40% of users expect a response in just 1 minute while on live chat on your website? And that 89% won't wait longer than 2 minutes? If your customer support can't hit that crucial 2-minute mark for the first reply, you're risking low customer satisfaction scores. This doesn't just affect your current interactions, but it can actually deter future business, too. For most businesses, this is a massive challenge. So you’re likely wondering, what’s the solution? How can I ensure my customer support team is exceeding customer expectations? The answer is PointAI. They're a game-changer for ecommerce stores. One example they shared with me: They’re saving over a customer of theirs $266,000 a year by automating 82% of their support tickets with AI. This isn't just about responding to queries; it's about taking real action on external services for total support automation. Imagine helping your customers track orders, modify details, cancel, or initiate refunds seamlessly! 👇 So, how can you implement this and boost your customer support? Here are some strategies that I find invaluable: 1. Optimize Your Live Chat Response Time Time is money! Get a system to alert your support team instantly when a customer initiates a chat. AI-powered chatbots like PointAI can handle routine queries, freeing your team for complex issues. 2. Implement an Effective CRM System   A robust CRM integrated with your live chat can transform customer service, offering personalized, efficient support based on the customer’s history. 3. Gather and Act on Customer Feedback Post-interaction surveys are gold. Use this data to refine your strategies and understand your customer's needs better. Remember, ecommerce isn't just about selling; it's about creating a remarkable customer experience. These strategies aren't just a path to higher satisfaction scores; they're your ticket to increased retention and glowing reviews. Curious to learn more about how PointAI achieved these remarkable results? Check out their detailed case study here: pointai.tech/chase It's an insightful read, especially for those looking to make big strides in customer satisfaction and operational efficiency. Would love to hear your thoughts on integrating AI into customer support. Let's chat in the comments! #ecommerce #customerexperience #digitalmarketing #AI #PointAIPartner

🚀 Exciting News! 🚀 We are thrilled to announce our first investment in Central Asia - Uzbekistan: PointAI, a batch 2 startup taking the e-commerce support experience to the next level with AI co-pilot. PointAI emerges as a game-changer in customer support. Their co-pilot is designed to empower support representatives, allowing them to focus on unique, complex issues rather than repetitive tasks. By automating standard queries, PointAI boosts efficiency and enables teams to deliver personalized, high-quality customer service at scale, without any additional cost. We are incredibly impressed by PointAI’s innovative solution and their dedication to enhancing customer support experiences. This investment is a testament to our belief in their potential to revolutionize the industry. Congratulations to the PointAI team on this milestone achievement! Learn more about it here: https://lnkd.in/geKugVn9 Sascha Karimpour Felix Lammers Carolin Wais Theodora Preda Tim Solle Iskandar Kurbanov Farrukh Maksumov Rano Sidikova Azizakhon Ortikkhujaeva #PNPTCUzbekistan #Investment #AI #Enterprise #CustomerSupport