Roadblocks faced by the team

The eCommerce company did not have an AI-powered software suite implemented in their ecosystem, which is why they were overwhelmed by the sheer volume of inquiries they used to receive every day regarding order statuses, returns, exchanges, and shipping updates. Their support agents had to manually sort through those inquiries and search through the order management system (OMS) to provide updates to customers, leading to delays and human errors.

The lack of AI-driven tools forced them to handle common queries manually. No automation processes were in place. Agents had to respond to repetitive questions. Support agents were not empowered with productivity tools to excel in their day-to-day tasks. Moreover, the lack of comprehensive analytics meant the company could not analyze customer interactions or identify areas for improvement in their support processes. Overall, the entire ecosystem felt disorganized.

Solution: How ThinkOwl helped

Simple solutions that generate extraordinary results – this is what ThinkOwl does! ThinkOwl implemented its AI-powered tools to automate the eCommerce brand’s business operations. With this solution, they are able to intelligently sort and categorize each ticket, respond automatically to generic queries, and route complicated cases to team members who are best suited to resolve them. The software streamlines their multichannel support system, ensuring that emails, chats, social media messages, and phone calls are all handled through a unified interface.

Integration with the eCommerce company’s Order Management System (OMS) allows ThinkOwl to pull real-time data and provide accurate responses to customers. Agents do not need to switch between tools or applications, thanks to the third-party software integration feature.

Also, ThinkOwl leverages its robotic process automation technology and Conversational AI features to streamline the brand’s customer interactions. This has been the hallmark improvement that transformed the digital communication game. Conversation bots (chatbot and voicebot) manage a wider array of queries, being available 24/7. These smart bots have significantly lightened the load for their support teams by handling common queries.

Additionally, the built-in AI analytics tools provided the brand with invaluable insights into customer interactions, enabling them to respond more effectively to customer needs.