Key-One, a Milan-based digital agency, has recently expanded its services to include automating customer interactions and workflows.
These services are in high demand as more businesses recognize the effectiveness of AI in enhancing customer service.
Key-One’s customers, primarily e-commerce businesses, face various challenges, such as the high operational costs of customer support and slow response times.
Many of these clients have been struggling with these issues, along with managing an ever-increasing volume of customer inquiries.
In response, Key-One decided to partner with Tiledesk, an AI agent builder, to create bots that could address these challenges.
Let’s delve into the specific challenges faced by Key-One’s customers that led the team to establish this partnership.
Understanding the Challenges
As Key-One’s online retail clients continued to grow, the demands on their customer service teams increased significantly. They struggled to manage the rising volume of customer requests, leading to several key challenges:
- Slow response times: The high volume of customer inquiries made it difficult to respond in a timely manner, negatively impacting overall customer satisfaction.
- High operational costs: Manually handling repetitive inquiries led to inefficiencies and increased operational expenses.
- Difficulty in managing communications: Consistently managing interactions across multiple channels proved challenging, affecting the quality of customer service.
Why Tiledesk?
In an industry where the demand for customer communication automation is rapidly increasing, many platforms claim to offer feature-rich solutions.
However, finding a platform that is not only robust in its capabilities but also cost-effective can be a challenge.
This made Tiledesk stand out to Key-One as they evaluated various chatbot and AI agent providers for their customer.
Matteo Fontana
Growth Manager @ Key-One
We examined different platforms, but Tiledesk’s ability to achieve first-contact resolution and significantly reduce the number of tickets requiring human intervention was unbeatable.
Tiledesk implementation to elevate customer service
The implementation process for Key-One’s customers’ new service solutions was completed in an average of 4 weeks, despite challenges related to legacy systems and staff training.
There were also instances where the bots couldn’t respond to certain customer inquiries due to a lack of content, requiring the content team to create and publish new materials.
Once operational, the AI agents began autonomously managing a wide range of customer inquiries, significantly reducing the burden on human agents.
The integration of multichannel capabilities allowed clients to streamline conversations across various platforms within a single interface, ultimately enhancing the overall customer experience.
Matteo Fontana
Growth Manager @ Key-One
Tiledesk’s AI agents have been highly effective in delivering immediate and accurate responses. Their ability to handle a wide range of requests autonomously has led to a 70% decrease in ticket volumes, a 50% reduction in response time, and a 60% increase in first-contact resolution.
Impressive results
Thanks to the successful implementation of Tiledesk, Key-One was able to transform its customer’s service model into a more efficient, responsive, and scalable system.
The time saved through automation allowed the team to focus on more complex issues, leading to increased customer satisfaction and loyalty.
Additionally, the cost savings enabled the company to reinvest in other areas of growth.
On average, Key-One’s customers experienced the following significant improvements after implementing Tiledesk:
- 70% fewer tickets: Bots effectively handled user inquiries by leveraging the company’s knowledge base.
- 50% faster response times: The average time taken to address customer inquiries was significantly reduced.
- 60% improvement in first-contact resolution: More issues were resolved during the initial interaction.
- Customer satisfaction above 95%: The enhanced service experience led to consistently high customer satisfaction rates across all clients.
- 20% higher visitor conversion: The streamlined customer service process contributed to a higher rate of website visitors becoming customers.
We at Tiledesk are thrilled to see how businesses save on costs and automate conversations with our platform.
Tiledesk Design Studio is a no-code platform that allows you to create and launch AI agents and bots in minutes.
Thank you for reading about Key-One’s success story; we hope you found it insightful.
Are you ready to transform your customer service? Schedule a demo today and explore the possibilities.
