Neopost USA, a leading business Communications automation company, instantly resolves 40% Of its Inbound Support Tickets, Using ServiceNext

    Neopost USA, a leading business Communications automation company, instantly resolves 40% Of its Inbound Support Tickets, Using ServiceNext

    About Neopost

    Neopost USA provides mailing machines, business communications management, and shipping hardware and software solutions.

    Neopost USA, a leading business Communications automation company, instantly resolves 40% Of its Inbound Support Tickets, Using ServiceNext

    The Challenges

    With their customers demanding fast, reliable service and accurate answers, Skoda’s support department was struggling to keep up with customer expectations. Tasked with fixing their customer problems “now,” with a limited support staff, Neopost turned to Servicenext in November 2017 to provide an effortless self-service experience for its customers.

    • Improve CSAT with24/7, Zero Wait & Effortless Service
    • Provide Instant Resolutions
    • Reduce Ticket Volume
    • Build Customer Loyalty and Reduce Churn

    The Solution

    Servicenext developed and deployed a Voice Bot with impressive scaling

    • Turn-key solution – 8 Week Packaged Implementation Build, Implement, Train, Test and Maintain
    • Pay-per-use pricing model
    • Expert Bot design and training services which assure business outcomes/RoI
    • Future proofed AI solution built on Oracle OMEC, Twilio and others

    The Result

    Below are some of the instant business transformation metrics after adopting the Chatbot:

    • Self-service rate increased by 21.9%
    • Agent deflection by 32.4%
    • Support efficiency increased by 31.27%
    • Calls per day increased from 1800 to 2200 reducing the wait time to zero
    • Agents deployed were reduced from 40 to 18.
    • Concurrent calls were drastically improved from 40 to 1800.
    • Average Hold Time reduced from 10 mins to 3.5 mins, hence improving the call rating from 3.9 to 4.5

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