Success story
Digital Solutions Agency Resolves Up to 90% Queries with AI
TechHive, a digital solutions agency, faced increasing demands for improved and prompt client support across various platforms. LeoBrain’s in-built customer support software provided round-the-clock client assistance and achieved a 90% top 1-tier query resolution rate, enhancing client satisfaction and operational efficiency.
Industry Type
Technology
Location
Bristol, UK
Number of employee
60
Introduction
TechHive, a digital solutions agency, faced increasing demands for improved and prompt client support. LeoBrain’s in-built customer support software provided round-the-clock assistance, achieving a 90% top 1-tier query resolution rate, enhancing client satisfaction and operational efficiency.
Challenges Faced
Inconsistent Communication Channels
Managing client queries across email, chat, and social media led to inconsistent responses and delayed resolutions.
Limited Support Availability
Operating hours restricted the agency's ability to provide timely assistance to clients in different time zones.
High Volume of Repetitive Inquiries
Support teams were overwhelmed with recurring questions, diverting attention from complex client issues.
Inefficient Ticket Prioritization
Manual sorting of support tickets resulted in delayed responses to critical client concerns.
Lack of Insight into Support Performance
Absence of real-time analytics hindered the agency's ability to assess and improve support strategies.
Solutions
Centralized Intelligent Platform
LeoBrain’s customer support centralized client interactions, ensuring consistent and efficient communication across all channels.
24/7 AI-Powered Support
The AI customer support chatbot provided immediate responses to client inquiries, regardless of time or day.
Automated Response to Common Queries
LeoBrain’s AI tools addressed repetitive questions, freeing support staff to focus on complex issues.
Intelligent Query Handling
AI algorithms prioritized and directed top-priority queries to appropriate team members based on urgency and expertise.
Real-Time Support Analytics
The platform offered insights into response times, resolution rates, and client satisfaction, guiding continuous improvement.
Integrating LeoBrain transformed our client support operations. The AI customer support software enabled us to provide round-the-clock assistance, significantly improving our response times and client satisfaction. The automation of routine inquiries allowed our team to concentrate on more complex client needs, enhancing overall service quality.
Samantha Reed
Conclusion
By adopting LeoBrain's AI-powered SaaS solutions, TechHive revolutionized its customer support framework. The integration of AI in the IT industry not only improved efficiency but also elevated client satisfaction through prompt and consistent support. For agencies aiming to enhance their customer support capabilities, leveraging AI tools for your customer support team can be a game-changer.
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