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Case Study

Customer Loyalty and Retention Problems Solved with AI Chatbot

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 They found their existing CRM was outdated and failed to meet their business needs on the backend when it came to supporting their customers’ needs.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
  • Freed up customer service representatives to field sales leads and more in-depth inquiries

Did you know…?
The use of chatbots cuts customer service costs by 30%-1

30%

The use of chatbots cuts customer
service costs by 30%
(Source: IBM)

Chatbots can answer 80% or more of customer inquiries-1

80%

Chatbots can answer 80% or
more of customer inquiries
(Source: IBM)

More than 69% of people prefer getting answers from chatbots-1

69%

More than 69% of people prefer getting answers from chatbots
(Source: Drift)

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