Bite Me: Reducing Repetitive Inquires Nearly 100% with AI

Bite Me: Reducing Repetitive Inquires Nearly 100% with AI

The Problem: Inquiries were skyrocketing as the company was growing but headcount stayed the same so CX Team Lead Jin-ha was looking for ways to reduce workload for the CX team.

The Solution: Channel Talk's FAQ feature utilized AI to suggest FAQs to auto-answer through live chat.

The Result:

Reduced repetitive inquiries nearly 100% with AI

Bite Me is a leading player in the pet industry with over $15 million in sales. 80% of inquiries are repetitive inquiries about delivery, return, exchanges, and cancellations. The company turned to Channel Talk and utilized AI to discover commonly asked questions from past conversations and have AI Agent ALF handle all repetitive questions so the CX team could focus on important conversations.

Do Customers Really Read FAQs?

Nearly every e-commerce website has a Frequently Asked Questions (FAQs) page in hopes of mitigating repetitive questions.

There are two main issues with standard FAQ pages:

1. Questions don't reflect what customers are actually asking

2. Customers don't look at the FAQs

In order to tackle these issues, Bite Me, an e-commerce company specializing in pet goods, turned to Channel Talk's AI FAQs feature.

Bite Me utilized Channel Talk's AI to reduce repetitive inquiries nearly 100%.

Started in 2017, Bite Me is a leading player in the pet industry with over $15 million in sales and has been a Channel Talk user for over two years.

⭐ FAQs is new AI feature from Channel Talk where AI Agent ALF can reply with answers from pre-registered FAQs.

Bite Me has seen a significant reduction in simple inquiries since the introduction of FAQs so we met with CX Team Lead, Jin-ha Kim to learn more.

Focusing on Important Tasks

Bite Me started using the FAQs feature in spring 2024, right when Channel Talk's AI features were released.

The Problem: Inquiries were skyrocketing as the company was growing but headcount stayed the same so Jin-ha was looking for ways to reduce workload for the CX team.

"I didn't want our team to handle simple questions, that was my biggest concern. Because of our team's situation, there were a lot of straightforward inquiries but we wanted our employees to focus on more important tasks.

To do this, we need resolve simple inquiries as much as possible. I thought AI Agent ALF could answer some of the incoming inquiries and even let the customer directly process exchanges and returns without going through us."

The most common questions were about:

• Deliveries

• Exchange

• Returns

• Order cancellation

These are the most common questions for many e-commerce businesses and answers usually are found in the FAQs page.

But the issue is that if this information is on a separate page, it often gets lost.

"Actually, we have a FAQs page but customers never look at it. So I thought if AI Agent ALF could provide this information first, the number of questions coming in could decrease."

A Real FAQ

As of July 2024, nearly 80% of Bite Me's total registered FAQs were created based on AI analyzing past conversation history and suggesting questions.

"Previously our FAQs were written with the mindset of 'customers might ask these questions' but after seeing the the FAQs written based on actual past customer inquiries, I thought, "This is a real FAQ'".

There were four main types of repetitive inquiries that Channel Talk helped resolve with the FAQs feature:

(1) Question about the zipper in their Runday Windbreaker product

(2) Delivery inquiry

(3) Questions about returns and exchanges

(4) Inquiry about shipping cost for exchanges

Let's see how Channel Talk's AI helped resolve each one of these questions.

How Channel Talk Resolves Repetitive Inquiries with AI

(1) Question about the zipper in their Runday Windbreaker product

📖 Context Bite Me launched a product called the Runday Windbreaker which is a cute outerwear that can be worn as a couple look with your dog. The popularity of the product caused a rise in product-specific inquiries.

Specifically, many left questions about the reverse zipper for the dog windbreaker. While humans zip from bottom to top, dogs are zipped from top to bottom.

The Repetitive Question

❓Why is the Runday Windbreak zipper a reverse zipper for the dog?

💡 Channel Talk's Solution

This question was coming in at least three times a day and so Channel Talk's AI recommended Bite Me to add the answer to their FAQs in their live chat.

🌟 The Result

Inquiries for this question was reduced by 90-100%.

This question went from being asked three times a day to nearly 0 after AI Agent ALF was able to answer this question based on the pre-registered FAQ.

(2) Delivery inquiry

📖 Context Bite Me moved its warehouse so during that process delivery was inevitably delayed during relocation. Questions about delivery were 8x higher during this time.

❓The Repetitive Question

Why is my delivery delayed?

💡 Channel Talk's Solution

Set up an FAQ for AI Agent ALF to reply and inform customers of the delivery delay due to the warehouse relocation.

🌟 The Result

Out of all the questions about delivery during that time period, AI Agent ALF fielded 43% of these inquiries.

"ALF being able to handle so many of these questions reduced the stress on my team. And that's really huge."

(3) Questions about returns and exchanges

📖 Context 80% of Bite Me's inquiries about related to delivery, exchange, return, and cancellation.

These can all be resolved on the customer's account page.

❓The Repetitive Question

When will my item arrive? How can I exchange/return/cancel this item?

💡 Channel Talk's Solution

Instead of the CX team guiding customers to their account page to perform these actions, AI Agent ALF can guide the customer.

🌟 The Result

All of these common inquiries can now be handled by AI Agent ALF.

(4) Inquiry about shipping cost for exchanges

📖 Context Since products range in size from small toys to large products like cat towers, the exchange/return shipping fee will differ and the Bite Me team has to individually check the shipping fee.

❓The Repetitive Question

How can I pay the shipping cost?

💡 Channel Talk's Solution

Set AI Agent ALF to inform the customer to wait a bit as the shipping fee is calculated.

🌟 The Result

The CX team previously handled this question, answering with the same response to wait for the shipping fee to be calculated.

With AI Agent ALF, even this simple automated reply relieved work off of the team.

AI Agent ALF Answering Like a True CX Agent

Bite Me's CX Team Lead, Jin-ha said the continuous improvements are the main reason for her satisfaction with Channel Talk's AI.

One surprising moment for Jin-ha is when AI Agent ALF replied to a customer, "No problem, please take your time!".

"This is really a CX type of replay. I really thought a person was answering."

Jin-ha emphasized that ALF being able to solve just one question would be a huge help.

"ALF being able to reduce the number of inquiries has such a huge impact. Imagine coming to work and see 100 questions waiting for you. It can be exhausting. But if ALF can reduce that by even 20, you start with 80. That feels very different."

The mission of Channel Talk and ALF is two-fold:

1. Reduce repetitive inquiries

2. Help you focus on important conversations

We were able to help Bite Me do both by implementing our FAQ and AI features to help reduce their workload and help them grow into a more efficient CX team.

If you're ready to see how Channel Talk's AI can help your team, start a chat with us!