Instead, simple, repetitive questions were removed from the queue and customer service agents began focusing on more complex issues that demanded their attention.

Not only did the addition of chatbot functionality change the nature of work in Kross’ customer service team, but it also expanded their virtual availability. Instead of being confined to business hours, Kross was now able to engage with customers at any time of the day. 

They also quickly recognized that Zowie’s language capabilities would be a huge asset as well. By offering automated chat replies in many of Zowie’s 60+ languages, Kross was able to offer more personalized service across more markets and support their ambitious international growth goals.

But Kross soon discovered that the introduction of automated chat brought other, equally useful benefits they were not expecting. 

Kross realized that the questions customers asked on chat were in fact an unfiltered look at what was most important to them. Each question received on chat was like a live insight into what was on customers’ minds. By gathering customer questions written in chat, Kross was gaining valuable market intelligence. 

But an even more impressive effect of chat automation took a bit more time to reveal itself. As mentioned earlier, since automation took care of simple, repetitive questions, Kross’ customer service agents were able to devote more time to having conversations with customers. 

This meant that they gradually became more like advisors and product experts than conventional agents answering questions about orders and returns. By giving expert advice, they became a key touchpoint in the customer journey. Customer service agents began to play an important role in the buying process—recommending models, accessories, and other items and taking the time to talk to customers to get to know more about their needs. 

In other words, customer service agents at Kross became an even more valuable part of the team. In many organizations, customer service departments are treated like a necessary feature that doesn’t add much value. CS teams cost money, but they don’t contribute much in terms of generating revenue, helping customers along a conversion path, or promoting the brand as ambassadors or experts. 

Chat automation helped change all of that at Kross.

At Kross, the customer service team became an integral part of the company’s core mission to provide a great customer experience. Now, the CS team adds value, creates leads, makes customers happy, and welcomes them into the world of Kross bicycles. 

And all because chat automation gave them the time to do this by answering repetitive, time-consuming questions. Rather than becoming a threat to their positions, chat automation made the CS agents more satisfied with their jobs and turned them into an even more valuable part of the Kross team. 

Chat automation became a kind of teammate in the effort to provide the best customer experience possible while moving the company forward.

Ironically, by focusing their work on fewer customers, Kross’ customer service team became better and learned more about the company and its products. That meant greater job satisfaction for them and the pride that comes with knowing you’re making a vital contribution to the success of your company. 

Want to see how Zowie can deliver the same benefits to you? Book a demo today and start thinking about happier customers, a more effective customer service team, and cost advantages in your business!