AI Writing Tool for Customer Support Responses
Challenge
The e-commerce company receives thousands of requests from customers every day, demanding personalized answers to questions about orders, returns and products. The customer support team struggled to cope with the workload, which led to delays in responses and decreased customer satisfaction. The increased volume of work overloaded the support team, which also led to hasty or not always accurate responses, which negatively affected customer trust and loyalty. The company realized that in order to maintain a high level of customer satisfaction, it was necessary to find a scalable solution that would improve the quality and speed of request processing without overloading the team or significantly increasing operating costs.
*The company’s name is not disclosed in compliance with confidentiality agreements.
Solution
Product: Lingvanex Grammar Checker
To address these issues, the company integrated Lingvanex Grammar Checker into its customer support workflow. The AI-powered tool was configured to analyze incoming messages, interpret customer intent, and draft clear, accurate, and personalized responses for emails and live chat interactions. This solution made it possible to optimize the request processing process, reducing the workload on employees, maintaining high quality communication and improving the overall efficiency of the team.
Results
The integration of Lingvanex Grammar Checker has led to significant improvements in the support service. The response preparation time was reduced by 40%, which made it possible to process more requests faster. Customer satisfaction increased by 25% as customers began to notice the clarity and personalization of responses. The efficiency of employees has also increased, as they began to save about 30% of their time on writing and checking messages, which gave them the opportunity to focus on more complex and important issues. Due to this, the solution allowed the company to avoid the need for additional recruitment of employees, providing a scalable improvement in the quality of service without significant costs.
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