How eJam achieved 80% support automation with AI
eJam, a leading e-commerce company that owns and operates multiple brands like Shameless Snacks, Cleanomic, BugMD, and NovaMD, faced mounting customer support challenges - high response times, inconsistent service, and mounting support costs. Seeking to improve efficiency and customer satisfaction, they partnered with Sigma AI to implement an automation solution. This case study explores the challenges, the implemented solution, and the remarkable results achieved through this collaboration.
The Problem:
eJam was struggling with:
- Overwhelmed customer support: High ticket volumes across chat, e-mail, social media, and voice led to extended wait times and frustrated customers.
- Inconsistent service: Traditional agent-based support suffered from agent variability, affecting customer experience.
- Operational inefficiencies: Manual repetitive tasks consumed agent time, limiting their capacity for complex inquiries and that meant they had to employ more support agents resulting in higher costs.
Implementation Challenges:
- eJam has 5 brands which means they had multiple Shopify stores connected to their Gorgias (Help desk software) account. As a result, the AI should be able to detect which store is the incoming ticket for. This is a difficult problem as the same customer can have orders across these stores.
- They used multiple subscription platforms (Recharge & CheckoutChamp) and wanted Sigma AI to not only automatically respond to these tickets but also cancel or pause subscriptions for any customer.
- They wanted AI to not only respond to comments on social media (FB & Instagram) but also hide explicit comments. I don’t think I need to mention how careful and confident we have to allow an AI to respond on social media.
The Solution:
Sigma AI implemented a comprehensive automation solution tailored to eJam's specific needs, including:
- Automate social media - During the development of Sigma AI, we found that automating social media comments was surprisingly easy compared to other channels. We initially thought it would be the most challenging task, but it turned out that instructing the AI on what not to respond to was the key. Additionally, Sigma AI excelled at identifying intents and sentiments, allowing it to hide negative or abusive comments and like positive ones. This automation greatly reduced the workload of support agents, who were previously responsible for reading and responding to hundreds of comments each day. By the end of the first month, Sigma AI was successfully auto-responding to all social media comments on platforms like Facebook and Instagram, resulting in 50% automation by day 30.
- Automate email support - Our team worked with eJam’s customer support management to identify the most frequently asked questions and built out AI workflows like WISMO, subscription, or order cancellation requests. These scenarios covered, 80% of the email tickets coming in. As part of these workflows, Sigma AI responded to incoming tickets, took relevant actions on the order, tagged these tickets (for CSAT monitoring), and closed or re-assigned them. Result - 80% automation by day 60.
- Automate chat support - Chat is typically the hardest to automate as you are trying to resolve customer questions in real time. Our approach to this was to first identify the intent and sentiments of a question and either deflect them or resolve them if it is a frequently asked question. Result - 50% fewer chat tickets for agents to handle.
The Results:
The impact of Sigma AI's solution was significant:
- 71% reduction in FRT (First Response Time)
- 30% reduction in Resolution time
- 50% reduction in support cost - Cost savings resulting not only from agent cost but lower ticket volumes as customers tend to send multiple requests if response time is longer. So lower the response time, fewer the number of tickets created.
- 95% CSAT score
Conclusion:
By partnering with Sigma AI, eJam successfully transformed its customer support operations. The AI-powered automation solution delivered demonstrably improved efficiency, enhanced customer satisfaction, and resulted in at least a 50% cost reduction. This case study exemplifies the power of AI in revolutionizing customer service and driving business success.
Here’s what Sharon Watson, Director of Customer Experience at eJam had to say about this collaboration -
"I've had an outstanding experience with your product. The quick onboarding process made the adoption of AI seamless for our team, and your service has been top-notch from day one. Working with the Sigma AI team has been a pleasure, as you guys are true solution experts, always ready to assist and provide valuable insights. Thanks to Sigma AI, we’ve managed to cut customer service costs exponentially, which has had a significant positive impact on our bottom line. Your software is efficient, and reliable, and has made our customer support operations much more streamlined. I would highly recommend Sigma AI to any brand looking to optimize their customer support processes while enjoying great service and expert support."
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