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Case Study: How we saved Confirm Testing $12,990 in customer service costs using ManyChat

4 sick face emojis confirm testing case study

30 minutes.

That is the response time customers want from a business on Facebook.

Just 30 minutes.

And only 50% of businesses are meeting this expectation.

But what if you could shave down the response time to be immediate…

And get all the information you need from your customers to avoid the dreaded email back and forth?

You can.

Right now, you most likely have dozens of customers reaching out to you on Messenger. This platform has 1.3 billion users (yep, that’s billion with a B!).

But you can automate your responses, including customer details, FAQs, and direct them to purchase the right product for their needs.

This is how we did it for UK Covid testing company, Confirm Testing. And saved them more than $10,000 in customer service costs.

 

The Problem

In mid-2021, Confirm Testing approached us. One of their goals was to automate FAQs they received in Facebook Messenger.

They wanted a solution to do three things:

  1. Allow travellers entering or leaving the UK to purchase the correct test for their travel destination, or upon returning to the UK
  2. Purchase tests directly within Facebook Messenger
  3. Answer 25 FAQs and receive customer support

    So, we created GemmaBot using the chat marketing platform, ManyChat, which powers 8.5 million Messenger conversations worldwide each day.

Confirm Testing messenger greeting

The Challenge

The challenges were a two-week timeline (usually these solutions are a minimum of six weeks), and the “which test is right for me?” solution, which had many changes due to the changing “traffic light” system for travel around Europe.

Confirm Testing message for covid testing

After devising a launch strategy and timeline to squeeze everything into 2 weeks, we drafted a mindmap that took into account the “traffic light” system and the possible answers, we were able to build the solution to connect to a “shoppable” product gallery within Messenger.

Confirm Testing Mindmap V1 copy

 

The Solution

 

GemmaBot was built to send information from ManyChat to the customer service platform, Zendesk.

For example, a customer contacts Confirm Testing via Facebook Messenger and indicates that they have received their test kit, but something’s missing.

GemmaBot asks for the email address associated with the order, and the order number itself, and then asks the customers to confirm all of their details.

At the end, the customer taps the “correct” button, and that’s when GennaBot pushes the customer details from Messenger and automatically generates a ticket in Zendesk. 

From there, the customer receives a confirmation message in Messenger that they’ll be contacted on the email address they provided, and GemmaBot gives them a menu option to shop more tests, go back to the main menu or view FAQs. 

Now, the customer can leave Messenger with the knowledge that they will be answered via email.

Keep in mind: We keep the entire conversation in the platform the customer is chosen – Messenger – rather than moving them across to email right away. 

The reason we move them across to email is so the customer service agents can track everything in Zendesk.

However, once GemmaBot takes some details from the customer, she automatically generates a ticket in Zendesk for the customer service agent to answer.

In another instance, GemmaBot can log all of the details for an incomplete kit and even send across a photo of the kit as they received it.

This is what the Live Chat would look like in ManyChat, and all of those that are completed correctly would be generating tickets into Zendesk.

Confirm Testing ManyChat live chat

In Zendesk, we see a list of unresolved tickets like this (this is our test):

Confirm Testing Zendesk

So in this example (below), GemmaBot has pushed a ticket from ManyChat to Zendesk, and these are the details that we picked up.

Confirm Testing Zendesk ticket

Here, a customer indicates they need to speak to a customer service agent, so GemmaBot gathers their name, email address, and order number. This is what the customer service agent sees in Zendesk.

 

So we can now show you what this kind of solution looks like for your customers. So here’s what the bot has generated is need help. (This is our Demo Account.)

 

The customer indicates they need to talk to an agent and GemmaBot asks for their name, their email, and an order number. 

And in this example, we can also take a message: “I just need my results.”

An agent for Confirm Testing’s customer service team is able to answer in Zendesk. Now, they don’t have to worry about managing two platforms: Facebook Messenger and Zendesk. This increases their productivity, with less time spent on email back-and-forth trying to get the required information to solve the customer’s issue.

In addition to this, we capped the tickets. For Confirm Testing, we kept it at 100 tickets per 24 hours. We also kept it at one ticket per person (so they couldn’t keep generating multiple tickets because they were unhappy or didn’t receive a response within 10 minutes).

It creates a great customer experience that’s frictionless. Your customers can contact you on the platform that they want – whether that’s Instagram or Messenger – so they’re not having to send an email or call you, which is laborious when everyone’s so busy.

 

The Results

We automated a total of 1732 responses using ManyChat, saving the company approximately USD $12,990 in customer service costs over 3 months.

We plan to use the learnings from this automation and the processes we created for this project to help more clients with similar issues and to build solutions like this that can answer a range of customer FAQs.

 

Is Messenger Automation right for you?

In short, yes! Messenger Automation is a great solution for both small and large businesses.

➡️ Click here to get answers to the top 5 questions businesses just like yours have about Messenger Automation (opens in Facebook Messenger).

➡️ Ready to go? Click here to see if we’re a good fit to work together. (Opens in Messenger.)

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