Ada

AirAsia, a global leader in customer experience, was facing a significant challenge as it grew in popularity. The number of brand interactions was increasing, and without a self-service solution, customers were forced to wait almost an hour to reach an agent. This situation was putting the brand’s reputation at risk. Furthermore, by relying on call centres operating within local hours and languages, AirAsia was missing out on opportunities to create new connections and drive new sales with international audiences. The live agent support was available only on the website and through the call centre. The agents were overwhelmed by the volume of international interactions, and the customer wait time was around 45 minutes. The voice call centre support was limited to APAC hours.

Shapermint, a leading ecommerce website for women's intimates, shapewear, and loungewear, faced a challenge in scaling its customer support operations to keep up with its rapid growth. The company recognized the potential of offering 24/7 live chat on their website to enhance customer experience and drive sales. However, they were concerned about their capacity to meet the demand for high-quality service in synchronous messaging. The challenge was to scale up their synchronous customer engagement without compromising on the quality of their industry-leading customer experience.

Betsson Group, a global leader in customer experience in the gaming industry, was motivated by a vision to provide the best customer experience in the industry. With over 600,000 active customers and a reputation for award-winning customer service, the company wanted to stay ahead of customer expectations by introducing an automated self-service solution. The goal was to extend support hours to 24/7 and introduce personalized support available in every customer language. The challenge was to strengthen its award-winning customer experience through digital transformation without hindering the customer experience.