Multinational furniture brand drives seamless automation with Yellow.ai’s Zendesk integration

Channels

Use Cases

Store information, product promotions, FAQs

Challenge

Solution

Impact

Challenge

Inefficiencies in handling high customer query volumes with limited agent bandwidth

The client, with its extensive network of stores across Indonesia, faced an enormous challenge – an overwhelming number of customer queries coupled with limited agent resources. The need of the hour was to automate repetitive queries and streamline the system, freeing up agents to tackle more complex tasks. In addition, they were eager to tap into the vast customer base on WhatsApp, a popular channel in Indonesia, to drive business growth and foster customer loyalty.

Solution

24/7 customer service

Yellow.ai deployed a dynamic AI agent on Whatsapp that seamlessly integrated with the client’s Zendesk ticketing system, enabling them to provide shopping-related services at customers’ fingertips, without the need to download an additional app. Whether it is a query related to promotions, product availability, or anything else, customers could receive instant and accurate responses by simply initiating a chat in English or Bahasa.

Zendesk integration

By integrating the Yellow.ai platform with Zendesk, all tickets raised by support agents are automatically updated on the client’s Zendesk system, leading to greater visibility into agent performance. Agents can further prioritize the tickets based on urgency, and the Zendesk platform is updated automatically to reflect the most recent information.

Outbound awareness campaigns

Yellow.ai’s Conversational Commerce Cloud (CCC) has made it easy to create and launch outbound promotional campaigns on WhatsApp for generating and nurturing leads.Personalized campaigns help target the right segments at the right time.

Periodic insights

The client has access to periodic insights on conversation metrics like number of sessions, session duration, accuracy, etc., and agent metrics like average handling time, first response time and tickets resolved to track productivity and operational efficiency.