Challenge

$30M electronics company needed to scale customer support without proportional staff increases as technical customers demanded immediate access to complex product information. Phone-based support created bottlenecks during peak periods, frustrating customers and limiting sales.

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Strategy

Deployed chat system + trained team for multiple conversations + built data collection for future AI automation.

 

Result

Single team members could assist multiple customers simultaneously while building foundation for AI development. Customer service response time improved by 25%.