Success story
Retail Chain Deploys 24/7 Support with AI Chat
UrbanFash, a leading UK-based retail chain, cut return-related queries by 45% after deploying LeoBrain's AI customer support chatbot, significantly improving customer service quality and reducing staff load.
Industry Type
Retail
Location
United Kingdom
Number of employee
2,000+
Introduction
Managing high volumes of in-store queries across multiple locations strained UrbanFash's customer support team. To maintain service quality and reduce return-related friction, they implemented LeoBrain’s AI customer support chatbot across all stores. Within months, they streamlined conversations, delivered faster query resolutions, and saw a 45% drop in returns-related inquiries.
Challenges Faced
High Return-Related Queries
The high volume of repetitive return-related questions at checkout counters led to delayed service, affecting customer experience.
Long Response Times
Excessive wait times for basic support during peak hours resulted in customer frustration and a negative brand experience.
Inconsistent Messaging
Varying return and exchange policies across stores confused customers and undermined trust in the brand.
Language Barriers
Staff was unable to provide accurate support for non-English-speaking customers, which led to gaps in service.
Limited Staff Bandwidth
Store associates struggled to manage support queries while handling in-store customers, especially during high traffic periods.
Low Customer Satisfaction
Slow response times and incomplete answers resulted in reduced customer loyalty, fewer referrals, and lower repeat purchase intent.
Solutions
24/7 AI Support Chatbot
The AI-powered chatbot instantly addressed return-related queries, offloading repetitive tasks from store staff.
Real-Time Query Resolution
Automated responses to FAQs ensured faster customer support, especially during busy hours, leading to higher customer satisfaction.
Unified Knowledge Base
A centralized knowledge base maintained consistent return and exchange policies across all stores, improving message accuracy.
Multilingual AI Messaging
The chatbot supported over 50 languages, helping UrbanFash serve a diverse customer base and bridge language gaps.
Workflow Automation for Support
The chatbot handled routine inquiries, allowing store staff to focus on more complex customer needs.
Customer Feedback Analytics
The AI chatbot captured and analyzed interactions, providing insights that guided further improvements in customer service.
LeoTalk completely transformed our in-store experience. The AI chatbot handles 70% of product queries instantly and helped us cut return complaints significantly. Our frontline staff now focus more on creating delightful shopping experiences rather than handling repetitive support tasks!
Rachel Moore
Conclusion
By adopting LeoBrain’s Conversational AI, UrbanFash significantly streamlined customer engagement across its outlets. Instant support, multilingual service, and automated query handling not only reduced returns-related complaints by 45% but also boosted overall brand loyalty. This proves that scalable AI support is essential for delivering seamless in-store experiences today.
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