Dixa Case Studies How musicMagpie cut live chat waiting times by 88% during COVID-19

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	How musicMagpie cut live chat waiting times by 88% during COVID-19 Dixa

How musicMagpie cut live chat waiting times by 88% during COVID-19

Dixa

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	E-Commerce Retail
Applicable Functions	Sales & Marketing Business Operation
Use Cases	Chatbots
Services	Software Design & Engineering Services
Challenge	musicMagpie, a UK-based online retailer that buys and sells refurbished electronics and second-hand computer games, consoles, books, films and music, experienced a steep ticket increase of 35% during the COVID-19 crisis. This sudden surge in customer requests had a significant impact on their previously low live chat waiting times, which rose from an average of just 60 seconds per user to a staggering 8 minutes. The support team struggled to keep up with the rising number of incoming requests, which were mostly repetitive requests such as order status, payment status and return status that make up 40% of requests. To maintain their exceptionally high CSAT scores, musicMagpie decided to automate their customer service strategy. Read More
About Customer	musicMagpie is a UK-based online retailer specialising in buying, refurbishing and selling electronics and entertainment media. Their business model has proven resilient in the face of the COVID-19 health crisis. With social life impacted by lockdowns and social distancing rules, many people are looking for other forms of entertainment. Consequently, the buying and selling of entertainment equipment remains strong and even peaked during this challenging time, with the number of incoming requests rising by 35%. The company has 1000 employees and 35 service agents. Read More
Solution	musicMagpie partnered with Solvemate to automate their customer service strategy. Solvemate’s chatbot had a major impact on musicMagpie’s service experience from day one. The automation strategy helped alleviate the strain on musicMagpie’s live chat service by automating the most common customer requests, as well as several personalised requests, thereby freeing up their agents’ time. The musicMagpie chatbot features five routines that can even take care of more complex requests, such as checking the payment or refund status and automatically resending invoices to customers. The musicMagpie chatbot Maggie is fully integrated into the Zendesk CRM system, so customers can be smoothly handed over to live chat if necessary. Solvemate’s automation platform and analytics suite also provide deep insights into musicMagpie’s customer journey, which can be leveraged to further develop the company’s services. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

E-Commerce

Retail

Applicable Functions

Sales & Marketing

Business Operation

Use Cases

Chatbots

Services

Software Design & Engineering Services

Challenge

musicMagpie, a UK-based online retailer that buys and sells refurbished electronics and second-hand computer games, consoles, books, films and music, experienced a steep ticket increase of 35% during the COVID-19 crisis. This sudden surge in customer requests had a significant impact on their previously low live chat waiting times, which rose from an average of just 60 seconds per user to a staggering 8 minutes. The support team struggled to keep up with the rising number of incoming requests, which were mostly repetitive requests such as order status, payment status and return status that make up 40% of requests. To maintain their exceptionally high CSAT scores, musicMagpie decided to automate their customer service strategy.

About Customer

musicMagpie is a UK-based online retailer specialising in buying, refurbishing and selling electronics and entertainment media. Their business model has proven resilient in the face of the COVID-19 health crisis. With social life impacted by lockdowns and social distancing rules, many people are looking for other forms of entertainment. Consequently, the buying and selling of entertainment equipment remains strong and even peaked during this challenging time, with the number of incoming requests rising by 35%. The company has 1000 employees and 35 service agents.

Solution

musicMagpie partnered with Solvemate to automate their customer service strategy. Solvemate’s chatbot had a major impact on musicMagpie’s service experience from day one. The automation strategy helped alleviate the strain on musicMagpie’s live chat service by automating the most common customer requests, as well as several personalised requests, thereby freeing up their agents’ time. The musicMagpie chatbot features five routines that can even take care of more complex requests, such as checking the payment or refund status and automatically resending invoices to customers. The musicMagpie chatbot Maggie is fully integrated into the Zendesk CRM system, so customers can be smoothly handed over to live chat if necessary. Solvemate’s automation platform and analytics suite also provide deep insights into musicMagpie’s customer journey, which can be leveraged to further develop the company’s services.

Impact #1	The automation strategy helped alleviate the strain on musicMagpie’s live chat service by automating the most common customer requests, as well as several personalised requests, thereby freeing up their agents’ time.
Impact #2	The musicMagpie chatbot features five routines that can even take care of more complex requests, such as checking the payment or refund status and automatically resending invoices to customers.
Impact #3	The musicMagpie chatbot Maggie is fully integrated into the Zendesk CRM system, so customers can be smoothly handed over to live chat if necessary.

Impact #1

The automation strategy helped alleviate the strain on musicMagpie’s live chat service by automating the most common customer requests, as well as several personalised requests, thereby freeing up their agents’ time.

Impact #2

The musicMagpie chatbot features five routines that can even take care of more complex requests, such as checking the payment or refund status and automatically resending invoices to customers.

Impact #3

The musicMagpie chatbot Maggie is fully integrated into the Zendesk CRM system, so customers can be smoothly handed over to live chat if necessary.

Benefit #1	50% fewer live chats
Benefit #2	97% decrease in live chat waiting times on the first day after launching the bot
Benefit #3	20 seconds time to solution

Benefit #1

50% fewer live chats

Benefit #2

97% decrease in live chat waiting times on the first day after launching the bot

Benefit #3

20 seconds time to solution

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Overview

How musicMagpie cut live chat waiting times by 88% during COVID-19

Operational Impact

Quantitative Benefit