founderJane
We’ve been struggling with increasing customer support requests, which were eating up our resources. After months of trial and error, integrating a custom chatbot reduced our support costs by 60%. Anyone else seeing similar results?
techGuru89
That’s impressive, Jane! What platform did you use for your chatbot, and did you build it in-house or outsource? We’re looking to optimize our support as well.
founderJane
We built it in-house using Dialogflow. The key was training it on the top 25 customer queries that accounted for 80% of our volume. Once we addressed those efficiently, support tickets dropped dramatically.
vcInvestorSam
Smart move focusing on the most common queries. How did you handle more complex issues that the chatbot couldn’t solve?
founderJane
Great question, Sam. For complex issues, we set up escalation protocols where the chatbot transfers the conversation with all the context to a human rep. This keeps the customer experience smooth.
productManagerLiz
Did you face any resistance from your support team when introducing the chatbot? We’re worried about pushback from our agents.
founderJane
Initially, yes. But once our team saw that it allowed them to focus on high-impact issues rather than repetitive queries, they embraced it. Training sessions and showing how it improved their workflow helped a lot.
innovatorAlex
Interesting approach, Jane. I’m curious about the metrics you used to measure success? We’re currently defining KPIs for our bot project.
founderJane
We focused on response time reduction, resolution rate, and customer satisfaction scores. Post-launch, we saw a 70% improvement in response time and a 30% increase in customer satisfaction.