Small Business Owner Makes $2M More After Switching to Chatbase AI Customer Service – Here's Her Strategy
Sarah Davidson is the owner of a mid-sized ecommerce brand that specializes in Eco-friendly home goods. She switched her customer support system to Chatbase AI. When she did it, she did not expect that the AI customer service agent would transform her business entirely. But within just 18 months, she was surprised to see that more than 12 million additional reviews brought down support costs by 60% and scaled her functions without hiring a single additional agent.
So, you might wonder how she did it. The purpose of this blog is to break down the strategy that turned a growing small business into a scalable success story:
Before Chatbase, Sarah’s small support team was drowning in queries from customers. From order tracking and returns to product queries, her small team struggled to keep up, particularly during the holidays and product launches. Long response times led to abandoned carts, poor reviews, and repeat customers slipping away.
She started realizing that her business is losing money simply because her team could not respond quickly enough. She started thinking that her business needs a solution that would not simply answer questions but could learn and adapt with customers.
At this time, she discovered Charbase AI, an intelligent customer service platform designed particularly for growing businesses.
This business owner started by training Chatbase’s AI Agent on her articles from the existing help centre. Also, she provided the past support conversations and product manuals to train the AI agent. Within weeks, the AI agent started handling order status enquiries, return policies, and FAQS. Most importantly, the AI agent started handling basic troubleshooting guides, which made up nearly 80% of all incoming tickets.
As the AI started taking over the things mentioned above, Sarah’s human agents were freed to pay attention to complex issues. Also, they have a lot of time to focus on VIP customers. As a result, the quality of resolution improved, and customers from across the board were satisfied.
The natural language processing ability of Chatbase and its CRM integration permitted the AI agent to customize conversations in real time. The AI agent started to greet customers by name. Also, it started referring to the order history of customers. Further, it began to recommend products based on customer preferences.
Customers and prospective customers of Sarah’s business started feeling that they were talking to a human agent, as the responses they got were so relevant and helpful.
Sarah’s eCommerce business had customers from across the world. For instance, she had customers from Australia, the UK, and the US. So, she found it hard to manage time zones. However, after she switched to Charbase, her business was able to provide round-the-clock support to customers. Above all, this became possible without hiring global staff. As a result, the cart abandonment rate was reduced by nearly half, and conversion rates during off-hours considerably increased for the e-commerce business.
In short, with Chatbase, Sarah was able to save both time and money. As a result, she was able to focus more on growing her business and achieved great heights.