Suma Soft Enhances Customer Experience for a Leading Retail Brand

Client's Background

A globally recognized retail chain supplier, it is a leader in the fashion and lifestyle sector. With a vast network of physical stores and a robust online presence, this established retailer caters to millions of customers daily, offering diverse products and striving to deliver a seamless shopping experience. It is committed to customer satisfaction and seeks to maintain a high standard of service across all channels.

Challenges

  • Handling a Large Influx of Customer Inquiries:

    Managing the large volume of customer inquiries is difficult, especially during peak sales events and festive seasons.

  • Repetitive Queries:

    Challenge responding to repetitive inquiries, such as order tracking and return policies, consuming valuable agent time and resources.

  • Delayed Responses:

    Manual handling of repetitive tasks resulted in delayed responses, negatively impacting the customer experience.

  • Scalability and Automation:

    The client lacked a scalable and automated solution to manage customer interactions and ensure consistent service quality efficiently.

  • Service Efficiency:

    Challenges handling increased business demands and maintaining high customer satisfaction.

Project Requirements

  • ServiceNow Virtual Agent:

    Adding a chatbot that assists customer service teams with high query volumes during peak times, reducing average customer wait times by 75%, making it much easier to navigate while lowering costs and increasing customer service, sales, and marketing efficiency.

  • Integrated Chatbots:

    Chatbots that would resolve common issues without human intervention by automated resolution of at least 50% of routine customer inquiries, handling a high volume of inquiries, and providing 24/7 support for complex support requests.

  • Issue Auto-Resolution:

    Empower chatbots to automatically resolve common issues without human intervention with ServiceNow Chatbot Development Services, increasing CSAT scores by 15% and freeing IT staff to address more complex matters.

ServiceNow Solution

We collaborated with the client to design and deploy a ServiceNow Chatbot powered by the Virtual Agent framework customized to handle issues, queries, and requests, reducing reliance on live agents.

  • Advanced Natural Language Understanding (NLU):

    By leveraging NLU-processing chatbots, the organization achieved a 95% accuracy rate in understanding customer intent during testing, ensuring a seamless conversation flow.

  • Centralized and Streamlined Customer Interactions:

    Integrating the ServiceNow Chatbot with other information systems helped the client achieve a centralized and streamlined customer interaction process with the company. This integration reduced agent handling time by 20% and improved first-call resolution rates by 25%.

  • 24/7 Availability:

    We integrated chatbots that offer 24/7 availability, providing instant customer support anytime. This allowed the retailer to retain customers worldwide with a 30% increase in customer engagement during off-peak hours and a 35% lift in conversion rates.

  • Intuitive Chat Interface:

    The retailer's intuitive chat interface made it easy for customers to access information and support. Because of this engaging experience, the chatbot was adopted by 20% of customers within the first month of launch.

  • Real-time Updates and Actions:

    Integration with ServiceNow allowed the chatbot to provide real-time updates (e.g., order tracking) and perform actions (e.g., password resets, contact info updates) for users, keeping them informed and proactively addressing concerns.

  • Seamless Transfer to Live Agents:

    For complex issues, the chatbot seamlessly transferred conversations to live agents, ensuring an uninterrupted, exceptional, and reliable support experience. This seamless transfer reduced agent handling time by 15%.

  • Reduced Response Times:

    The chatbot's automation resolved common issues without human intervention, achieving an average first response time of under 10 seconds for chatbot interactions. This reduced response time freed IT staff to address more complex matters.

  • Improved Agent Productivity:

    The chatbot improved the productivity of live support agents, enhancing user satisfaction. After the chatbot implementation, agents could handle 25% more cases daily.

  • Increased Customer Satisfaction:

    Overall customer satisfaction increased due to the improved support experience.

Business Outcome

Implementing the ServiceNow Chatbot revolutionized the retail brand’s customer support operations and transformed customer service for businesses operating in high-demand environments by achieving the following:

  • Automated Routine Queries:

    The chatbot successfully automated 60% of routine customer inquiries, exceeding the initial target.

  • 24/7 Availability:

    Customer support became available 24/7, leading to a 10% increase in online sales during off-peak hours.

  • Enhanced Customer Experience:

    Average customer wait times decreased by 40%, and CSAT scores increased by 18%, surpassing the target and exceeding industry benchmarks.

  • Improved Agent Efficiency:

    Agent productivity increased by 35%, allowing the retailer to handle higher volumes of customer interactions with the same staffing levels.

  • Cost Savings:

    The automation provided by the chatbot resulted in a 45% reduction in customer support costs.

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