Instabot.io Case Studies TSI Doubles Chat Leads with Instabot: An IoT Case Study

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	TSI Doubles Chat Leads with Instabot: An IoT Case Study Instabot.io

TSI Doubles Chat Leads with Instabot: An IoT Case Study

Instabot.io

Technology Category	Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Marine & Shipping Transportation
Applicable Functions	Logistics & Transportation Sales & Marketing
Use Cases	Mass Customization
Services	Testing & Certification
Challenge	TSI, an Inc. 5000 Hall of Fame consumer logistics company, was facing a challenge in increasing leads that drive significant growth in a competitive sector. The company offers customers a variety of ways to connect, with live chat being a key channel. However, due to a redirection of resources, the live chat experience was going to be largely removed from the site. This was a concern as testing and customer feedback indicated that complete removal of an interactive, conversational option would have a negative impact on revenue. Additionally, during the limited hours resources were available for live chats, it was increasingly important to disqualify certain leads that were not a fit for TSI to increase efficiency. TSI was using Intercom as their live-chat solution, but as chat volume grew, so did the price tag. The additional fees for using Intercom's bot product, on top of the hefty monthly fees TSI was already paying made it an untenable solution. Read More
About Customer	TSI is an Inc. 5000 Hall of Fame consumer logistics company that manages small moves and shipments across the globe. In the staid industry of shipping, TSI is a pioneer leveraging innovation to drive immense growth, all while making shipping seamless and easy. The TSI brand is known for their high-quality experience, customized solutions, and ease-of-use. They offer customers a variety of ways to connect, with live chat being a key channel. However, they were facing challenges in maintaining this service due to resource constraints and increasing costs. Read More
Solution	TSI turned to Instabot to simplify and enhance the order experience, as well as automatically qualify leads. The TSI team searched for a solution that would provide a simple user experience leveraging automation to maintain the same or better quality as their current solution. Their list of priorities also included: customization, cost, easy-to-use, integration with their CRM. Instabot met all of their requirements and provided a unique alternative to their previous chat platform, with tons of customization options and a responsive customer service team to help get them up and running. The TSI Bot is designed to answer a majority of common questions typically asked by a prospective customer, but more importantly, the TSI bot also threads qualifying questions throughout the bot conversation so that unqualified prospects cannot continue through the funnel. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Marine & Shipping

Transportation

Applicable Functions

Logistics & Transportation

Sales & Marketing

Use Cases

Mass Customization

Services

Testing & Certification

Challenge

TSI, an Inc. 5000 Hall of Fame consumer logistics company, was facing a challenge in increasing leads that drive significant growth in a competitive sector. The company offers customers a variety of ways to connect, with live chat being a key channel. However, due to a redirection of resources, the live chat experience was going to be largely removed from the site. This was a concern as testing and customer feedback indicated that complete removal of an interactive, conversational option would have a negative impact on revenue. Additionally, during the limited hours resources were available for live chats, it was increasingly important to disqualify certain leads that were not a fit for TSI to increase efficiency. TSI was using Intercom as their live-chat solution, but as chat volume grew, so did the price tag. The additional fees for using Intercom's bot product, on top of the hefty monthly fees TSI was already paying made it an untenable solution.

About Customer

TSI is an Inc. 5000 Hall of Fame consumer logistics company that manages small moves and shipments across the globe. In the staid industry of shipping, TSI is a pioneer leveraging innovation to drive immense growth, all while making shipping seamless and easy. The TSI brand is known for their high-quality experience, customized solutions, and ease-of-use. They offer customers a variety of ways to connect, with live chat being a key channel. However, they were facing challenges in maintaining this service due to resource constraints and increasing costs.

Solution

TSI turned to Instabot to simplify and enhance the order experience, as well as automatically qualify leads. The TSI team searched for a solution that would provide a simple user experience leveraging automation to maintain the same or better quality as their current solution. Their list of priorities also included: customization, cost, easy-to-use, integration with their CRM. Instabot met all of their requirements and provided a unique alternative to their previous chat platform, with tons of customization options and a responsive customer service team to help get them up and running. The TSI Bot is designed to answer a majority of common questions typically asked by a prospective customer, but more importantly, the TSI bot also threads qualifying questions throughout the bot conversation so that unqualified prospects cannot continue through the funnel.

Impact #1	The implementation of Instabot has not only improved TSI's lead generation but also enhanced the overall customer experience. The TSI Bot is designed to answer a majority of common questions typically asked by a prospective customer, thereby improving customer service. More importantly, the TSI bot also threads qualifying questions throughout the bot conversation so that unqualified prospects cannot continue through the funnel. This has improved the efficiency of the lead qualification process. The 24/7 availability of Instabot has also ensured that no potential leads are missed. The TSI team has described their experience with Instabot as fantastic and highly recommends it as a perfect platform for qualifying leads and collecting user data.

Impact #1

The implementation of Instabot has not only improved TSI's lead generation but also enhanced the overall customer experience. The TSI Bot is designed to answer a majority of common questions typically asked by a prospective customer, thereby improving customer service. More importantly, the TSI bot also threads qualifying questions throughout the bot conversation so that unqualified prospects cannot continue through the funnel. This has improved the efficiency of the lead qualification process. The 24/7 availability of Instabot has also ensured that no potential leads are missed. The TSI team has described their experience with Instabot as fantastic and highly recommends it as a perfect platform for qualifying leads and collecting user data.

Benefit #1	Implementation of Instabot resulted in twice as many chat leads
Benefit #2	Reduction in technology costs due to switching from Intercom to Instabot
Benefit #3	24/7 availability of Instabot allowed TSI to capture leads that it had previously missed when the live chat team was not available

Benefit #1

Implementation of Instabot resulted in twice as many chat leads

Benefit #2

Reduction in technology costs due to switching from Intercom to Instabot

Benefit #3

24/7 availability of Instabot allowed TSI to capture leads that it had previously missed when the live chat team was not available

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Overview

TSI Doubles Chat Leads with Instabot: An IoT Case Study

Operational Impact

Quantitative Benefit