Canawan x CX Genie

How how late responses of  9000 messages processed a month reduced from 25% to 0

Introduction

With exponential order growth across dozens of websites globally, managing timely customer support posed ongoing challenges for Canawan, a leading international e-commerce retailer. With manual processes, long response times frustrate customers, increase refunds and churn, and inflate operational costs. Conversational artificial intelligence (AI) offers an innovative solution to automate omnichannel support and enhance customer experience at scale.

Company Profile

Headquartered in Singapore with regional offices worldwide, Canawan ships millions of orders annually to over 190 countries through its network of 15 B2C websites. Maintaining 24/7 coverage required large, expensive support teams across multiple time zones.

The Challenge

With exponential order growth, Canawan live chat teams faced scaling challenges to keep up with escalating customer queries across time zones.

• 15 websites receiving 9,000+ monthly inquiries, straining resources
• 5+ minute average response times aggravating customers
• 30% daily missed chats damaging CX
• Manual handling inflating operational costs

Consequences included poor customer satisfaction, high refund rates, missed sales opportunities, and churn risks from subpar CX. Facing these hurdles, Canawan sought an innovative, scalable solution to automate support, enhance response speeds, and improve the customer experience globally.

Solution Implementation

To address these hurdles, Canawan deployed CX Genie's Virtual Agents on all website domains. The natural language processing (NLP) enabled bots instantly respond to common questions on:

• Order status
• Shipping dates
• Returns and refunds
• Promotions and discounts
• Product information

For complex questions, the bots seamlessly redirect chats to human agents. CX Genie also provided an intuitive knowledge base for consolidating answers. Continuous learning from agent inputs enhanced bot intelligence over time.

Optimized Workflows

By automating repetitive tasks, the AI chatbots optimized Canawan's support workflows:

Before:

• Check all visitor message histories
• Research information
• Craft individual responses

After:

• Review auto-answered chats
• Check redirected inquiries
• Research new information
• Update knowledge base

This freed up agents to focus on high-value work. Customers received quick 24/7 resolutions for most queries.

Powerful Results

In three months, measurable results included:

• 70% questions addressed autonomously by bots
• Response times reduced from 5+ to <1 minute
• Missed chats lowered by 70%+
• 15%+ customer satisfaction increase
• 50% estimated annual cost savings
• 50% support headcount reduction while maintaining volumes

By combining AI and human touch, Canawan successfully balanced scalability and personalization across its growing global sites. Customers enjoy quick, accurate support anytime while agents focus on deeper value.

Conclusion

The Canawan case evidences how conversational AI can effectively resolve omnichannel e-commerce customer service challenges at scale, blending automation and human touch. Further research can refine best practices for continuous chatbot learning and integration with human workflows.

Key Takeaways

• Blending human and AI support powers optimal customer care at scale
• Continuous training ensures chatbot proficiency over the long run
• Conversational AI augments - not replaces - people
• Automating repetitive tasks liberates teams for strategic duties