AnsweriQ’s Robo Assist Enables Freshly to Reduce Customer Service Response Times by 90% Utilizing Artificial Intelligence (AI) and Robotic Process Automation (RPA)
AnsweriQ, a leading provider of intelligent automation for customer service, announced the availability of its product, Robo Assist, which enables single-click automation for agents – a new offering that uses AI and RPA to resolve cases. Single-click automation empowers the agent to automate mundane and repetitive scenarios like refund processing, account management, service upgrade, invoice reconciliation, inventory lookup, and many more.
Freshly, a wellness company that delivers fully-prepared, healthier meals to customers weekly, has partnered with AnsweriQ to improve its customer service efficiency and experience. Freshly’s mission is to modernize healthy eating by providing freshly made, nutritious meals that don’t require cooking, cleaning, or a lot of time.
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Freshly’s rapid growth after national expansion this year requires the team to continually focus on implementing solutions that give their customers immediacy, responsiveness, and consistent service across all channels. This is key to scaling Freshly’s customer service while maintaining a good user experience. Freshly has recently deployed AnsweriQ’s Robo Assist to scale their customer service and improve their customer experience while driving efficiencies.
“We are seeing significant growth in Freshly’s direct-to-consumer business as we expand to different types of customers and expand our hours of operation and our contact channels. So for us, the challenge is maintaining the gold standards of customer service, tight response times, and high CSAT as we grow. AnsweriQ’s Robo Assist using AI & RPA fully automates our customer service order cancellation process. What used to take five to seven minutes of an agent’s time now takes us less than 30 seconds with single-click automation. It integrates seamlessly with Zendesk, our CRM platform, and works across all of our channels whether a customer emails, chats or calls us,” said Colin Crowley, VP of Customer Experience at Freshly.
Since implementing AnsweriQ’s Robo Assist, Freshly has seen a 90% reduction in handle time and an 11x improvement in agent productivity. Further, this allows Freshly’s customer service team to address and resolve time-sensitive requests from customers and also handle spikes.
“Like Freshly, leading subscription services like Dollar Shave Club, BarkBox and StitchFix offer increased personalization, and ease of use via an automated experience. For these businesses, you cannot separate the customer experience from the product. AnsweriQ’s AI-based intelligent automation provides speed, increased solve rates for customer service, lower-cost, consistency and improved customer experience. The power of AnsweriQ’s AI along with RPA delivers single-click automation that takes a critical next step in enabling us to fully automate the handling of customer service,” said Pradeep Rathinam, Founder and CEO of AnsweriQ.
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