How one of Sweden’s largest department stores crushed their automation goals
Höga volymer av inkommande ärenden på hemsidan
Telefon och email var de största kanalerna för kundservice
Majoriteten av frågorna hade enkla svar
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Enhanced support and availability in Hello Ebbot
Each message written by an agent is spoken to screen readers using Aria live regions.
The widget customizes its content when magnifying the content.
The widget complements the icons in the main menu with text
Fields that are in focus are clearly displayed.
The widget adjusts the height, which means that the orientation of the device does not matter.
The results
We launched during Black Week 2021 and from day 1 we saw a huge amount of traffic coming to the chat.
As a large part of the support was automated, the total cost was reduced by 30% including all costs of the service.
With the bot being able to help most customers, there was a significant reduction in human handling.
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.
Store system Specialist, Rusta
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