The Challenge
Growing your customer base means every year you need to increase the capacity of your customer service team to deliver a high quality customer experience.
The Solution
Our process started with the deployment of the EazyChat chatbot, a customer service automation tool that integrates with Facebook for and Al-Istighfar Mosque’s website to handle enquiries from visitors.
The Results
- A rich dataset of customer intents that supported the business case for automation and allowed the team to focus on value driving use cases. For example, we had found that 3.75% of the questions to Al-Istighfar Mosque in Aug were about Friday Prayers.
- A clear understanding for the business of what value can be created from delivering automated journeys through the chatbot and a strategic plan on how to deliver it
- Multi-modal customer journeys (Facebook chat and chatbot) to validate a hypothesis that customer could easily and efficiently be shifted from one channel to another to more quickly resolve their query (email escalation)
