Year
2024
Client
Elcykelpunkten
Category
AI Solution
Product Duration
5 Weeks
Elcykelpunkten is a leading player in the electric bicycle industry, seamlessly combining a robust e-commerce platform with a strong physical retail presence. Based in Stockholm, they offer a modern digital experience where customers can easily purchase high-quality electric bikes. Complemented by a network of physical stores that provide personalized service and professional assembly, Elcykelpunkten has achieved impressive growth by offering flexible delivery options and a user-friendly shopping experience.
With a growing customer base, Elcykelpunkten faced an increase in customer service inquiries that strained their lean organization. They needed to ensure that their expansion was both smart and efficient. The key challenges were:
Scalability: Handling an increasing volume of inquiries without compromising service quality.
Seamless Integration: Ensuring that the AI solution could work in tandem with their existing Zendesk ticketing system, so that unresolved inquiries are automatically forwarded, along with ticket numbers returned to customers.
Customer Experience: Designing a solution where customers aren’t penalized for choosing the optimal channel for the company, eliminating the need to resubmit their inquiries if a channel switch occurs.
Future Vision: Building a foundation for further enhancements, such as integrating order handling, history, and even voice-based support.
Ghostar developed a custom AI-driven chat solution tailored for Elcykelpunktens’ webshop to complement their customer service. The solution features:
Automated Inquiry Handling: The AI agent is designed to initially handle up to 30% of all customer inquiries, with a long-term goal to manage over 70%, thereby reducing manual workload.
Channel Strategy Integration: Inquiries that cannot be fully resolved by the AI are automatically forwarded to the Zendesk ticketing system, ensuring a smooth handover and preserving the customer’s reference number.
Seamless User Experience: Rigorous testing and verifications were performed to ensure flawless integration, so customers enjoy a consistent and uninterrupted experience regardless of the channel they choose.
Scalable Vision: The solution is built with future enhancements in mind, including potential integration behind the site’s login for managing orders, order history, and even voice support via phone.
