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While lots of people are talking about AI The Edit LDN have been reaping the benefits of using AI ince 2023. They created their own AI Chatbot using K-Chat, a Shopify integrated AI Chatbot, to automate customer support queries for their shopify site. The result is cheaper, faster customer service and higher conversion rates, all while enhancing the customer’s e-commerce experience.
Key Results and Benefits
Questions handled fully by AI: 80% of queries successfully answered by the AI chatbot
Cost savings: 88% reduction in customer support costs.
Increase Add to Basket: 21% driving higher revenue & happier customers
About The Edit LDN
The Edit LDN is a premium global omni-channel marketplace for Limited Sneakers, Streetwear & Luxury Items. Connecting Buyers & Sellers online, with a Shopify site and with 4 retail concessions in Harrods (London), Galleries Lafayette (Doha), Harvey Nichols (Riyadh), & De Bijenkorf (Amsterdam). Selling both New & PreLoved. They have built a luxury clientele, elevated service and a strong community, to penetrate the sneaker and streetwear resale space.
The Edit LDN has achieved 267% growth year on year and has become one of the world’s leading sneaker marketplaces in just 3 years.
The Problem - Scaling customer service at the pace of growth
As The Edit LDN experienced rapid growth becoming the dominant sneaker reseller in the e-commerce sector, their customer support team faced several significant challenges:
- Overwhelming Customer Queries: The surge in customer inquiries, especially regarding order tracking, overwhelmed the existing support team. This was exacerbated by customers frequently seeking updates via email, leading to a capacity issue.
- Inadequate Chatbot Functionality: The existing Gorgias chatbot lacked the ability to automate responses effectively. Most customer interactions defaulted to live chat, requiring real-time engagement from the already overburdened support team.
- Delayed Response Times: The high volume of queries and reliance on live agents led to delayed responses. This not only impacted customer satisfaction but also strained the team, as they struggled to maintain timely and efficient communication.
The Solution - AI automation personalised to their brand
The Edit LDN was determined to uphold its status as a high-end luxury brand by offering prompt and effective customer support. They achieved this by creating a custom AI chatbot, with K-Chat. This sophisticated AI chatbot, integrated with both their Shopify platform and backend systems, provided several key advantages:
- Dynamic Query Handling: The AI chatbot successfully answered 80% of customer queries, including diverse topics like discounts, sizing, shipping costs, and order tracking, enhancing interaction quality.
- First Line Support Efficiency: The AI chatbot effectively managed initial inquiries, allowing human agents to focus on more complex issues.
- Enhanced Support Capacity: The AI chatbot handled a message volume 13 times that of a human agent, significantly increasing support capacity and maintaining high customer care standards without additional staffing.
- Operational Insights and Cost Efficiency: The analysis of interactions led to a continuous refinement of operations and strategy, with an 88% reduction in support costs due to AI implementation.
The Outcome - Next day fully operational AI Chatbot
The integration of K-Chat AI chatbot into The Edit LDN’s operations led to significant improvements:
Efficiently Scaled Customer Support: The AI agent's ability to handle a volume equivalent to 13 human agents allowed The Edit LDN to expand their support capabilities significantly. This resulted in an 88% cost reduction in customer support, without compromising service quality.
Improved Operations: Leveraging the 80% success rate in automated query handling, the insights gained from chat interactions were instrumental in driving targeted improvements in both operations and customer service strategies. These outcomes not only streamlined The Edit LDN’s support system but also enhanced their overall operational efficiency and customer satisfaction.
Testimonial - Happy Founder Moses Rashid
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