Man Matters scales up 3x by automating 70% of customer queries

Key challenges

In 2021, Man Matters experienced a remarkable threefold increase in growth within a mere six-month period. This surge in growth brought with it a unique set of challenges.

• Higher number of customer support tickets
• Customer drop-offs and loss of opportunities due to untimely responses to queries
  

Goals

• Scale customer support easily with the brand's rapid growth
• Increase sales from impulse shoppers on WhatsApp
• Provide instant, personalized responses in a set brand tone

The Solution

• LimeChat's human-level sales chatbot: To guide impulse shoppers coming on WhatsApp to purchase by responding instantly to queries
• LimeChat's support automation chatbot: To instantly and automatically handle post-purchase support tickets
• LimeChat's eCommerce-focused Omnichannel Helpdesk: To manage customer conversations and orders across channels quickly and efficiently

The Results

• Automated responses by 70%‍
• Reduction in agent overhead cost by 60%
• Reduced First Response time from 20 minutes to 3 seconds
• ‍Reduced Average Resolution time from 50 minutes to 1 minute