Getting Scotty up and running within a day
Fast forward a short while, and Neople has become a valued member of Pam’s team, delivering personalized customer service at a fraction of the cost of hiring a new employee.
Pam decided to take a phased approach to onboarding Scotty, first tasking him with responding to common customer queries such as “Where Is My Order?”—or WISMO as its known in the industry.
Scotty proved to be a fast-learner: “Since implementing automation, we've already seen a significant impact, particularly with delivery-related inquiries. Scotty can now access real-time order statuses, reducing our workload and improving the customer experience.”
Even better, Scotty learns with every interaction and fine-tuning from the Shoeby team, meaning his responses will keep getting better over time. Soon, he’ll be able to customers at every stage of their buying journey.
As for the onboarding itself, the process was a lot quicker than Pam expected: “To our surprise, implementation was nearly instantaneous. We were live within a day! The demo, fast communication, and guidance throughout the onboarding process were invaluable.”
Now that Scotty was up and running with automated responses to some queries, the next step was seeing just how much more he could do.
Cutting average response times by 66%
Like all fashion retailers, Shoeby’s customer support team experiences seasonal spikes—think Black Friday, Christmas, back-to-school, and Spring Sales. Without hiring extra seasonal staff, Shoeby’s response times were climbing to 5 days.
Even outside of these busy periods, response times averaged 3 days so there was plenty of room for improvement. But since Scotty joined the team, response times have dropped down to within 1 business day—a 66% improvement—and often even faster when responses can be fully or partially automated.
Pam shares Scotty’s impact: “Scotty now automatically responds to 16% of all incoming emails. This allows our live customer service agents to focus on more complex cases and provide proactive support.”
Unlike human agents, Scotty is available 24/7 which helps keep responses moving even outside of office hours. And with 52% of customers admitting that they stop purchasing from brands who have slow response times, Shoeby can now rest assured it won’t lose customers for this reason.
But it didn’t take long for Pam to realize Scotty could offer even more value than just automated responses—so she set out to explore his full potential.