Our client
A leading global E-commerce giant.
The Challenges our client faced
As an e-commerce business serving a global customer base, our client faced increasing customer service demands:
- Customer agents had to deal with thousands of customer queries per day, related to orders, payments, and returns.
- At the same time, the company had to engage visitors to their website and convert them into buyers.
- The global nature of their customer base brought added difficulty, due to language barriers, time zone differences, and the need for 24/7 support.
The company attempted to manage all this using human agents alone, which put the agents under severe pressure. In turn, this slowed down response times and resulted in missed sales opportunities and frustrating, inconsistent customer experiences.
Our solution: Lola advanced AI conversational chatbot
We deployed Lola to act as a human-like shopping assistant to transform how the e-commerce business communicated with its customers. The chatbot was designed to handle high volumes of inquiries, deliver personalised shopping experiences, and support customers globally without any delays.
- Lola provided real-time assistance to customers by instantly answering questions about order status, returns, payment issues, or product availability.
- It boosted engagement and sales by proactively identifying customer needs and acting on them, including recommending products based on browsing behaviour, sending promotional offers and reminding customers of items left in their shopping cart.
- It provided 24/7 support and conversed with customers fluently in their native language.
- By automating repetitive queries and handling high volumes of inquiries simultaneously, it reduced the workload of human agents, allowing them to focus on complex cases.
- It allowed the company to cope with increased demands at peak times, without increasing headcount.
Initially, Lola was integrated with the company website to enable monitoring and fine-tuning, but it was then rolled out to WhatsApp Business Chat, various social media channels, email and SMS for omnichannel consistency. Across all channels, Lola provided an enhanced customer experience, leading to higher satisfaction rates, improved brand perception and stronger customer loyalty.
Results
The deployment of our Lola chatbot produced measurable positive outcomes:
- Average response times were reduced from 2-4 hours in peak periods to instant responses, resolving customer queries within seconds and reducing the support backlog by 60-70%.
- Lola’s proactive customer engagement resulted in a reduction in cart abandonment by 20-25%, while the conversion rate from website visitor to buyer increased by 15-20% during engaged shopping sessions.
- Instead of a large support team handling high-volume repetitive queries, Lola handled 60-80% of routine queries autonomously, reducing operational costs by 30-40%.
- The chatbot’s 24/7 multilingual capability enabled the company’s global customer reach to expand by 15-20%.
- Lola’s ability to capture conversation data in real-time enabled faster marketing decisions and increased sales opportunities by 10-15% through targeted communications.
Client comment
“Implementing Lola has completely transformed the way we interact with our customers. From day one, the chatbot reduced response times, handled high volumes of queries efficiently, and engaged our website visitors with personalised recommendations. We’ve seen a noticeable improvement in customer satisfaction, lower support costs, and increased conversions across our platform. Lola has not only streamlined our support operations but also provided valuable insights that help us make smarter marketing and business decisions. We’re excited to expand its capabilities further.”
Head of Customer Experience
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