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

Background

High volumes of incoming requests from customers on their website

Phone and email were the largest channels for customer service

Majority of questions had simple answers

The solution

The chatbot was named Christina after their Customer Service Director. Christina can answer questions about stock levels and opening hours as well as helping customers make complaints.

Enquiries are forwarded to agents in our SmartChat tool. Those that can't be handled directly are passed on to Cention through our integration. Together with the team at Rusta, we managed to achieve amazing results after just a few months.

The collaboration with Ebbot has been magical in every way. Smooth and easy implementation, straightforward and clear communication and the whole package was tailored to our needs and wishes.

- Dino Burazer

Bot specialist, Rusta

The collaboration with Ebbot has been magical in every way. Smooth and easy implementation, straightforward and clear communication and the whole package was tailored to our needs and wishes.

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.

Number of cases in other channels decreased by 13%

More customers are choosing to turn to the chat because the channel offers faster help. In the long term, we expect cases in other channels to continue to decrease.

93% handled by the bot. Without human intervention.

Of this traffic, the messenger could take almost any question! This is achieved through a lot of data and a strong understanding of the types of questions that come in so that you can pre-empt them by letting the messenger answer them.

The number of chat conversations handled increased by 327%

Over 4x as many customers were able to get their questions answered in chat compared to before!

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