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Zinus Customer Support Team Scales to Meet Pandemic-Era Demands with AI
Applicable Functions
- Procurement
The Challenge
Zinus, a globally recognized online mattress and furniture brand, was facing a significant challenge in managing its customer service operations. With an average of 5,000 tickets per month, the customer service team was overwhelmed with issues related to warranty claims, product queries, and order status. The situation was exacerbated by the pandemic, with customers waiting for 30-40 minutes, and sometimes even days, for a response. As the company planned to scale internationally and demand continued to rise, Zinus needed a solution that could help them manage the increasing volume of customer queries and maintain high customer satisfaction.
About The Customer
Zinus is a leading online mattress and furniture brand that was founded in 1979 by Youn Jae Lee. Initially, the company was involved in crafting tents in South Korea. However, in 2003, Zinus migrated into the home and has since provided mattresses and furniture for more than 25 million customers across more than 15 countries. Today, Zinus is recognized as the world's most loved online mattress and furniture brand, with over 1 million global reviews. The company is committed to manufacturing products that are easy to understand, assemble, and enjoy, with a mission to 'deliver the world's finest sleep products for everyone’s lifestyle.'
The Solution
To address the challenge, Zinus decided to leverage AI technology. In 2020, they launched an AI-powered virtual assistant named Zuri over chat and email. The goal was to achieve a 25% deflection rate based on the complexity of customer questions. The AI solution, developed by Netomi, exceeded the initial goal by reaching a 40% deflection rate. The AI-powered chat and email system provided a superior experience for customers, who began to favor these channels over telephone. The success of the AI solution has led Zinus to consider incorporating voice capabilities and SMS to increase deflection even further.
Operational Impact
Quantitative Benefit
