Man Matters improved its CSAT scores by automating 70% of customer queries

Man Matters is a holistic wellness platform for men, creating access to expert care. They wanted to make the science behind wellness more accessible to all and joined hands witha set of medical experts and doctors who were passionate about changingmale health habits and cared deeply about their craft.

The Objective

• Scale customer support easily with the brand's rapid growth
• Increase sales from impulse shoppers on WhatsApp
• Provide instant, personalized responses in a set brand tone

The Solution

• Limechat's human-level sales chatbot:To guide impulse shoppers coming on Whatsapp to purchase by responding instantlyto queries.
• Limechat's support automation chatbot:To instantly and automatically handle post-purchase support tickets.
• Limechat's eCommerce-focused Omnichannel Helpdesk:To manage customer conversations and orders across channels quickly and efficiently

Key Metrics

• 75% automation of customer queries
• 60% Reduction in agent overhead cost
• Reduced first response time from 20 minutes to 3 seconds
• Reduced average resolution time from 50 minutes to 1 minute

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