Ecosa's experience with Zendesk automation and live chat using eesel AI

Table of Contents

• The challenge
• Why Ecosa chooses eesel AI
• The solution
• The results

• Ecosa chooses eesel AI to connect all of their platforms like Google Docs, the robust Zendesk platform, and Slack.

• eesel AI allows Ecosa to connect with customers instantly and accurately, with a customized tone that is on brand.

• AI Helpdesk agents and Livechat AI have helped significantly reduce Ecosa's resources spent on countless repetitive customer inquiries, before and after sales.

• Ecosa utilizes Livechat AI to provide real-time product and pricing information, enabling customers to self-serve.

Ecosa is an Australian-based sleep company known for its high quality mattresses and other sleep-related products. The brand focuses on creating outstanding, ergonomically designed mattresses, pillows, and bedding accessories aimed at helping customers have high quality, comfortable sleep.

Ecosa offers a streamlined online shopping experience, a 100-night trial for mattresses, and a strong customer-centric approach, making it popular in markets where convenience and quality are highly valued.

Customers often look for quick, concise, and accurate information about their orders and what Ecosa can offer, which is why they looked to eesel AI as a complementary customer support solution for their existing Zendesk setup.

The challenge

Ecosa faced a high volume of repetitive customer inquiries, both before and after sales. While some can be easy to answer, the time sink of responding to each individual question (no matter how common) was significant.

Managing the quantity of queries was becoming increasingly difficult for Ecosa’s support agents, and they needed a solution that could help reduce the number of tickets while maintaining high levels of customer satisfaction.

Scaling customer support as a business grows can be a complex process, so finding a solution that helps to automate replies to repetitive tickets was a priority. Ecosa also wanted to find a solution that prioritizes maintaining the brand’s tone and tailored support responses.

Why Ecosa chooses eesel AI

Ecosa picked eesel AI because of its ability to handle multi-channel data input, rather than being stuck with one platform for all of their documentation and resources. This then improves the accuracy of responses from the AI agent. “eesel’s multi-channel input allowing us to fully leverage the advantages of large language models.”

eesel can integrate with your help desk, website, internal team chat, or knowledge base, in order to create a comprehensive and highly-effective AI agent. Ecosa has made full use of their knowledge sources and documentation to allow eesel AI to provide answers with depth and accuracy.

By linking their CSVs, Zendesk, and Google Docs as sources to eesel, they are able to use all of their documentation and support knowledge to let the AI respond automatically through their Zendesk. This allows agents to handle the more complex cases that require a nuanced human touch.

Ecosa appreciates the personalized feature customization offered by eesel AI, which makes it a perfect fit for their unique business needs. Every business has a different tone, style, and customer base, so this allows for better support in their unique customer scenarios.

For example, Ecosa has been able to use eesel’s live chat (built straight into their existing Zendesk ecosystem) to pull real-time pricing information to answer customer questions. You can see the AI actions and the output for the customer below. You can check out their live chat here!

The solution

Ecosa has integrated eesel AI as a supplement to its customer service team, where it helps manage standardized inquiries. By allowing eesel AI to handle these routine questions that bog down the day-to-day support operations, Ecosa can focus its human agents on more complex customer interactions. eesel AI is implemented seamlessly with their Zendesk to enable customers to self-serve their order information and get instant responses to pressing questions before and after sales.

eesel is able to triage tickets to make sure the simple ones are handled automatically and the more complicated ones, or those requiring a human touch, are handed off to a human agent.

Ecosa also lets their support agents use the bot to handle internal questions through their Slack, allowing them to address customer concerns efficiently and comprehensively.

The results

After choosing eesel AI, Ecosa has been able to significantly reduce the number of support tickets related to common inquiries, driving increased efficiency and lowering customer service costs.

Customers are able to reach support channels 24/7 and easily be linked to documentation or their order information to help enhance responses.

Ecosa’s employees have been able to speed up their response times by using eesel AI through their Slack, while also being able to draft replies straight from within the mature Zendesk environment.