Case Study: How Al-Istighfar Mosque extended self-service capabilities on its web prescence

October 28, 2020

EazyChat’s chatbot software helped Al-Istighfar Mosque to better understand customer intentions and provide self-service through the chatbot.

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 Mosques 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)