Man Matters scales up 3x by automating 70% of customer queries
Our Impact
70%
Automation of customer queries
60%
Reduction in agent overhead cost
<1 min
Average resolution time
Key challenges
In 2021, Man Matters experienced a remarkable threefold increase in growth within a mere six-month period. This surge in growth brought with it a unique set of challenges.
- Higher number of customer support tickets
- Customer drop-offs and loss of opportunities due to untimely responses to queries
Goals
- 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 instantly to 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
The Results
- Automated responses by 70%
- Reduction in agent overhead cost by 60%
- Reduced First Response time from 20 minutes to 3 seconds
- Reduced Average Resolution time from 50 minutes to 1 minute
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