Customer Support Automation for an Online Services Company
Client Overview
An online services marketplace (home cleaning, repair, beauty) active across 5 Indian cities.
Problem
700+ monthly support tickets
Response time: 9 hours average
No chatbot
Manual assignment of requests
Objective
Reduce ticket load
Improve customer satisfaction
Automate responses
Track support performance
Strategy
Analyze top 50 recurring queries
Build multilingual chatbot (EN/Hindi)
Create ticket triage logic
Build reports for management
Execution
AI chatbot on website + WhatsApp
Auto-assign system based on service category
SLA tracking dashboard
Escalation ladder for priority tickets
Results After 45 Days
Ticket volume: Reduced by 58%
Response time: 9 hours → 2 minutes
Customer satisfaction: 4.6★ rating
Support team workload: Reduced by 42%
Resolved without human intervention: 63%
Challenges
- Needed Hindi NLP tuning → solved using custom intents
Takeaways
Support automation boosts satisfaction and reduces operational cost
WhatsApp chatbot is crucial for Indian customers
