Creating a scalable customer service that can operate 24/7 and guide users towards the sales funnel was a challenge for Premiata.us – the American branch of Premiata, an Italian luxury brand.
Premiata is a well-known e-commerce platform with a focus on the US market.
As a fast-growing company, they were receiving the same questions repeatedly. To make their customer service more efficient and reliable, they consulted with TTM Studio, an innovative digital agency.
After evaluating various customer service platforms, TTM Studio chose Tiledesk to automate Premiata’s business conversations.
Alberto Di Marco
E-commerce Specialist @ TTM Studio
We chose Tiledesk as our preferred platform to assist our client, Premiata, in addressing their challenges with redundant customer inquiries. This decision was influenced by the positive testimonials of others. Also Tiledesk support team stands out for its remarkable responsiveness and accessibility, along with their well-defined services.
Premiata’s challenges:
Premiata faced several challenges in their customer service operations:
- Inundated with requests: As Premiata experienced rapid growth, they were overwhelmed with customer requests every day.
- Manual handling of returns and refunds: The process of handling returns and refunds was still manual, which was time-consuming and inefficient.
- Time zone difference: The time zone difference between Italy and the US made it challenging to provide prompt responses to their US customers.
Adding to these challenges, each customer service team member spent at least an hour each day handling manual requests. This was not only inefficient but also a significant drain on their resources.
Implementation Process:
TTM Studio developed an AI agent for Premiata in just two weeks. They conducted an initial demo session with our team to familiarize them with the system.
Development and training of AI Agent:
The primary need was for an AI agent to handle repetitive inquiries and those outside of office hours. To meet this need, the entire website content was loaded into Tiledesk’s knowledge base, along with additional resources such as PDFs and text files. This enabled the AI agent to respond to user needs based on the knowledge base and guide users towards the sales funnel.
Filtering user inquiries:
AI (ChatGPT task) was utilized to detect and classify question types, redirecting them to the appropriate department, whether it was sales, pre-sales, or support. A specific bot was then activated to assist users, and in cases where human intervention was needed, the bot automatically transferred the conversation.
Monitoring and enhancement:
The AI agent’s responses were monitored to identify content gaps. It was noticed that Premiata’s website lacked some pieces of content. Each time the bot couldn’t find the appropriate content to answer a user, it created a new task on Trello and emailed the content team to make them aware.
After two weeks, new pieces of content were added, which significantly improved the precision of the AI agent’s responses.
Alberto Di Marco
E-commerce Specialist @ TTM Studio
The implementation process was both swift and straightforward, largely due to the exceptional support provided by the Tiledesk team.
The platform is user-friendly and bears similarity to many other tools we’ve used, which made it feel instantly familiar to us.
Results – AI Agent Perfectly Answers 90% of Inquiries
The implementation of Tiledesk led to significant improvements in Premiata’s customer service operations:
Massively save human agent time:
Thanks to Tiledesk’s AI Agent, Premiata was able to save over 80% of human agent time by leveraging conversational AI to respond to its customers.
Automating customer support:
With the introduction of the AI agent, only two questions per week required human intervention. The AI agent was able to perfectly answer 90% of inquiries, leading to a boost in efficiency and significant time savings.
24/7 support availability:
The bot provided round-the-clock support, ensuring that customer queries from the US – the main market for Premiata, were addressed promptly at any time of the day.
Personalized support:
AI agents are capable of conducting truly customized and user-friendly conversations based on the company’s knowledge. This makes users feel valued as they can receive tailored solutions to their needs and get their answers much faster compared to traditional ticketing systems.
Increased sales and customer satisfaction:
For Premiata, there has been a monthly increase in sales. The ability to always answer common inquiries led to an overall boost in Customer Satisfaction (CSAT). Additionally, the human agents were able to save a lot of time, which they could use to provide better support to potential users and convert them into buyers.
Alberto Di Marco
E-commerce Specialist @ TTM Studio
I definitely recommend Tiledesk to e-commerce businesses striving to outpace their competition. We were able to automate 90% of Premiata customer inquiries, which saved them costs and massively freed up human agent time.
Nothing can make us happier than seeing our customers leverage our services to make a positive impact on their business conversations. Without automation, your human agents’ time is wasted as they must allocate valuable time to answering repetitive questions.
Do you want to achieve the same results for your business?
Let’s schedule a demo and discuss your needs.
