How Kindly’s chatbot reduced Helthjem’s customer service queries by 30%
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Tracking follow-ups successfully answered by chatbot
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Fewer information requests routed to support agent
weeks
Time to deployment
“Kindly’s implementation team did all of the heavy lifting. I was amazed at how much attention we received, the follow-up that was provided, and the amount of help and support provided along the way. Kindly is an excellent partner with hands-on and accessible service, and we certainly felt that commitment and dedication.”
Helthjem needed an online logistics chatbot system to answer a new flood of customer questions
Helthjem is a Norwegian shipping and logistics company that delivers packages, magazines, and newspapers to customers. They also deliver freshly baked goods, a service developed with their sister company Morgenlevering and in partnership with select bakeries that allow consumers to place orders until 9:00pm. Food will then be delivered to the front door by 7:00am the following morning.
Since their primary business model is direct-to-consumer deliveries, Helthjem places great value on customer care to support their brand. Their goal is to provide the world’s best customer service, and they rely on our chatbot technology to achieve that goal.
The outbreak of the COVID-19 pandemic indirectly benefited Helthjem as demand for home deliveries skyrocketed with closures and lockdowns implemented across the globe. In 2020, the company experienced an increase in parcel volumes of 135%, doubling its market share in Norway to around 11%. At the same time, it led to a higher influx of customer questions regarding the status of their packages, estimated delivery times, return enquiries, and other common questions.
Logistically, most of the common questions fall into one of two camps: information and tracking. The customer service team can provide answers to these questions but because these are frequently asked enquiries, it made sense for the company to simplify how they respond to those questions. That meant incorporating Kindly’s chatbot technology into their customer service model.
“We can provide a lot of information about these two categories without having to be contacted on our website,” said Onshuus. “People want to know the exact moment that their package will arrive. A chatbot answers those questions without requiring members of the team to manually look for that information.”
A sophisticated chatbot to improve order tracking
Kindly’s chatbot includes a sophisticated API that integrates with Helthjem’s booking and tracking system, providing instant access to real-time data. The chatbot can deliver detailed answers to specific questions and give background information on things like order tracking and the status of shipments. Kindly’s chatbot is programmed to use plain language so that answers provide detailed, easy-to-understand information. It’s also powered by machine learning technology, enabling it to learn what types of questions customers ask at each stage of the process, and then automatically deliver the most appropriate answer to those questions.
Data-driven insights that enhanced Helthjem’s customer service
Data gleaned from the chatbot was a value-added benefit that gave Helthjem greater insight into its own tracking and shipping process. Those insights allowed the customer service team to offload work on the most frequently asked questions to the chatbot while reserving the time and bandwidth of personal reps for more difficult logistical inquiries.
Machine learning technology that delivers an exceptional customer experience
Helthjem chose Kindly because the great language technology is one of the few providers in the Nordics to learn the Norwegian language, which makes it easier to create really great chatbots. The added value was not only in customer support, but it enabled Helthjem to make the chatbot a strategic business priority and important for the brand to deliver an exceptional customer experience.
An optimized food delivery chatbot improved order experiences and saved customer service resources
Working with Kindly’s implementation team, Helthjem successfully launched their chatbot in only 4 weeks. After 6 months, they saw a 30% reduction in queries routed to customer service agents related to the question “I do not understand the tracking information.” This means that one in three follow-up questions asking for more details on the tracking information could be resolved by the chatbot.
The ticket category “information,” regarding enquiries on how Helthjem’s services work, and where parcels are picked up and delivered, saw a 10% reduction in requests routed to a support agent.
The results simplified the lives of Helthjem’s customer service team in that they were able to give the most pressing questions to the right customer support agents, while also offsetting frequently asked questions to the chatbot.
