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The Challenge
RetailNext's support team was overwhelmed with repetitive queries about order status, returns, and product information. Response times were suffering, and customer satisfaction scores were declining.
Our Approach
Analyzed 6 months of support tickets to identify common patterns and queries
Built an AI chatbot trained on their knowledge base and product catalog
Implemented intelligent routing to escalate complex issues to human agents
Created a feedback loop to continuously improve response accuracy
Technologies Used
Results
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“Our customers get instant answers now, and our support team handles the interesting problems instead of copy-pasting the same responses.”
Michael Torres
Head of CX, RetailNext