Meet Max and Kane
Max is the Chief Merchant, responsible for overseeing customer service, ensuring smooth operations and strategic management. Kane is the Customer Service Manager in charge of the department's day-to-day operations. Together, they lead a team dedicated to providing exceptional support to Primary Arms customers.
The challenge
Primary Arms is known for its firearms expertise, with agents offering detailed comparisons and product advice. However, due to rising demand, they were stuck answering repetitive questions rather than focusing on these high-value interactions.
The company relied on email and phone as its main channels of support. While they offered a small FAQ section, customers found it ineffective and wanted to speak to an agent instead.
At first, Primary Arms tried extending their customer service hours, but this approach was costly and unsustainable. Worse, they still faced long response times and a growing ticket queue even with these new hours.
With one of its busiest seasons fast approaching, Primary Arms needed to make a change to continue delivering the exceptional customer experiences it was known for.
They wanted to add an AI-powered automation solution to their team. One that could:
- Automatically resolve incoming tickets without the need for agent intervention
- Streamline communication channels to eliminate multiple transfers
- Improve efficiency for better response times and customer satisfaction
- Unlock data-driven insights to identify trends, pain points, and customer expectations
“Before Zowie, we relied on email and phone support. We had no chat capabilities. Chat has made a huge difference for us.”
The solution
Primary Arms added Zowie, and the team was immediately impressed with the results. It took less than 1 hour to transform their knowledge base into an AI-powered chatbot using Zowie’s generative AI capabilities.
Instantly, they had an engaging, helpful solution that could answer repetitive questions and offer detailed product comparisons.
What’s more, with Zowie, Primary Arms has achieved a(n):
- Single place for all customer data, previously spread across multiple systems
- Easy way to track automation performance and identify areas for improvement
- Reduction in transfer rates, with customers being sent to the right agent the first time
- Option to proactively reach out to customers and clear issues
Today, Primary Arms can respond to customers faster while giving agents back the time to handle high-value interactions effectively.
Furthermore, Zowie collects valuable data and feedback from each conversation. Primary Arms is using this data to improve automation rates and better train new agents on common questions, which has improved ramping times.
By offering a self-service option their users enjoy, they now have a scalable solution that has helped them cut back on hours and allows agents to serve as true product experts.
“Zowie has dazzled us every step of the way. We onboarded fast, and maintaining and improving the chatbot is simple."
— Max Cowsert, Chief Merchant
The result: Unmatched efficiency and customer satisfaction
With Zowie, Primary Arms has transformed its customer support. Today, the chatbot does the work of 9 agents and fully answers 84% of customer questions.
In addition, new workflows have further improved productivity by automatically sending the remaining tickets to the correct team based on the type of question and level of expertise required. Now, customers get the information they need, and agents aren’t wasting time redirecting tickets.
Zowie helps Primary Arms get more done every day. This boost in productivity eased their need to hire more agents and even let them cut back on hours — they no longer have to staff 7 days a week.
By partnering with Zowie, Primary Arms has seen key results that include:
- 84% of chats fully resolved without the need for agent intervention
- 50% reduction time in agent training
- 98% question recognition rate
- Zowie handles the workload of 9 agents (and counting)
Primary Arms has a comprehensive AI-powered solution that not only improves efficiency in its daily operations but can also scale to effectively handle its busiest times of the year.
“We went from Black Friday to what seemed like a normal Monday after all was said and done. If we didn’t have Zowie, we wouldn’t have survived the holiday shopping season."
— Kane Koite, Customer Service Manager
Revolutionize retail support with AI automation
Primary Arms revolutionized its customer service by integrating Zowie's AI-powered solution, turning the holiday rush into its most successful season yet.
Don't let inefficiency and overwhelmed support teams get you down. Use Zowie to improve your customer experience, reduce response times, and turn service challenges into opportunities for growth and customer loyalty.
“Zowie has helped us focus on the conversations that truly matter, reducing costs and increasing efficiency across our business. Armed with this insightful data, I expect to resolve customer issues before they even reach our doorstep."
— Max Cowsert, Chief Merchant
Discover what’s possible with Zowie. Book a demo today.