Dixa
Case Studies
How Globetrotter successfully increased its self-service rate in times of high demand
Overview
How Globetrotter successfully increased its self-service rate in times of high demandDixa |
Application Infrastructure & Middleware - API Integration & Management | |
Retail | |
Sales & Marketing | |
Software Design & Engineering Services System Integration | |
Operational Impact
The chatbot has been widely accepted and used by the customers right from the start, displaying around 6,000 solutions in the first month after its implementation. | |
The chatbot's popularity grew steadily, with the self-service rate currently at 66% and continues to trend upwards. | |
The implementation of the chatbot as the first line of defense allowed the support agents to minimize their backlog of tickets and have more time to use their product expertise for the more complex customer inquiries. | |
Quantitative Benefit
Self-service rate increased to 66% | |
Chatbot adoption significantly increased in the first month from 6000 to 7000 (in peak times even over 8600) | |
Ticket volume decreased by 27% | |