Market analysis
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byACRE's chatbot automates 30% of customer service with 84% satisfaction from a diverse customer base
BYACRE
CASE AND RESULTS
byACRE, a leading manufacturer of modern rollators, operates across multiple markets including the Denmark, the US, UK, France, Germany, the Netherlands, and the rest of Europe through an international site. Catering primarily to the mobility-impaired seeking innovative mobility solutions, byACRE recognised the importance of offering diverse customer service options to meet the varying needs of their clientele. They aimed to provide quick and accessible answers to customer inquiries, supplementing traditional calls and emails with automated support. To achieve this, byACRE partnered with MakesYouLocal to optimise their chatbot, increasing its visibility and effectiveness, and tailoring it to suit their target demographic.
24/7
customer service availability with a chatbot
30%
of all customer service fully automated
84%
chatbot satisfaction rate
Tailoring support for mobility-impaired customers
Understanding that many of byACRE’s primary customers are elderly individuals seeking mobility aids, we focused on making the chatbot accessible and easy to use for this demographic. We simplified the chatbot interface with clear language and larger text, ensuring that users with varying levels of tech-savviness could navigate it effortlessly.
The chatbot highlights the most commonly asked questions related to product features, usage, and purchasing processes, providing instant answers without requiring customers to sift through multiple web pages. This approach not only improved user experience but also empowered elderly customers to find information independently, offering them an additional support option that clearly suits their preferences. Since the redesign, automation rates have seen a significant improvement – from just 8.9% to 15.6% automation per week a year ago, to a steady performance of 22% in the worst week and an impressive 41% in the best week over the last three months with the average being around 30%.
Improving support across different time zones
byACRE serves a global customer base, which means dealing with various time zones where customer service availability can be limited. The chatbot ensures that customers receive assistance even when live support is unavailable due to time differences. This round-the-clock accessibility is particularly beneficial for customers in regions with significant time differences, allowing them to access help at any time. The automated responses provide immediate support, reducing wait times and improving overall customer satisfaction.
This strategy expands byACRE's support options, making assistance readily available regardless of time or location. Overall, 84% of the customers using the chatbot rates it helpful, and the rest are seamlessly passed on to a human agent – either by live chat or by email.
Enhancing chatbot visibility and design
Initially, byACRE's chatbot saw steady usage but did not reach the desired level of customer engagement compared to calls and emails. MakesYouLocal worked closely with byACRE to redesign the chatbot and its widget, making it more prominent and user-friendly on their website. By updating the design elements to be more intuitive and noticeable, we ensured that the chatbot stood out to visitors, encouraging more customers to utilise it for quick answers. The chatbot was also programmed to automatically open on the contact page, guiding customers to interact with it before reaching out to the customer service team. This redesign was crucial in providing customers with an alternative support channel that complemented traditional methods.
