Agents save up to 50% of their time per case

Jollyroom struggled with a large volume of incoming emails

Jollyroom, a large e-commerce company specializing in baby and children’s products, faced the challenge of managing an increasing number of customer inquiries via email. Many questions revolved around warranties, product information, and return processes.

Customer service agents spent hours manually searching through manuals and company systems to provide relevant answers. This led to slow response times and the risk of inconsistent answers.

As a result, Jollyroom began searching for a solution to gain full control over their customer service, which led them to Connectel.

How Connectel’s Omnichannel solution helped Jollyroom meet their customer needs

Since implementing Connectel’s omnichannel solution, Jollyroom has been able to automate and streamline their customer service.

What truly helped Jollyroom is our automated Email Reply Assistant. This AI solution analyzes incoming emails, understands the customer’s preferences and needs, and automatically suggests relevant responses based on previous interactions and the company’s knowledge base.

The customer service agent only needs to review and, if necessary, adjust the suggestion before sending the response, which significantly reduces handling time for each case.

The time that agents previously spent searching for information and drafting responses from scratch now happens automatically in just a few seconds.

Expected Outcome After Implementing the automated Email Reply Assistant:

• • A 40% reduction in average response time.
  • Improved consistency and quality in responses.
  • Agents save up to 50% of the time on each case. Enabling faster handling of more customer inquiries.