Wunderkids has deployed Tidio’s AI powered chatbot to accelerate its customer service. The small team behind the online retailer of high end baby play matts had struggled to respond to a high volume of product-related customer queries,
Wunderkids’, quickly identified Tidio, a customer support app that is tightly integrated with Spotify, as a solution. Tidio’s AI-powered chatbot provided Wunderkids with the option to automate its chat function quickly.
“The reason I chose Tidio is I was looking for an AI solution that would act like a sales representative for my store,” said Kate Suh, co-founder and VP of sales and marketing, Wunderkids.
Getting the AI chatbot up and running in a week
Wunderkids got its AI chatbot working within a week, due to the very specific, product-related customer queries it’s typically asked. “People basically ask the same question, whether they are asking about ‘a chemical’, ‘b chemical’ or ‘c chemical’,” explained Suh.
The online retailer’s accelerated rollout was also enabled by its well structured database. “What helped us to get the most out of this was that we already had a very clean database and we could just upload. It was very easy — it took less than a week!,” Suh added.
Tidio’s chatbot is already deflecting between 75-and-80% of all enquiries, which enables the team to focus on “important difficult questions”, said Suh.
Tidio AI email system boost productivity
Wunderkids is also started piloting Tidio’s AI email system. The AI-powered app scans emails to the website and automatically responds to those it can answer. Those it cannot answer, it forwards to Suh and her team. “We now spend the time on crafting really good emails to those people who want something [very] specific,” she added.
Tidio’s email application helped the firm, run by Suh and her husband, to enjoy a relatively quiet Black Friday. Wunderkids had seasonal offers to encourage multiple purchases, but what really ramped up were product research enquiries from prospective clients.
With Tidio managing a lot of the emails, the team “was very calm”, said Suh.
Wunderkids’ customer service challenge is indicative of how changing customer behaviour is challenging online businesses to respond quicker, to more detailed enquiries. According to Marius Laza, chief customer officer, Tidio, AI-powered chatbots are increasingly replacing the traditional search function on websites.
Customers just want to ask the chatbot
“People are becoming more inclined to just ask the chatbot ‘how do I do this’”, rather than use a site’s search function, explained Laza.
For example on the Wunderkids website, clients used to read through the frequently asked questions (FAQ) section to find the information they needed. Now, they just want the answer, and as quickly as possible.
“Three years ago people used to read the FAQ pages, safety reports and certificates,” said Suh.
“But now people don’t want to do that any more. They want to be fed [answers],” she added.
