How one of Sweden’s largest department stores crushed their automation goals

Höga volymer av inkommande ärenden på hemsidan

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Telefon och email var de största kanalerna för kundservice

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Majoriteten av frågorna hade enkla svar

Enhanced support and availability in Hello Ebbot

Status Messages: We support this via Aria Live regions

Each message written by an agent is spoken to screen readers using Aria live regions.

Make sure text can be magnified without problems

The widget customizes its content when magnifying the content.

Use text, not images, to display text

The widget complements the icons in the main menu with text

Select clearly which field or element is in focus

Fields that are in focus are clearly displayed.

Orientation: support is available.

The widget adjusts the height, which means that the orientation of the device does not matter.

The results

35 000 chats handled in the first two weeks

We launched during Black Week 2021 and from day 1 we saw a huge amount of traffic coming to the chat.

The total cost decreased by 30%

As a large part of the support was automated, the total cost was reduced by 30% including all costs of the service.

Human handling reduced by 70%

With the bot being able to help most customers, there was a significant reduction in human handling.

4/5 customer satisfaction

Automation and reduced costs in all glory - but customer satisfaction never ceases to be one of the most important metrics when it comes to customer service solutions. And since Rusta launched their chatbot Christina it has received an average customer satisfaction score of 4 out of 5.

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The chatbot has completely transformed how we engage with customers and manage inquiries. It has made us more available, streamlined our case handling, and allowed for more 'one-touch resolutions.'

Dino Burazer

Store system Specialist, Rusta

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