Cairocart Improves Average Response Time and Resolution Time with Verloop.io’s Co-pilot for Support

TL;DR

• Cairocart faced a significant challenge in handling the high influx of customer queries. 
• Verloop.io’s Generative conversational AI solution enabled Cairocart to automate personalised and coherent responses to customer queries across various platforms.
• The AI-Tone Adjustment helped the support team adjust the tone of the responses to match customer sentiments, leading to more positive interactions.
• The AI-Expand and AI-Rephrase enabled agents to provide more in-depth and accurate responses to complex queries. 
• The AI-Summary allowed agents to quickly summarize long customer conversations, enabling them to provide faster resolutions to queries. 
• Cairocart’s adoption of Verloop.io’s conversational AI solutions led to a significant reduction in the burden on the support team and improved customer satisfaction levels.
• Generative AI features enabled Cairocart to reduce its average response time and resolve more queries than before.

The advent of generative AI has disrupted the tech industry, as businesses seek to optimise their workflows with its diverse applications. In the e-commerce support sector, managing a vast array of customer queries can be daunting, leading to a decline in customer satisfaction rates. However, generative AI presents a viable solution, enabling support agents to streamline their workload and respond to customers with automated, coherent responses and conversation summaries. One of our clients, Cairocart, was among the first to embrace our generative AI features. 

Join us as we explore why and what they achieved.

About Cairocart

CairoCart is an integrated electronics store based in Egypt, founded in 2015 by Sherif Ashraf and Ayman Magdy under the parent company Cairo Cart. With a commitment to delivering a distinctive shopping experience, CairoCart is dedicated to providing its customers with a hassle-free shopping experience, offering assistance with product queries and resolution. The company is focused on ensuring customer satisfaction by providing high-quality products and exceptional customer service. CairoCart has emerged as a leading e-commerce platform in Egypt, with a diverse range of products and an easy-to-use online platform, making it the go-to destination for electronics shoppers.

Challenges

Cairocart, the integrated electronics store based in Egypt, faced a considerable challenge when it came to handling customer queries. With a high-density of customer base, Cairocart found it challenging to maintain high levels of customer satisfaction due to the overwhelming flow of queries. 

To address this issue, the company implemented Verloop.io’s conversation AI solution across various customer-facing platforms like WhatsApp, Instagram, Website, and Facebook. The solution automated personalised responses to most repetitive queries( 50K+ queries), resulting in significant relief to the support team.  

Learn more about it here: https://verloop.io/case-studies/cairocart/

However, Cairocart realized that for complicated queries, the chat had to be transferred to agents, who struggled to collate customer data and respond promptly. As a result, Cairocart wanted a solution, enabling its agents to respond swiftly to complex queries.

Solution

Verloop.io’s Gen AI tools, Copilot for Support including AI-Tone Adjustment, AI-Expand, and AI-Rephrase, enabled Cairocart to automate personalised and coherent responses to customer queries, resulting in improved response times and customer satisfaction. 

The AI-Tone Adjustment feature helped the support team analyze customer sentiments and adjust the tone of the responses accordingly, leading to more positive interactions. AI-Expand and AI-Rephrase enabled agents to provide more in-depth and accurate responses to complex queries. The AI-Summary feature allowed agents to quickly summarize long customer conversations, enabling them to provide faster resolutions to queries.

Cairocart’s adoption of Verloop.io’s conversational AI solutions resulted in a significant reduction in the burden on the support team and improved customer satisfaction levels.

Results

Average Agent Response Time Reduced

By using Verloop.io’s Generative AI Copilot for Support tools, agents were able to reduce their average response time by 55.8%. With the help of AI-summary, agents no longer needed to sift through the entire chat conversation. They could simply click on the summary button to get a brief overview of the conversation, which saved them time and allowed them to respond to customer queries more quickly. They could also use AI-language features to rephrase, expand, or change the tone of the message without having to think about it.

Number of Queries Resolved per Month Increased

By implementing Verloop.io’s generative AI features, Cairocart experienced a 41.31% increase in the number of incoming queries they were able to handle. Before using these features, they were able to resolve around 9K queries per month, but with the help of Verloop.io’s co-pilot for support suite, AI-tone adjustment, AI-expand, AI-rephrase, and AI-summary features, their agents can now resolve over 13K queries per month. This improvement in query resolution has enabled Cairocart to provide better customer service and handle a larger volume of customer queries.