Answer Ai

A case study we worked on with Rob from Rug Love. Rug Love was one of our earliest customers and has been with us for 10 months now. A quick check this morning showed that their first-time answer rate yesterday was 100%. We’ve worked with Rob over these months on implementing improvements to the app that he suggested, and his attention to detail on the knowledge side for the assistant has allowed him to transform his support and sales operation into a place where he can focus on the important and enjoyable aspects of growing his business. As a solopreneur, he would admit that things got on top of him at times. He now occasionally dials into our weekly check-ins – which he never misses – from the gym. I’m not sure we could have a better example of the trust in a product if I made it up ??. Big wins like recently getting CK Homewear onboard demonstrate he's freed up time to do the important things. #shopify Shopify

Another week and another release. The release focuses on the same thing as always of driving up the customer satisfaction of our clients customers through first time answer rate. Open ended questions, where the customer believes the assistant has on page context, were going unanswered with a prompt for more context. Todays release eliminates that, and kicks off a drive we have for increased sales conversion as our assistant acts more like an always on sales assistant. Drop me a message if you would like a demo.

We hit a key milestone last week: a client with a statistically significant number of daily chats (not just one or two per day) had zero unanswered queries. Moreover, the queries marked as unresolved were perfectly acceptable responses; the customer simply disagreed with the policy rather than the answer provided. Recent product improvements which isolate knowledge gaps more easily have helped the client achieve this. Nice work feeding through to engineers Ben Stanley. Drop me a message if you would like a demo.

Answer rate continues to move in the right direction, with unanswered queries consistently hovering below 10% across the customer base now. There's lots more to do though, not only in reducing the number of queries not being answered but also improving the richness of the answers provided to drive customer purchases. The completeness of retailers' knowledge bases continues to be the main driver for answer rate. I think the scale of different queries customers have has surprised some of our clients now that they have a clear view of it for the first time. There is more to giving a great response than just order, refund and product queries plus a few FAQs. Customers can sometimes require a lot of information before they purchase.

We've been working with www.harperkendall.com a number of months now, and regular check ins have resulted in a number of ideas from Zaq improving the product for them and others. The most recent this week. #shopify

Subtle update today which dramatically increases the readability of responses. The responses are now formatted real time in HTML based on the content of the response. Previously we just returned a text block. All done on the fly by the Ai. One of the best outputs I've seen with this is where a user asks multiple questions in a single message and the the output formats each response answering the individual questions separately...Nice find from Chris this.

Final testing completed for a new feature going live next week which will allow our retailers to pinpoint how the assistant is performing for a given period and how they can improve its performance. For pure support responses, not the sales side, we are now at a point where technical improvements to the assistant only bring marginal improvement in response rate. The real big wins come from human input to the knowledge base, so our effort in the product is now on how we can make this as frictionless, and gamified as possible.

More flexibility added to the widget button design as per customer requests. I like this colour scheme with the Shopify test store

Great to be working with you Alice Leet-Cook and spending the time to help us improve the assistant with Ben Stanley. Lot's more opportunity to further improve things for your customers ?? ??