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Use Case

Black Friday

Industry

Retail

Solution

Chatbot with Google Dialogflow

Regional Leader in the
e-commerce Industry

A leader in e-commerce industry was challenged to manage their traffic during Black Friday. Despite expanding their call center team, they were stuggling to handle all the customer inquiries due to sudden increase in shoping volume. As a solution, CCS designed a Chatbot using Google’s Dialogflow to automatically handle repetitive requests.

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60% increase in efficiency

Agents handle fewer redundant queries while focusing on those that require critical and human interaction

42% increase in order tracking efficiency

Better online tracking of customer orders

AI-Synchronized voice & chat functionality

Dialogflow unified customer engagement through chatbot and inbound calls

Experiencing high traffic during Black Friday, a regional e-commerce leader couldn’t deal with the sudden change in shopping volume. Increasing the number of representatives alone was insufficient to handle all customer queries, with agents left overwhelmed. Call Center Studio delivered a tailored solution that eased the process of customer service delivery.

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Call Center Studio is the right address for fast solutions and process integrations! Their unmatched support & consultation helped us get the latest technologies and strategies for a call center.
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Decathlon

Customer Service Supervisor

Call Center Studio’s innovative and solution-oriented approach, technology, and experienced team are the basis of our successful projects. This adaptation & dynamism makes our work very comfortable.
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eBay

R&D Manager

Call Center Studio showed us what a true partnership means during the pandemic. Their proactive, friendly, and customer-oriented approach helped us navigate these unprecedented times.
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