Premier Packaging
Customer Loyalty and Retention Problems Solved with AI Chatbot
INDUSTRY
Manufacturing
CLIENT
Premier Packaging
Overview
Premier Packaging, a US based manufacturer of packaging materials, found itself struggling with high customer churn. They found their existing CRM was outdated and failed to meet their business needs on the backend when it came to supporting their customers’ needs. The lost loyalty and retention were partially due to poor customer service stemming from delayed response times and difficulty tracking order status, pricing, and product information. They worked with rSTAR to add an AI chatbot that helped solve these challenges, which turned disgruntled customers into raving fans and improved retention and loyalty.
In this case study, you will learn:
How the implementation of an AI chatbot improved customer service response time
How the company was able to reduce hold and wait time, and improve customer retention and loyalty, too
AI Chatbots Turned Unhappy Customers Into Raving Fans
Challenges
Spotty customer engagement and disappointing customer service experience
Lack of customer engagement capabilities and low customer experience ratings
Delayed response time from sales reps
Difficulties tracking order status, pricing, and product information on the customer side
High churn rate due to lack of customer interest
Goals
Accelerate customer service requests to the appropriate department by capturing initial information via chatbot and eliminating the need for unnecessary human interaction
Eliminate delayed response times by diverting customers swiftly and accurately
Free up customer service representatives to field sales leads and more in depth inquiries
Results
Accelerated customer service requests to the appropriate department by capturing initial information via chatbot and eliminating the need for unnecessary human interaction and the possibility of delayed response
Eliminated delayed response times by diverting customers swiftly and accurately
Eliminated hold times for outage reports & updates by 100%
Did you know…?
30%
The use of chatbots cuts customer service costs by 30%
(Source: IBM)
80%
Chatbots can answer 80% or more of customer inquiries
(Source: IBM)
69%
More than 69% of people prefer getting answers from chatbots
(Source: Drift)
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