How Latam increased customer conversations by 980% and solved 60% of them automatically

“Nobody wants to wait forever to get their questions answered on the live chat. In fact, 3 minutes is the threshold. That’s the window customer support agents have. But it’s nearly impossible to reply to customer queries within this time frame all the time,” said Jamenson Alvarez, Innovation Manager at Latam Digital Marketing.

Latam is a Digital Marketing firm, headquartered in the pristine landscapes of Panamá. With offices in 9 countries sprawling over Latin America, Europe, and the US; Latam boasts of being one of the top marketing agencies in the region. They count the likes of Samsung, New Balance and P&G as their clients, to name a few.

Jamenson, who is responsible for automation projects that improve processes, in order to achieve the goals more efficiently for Latam’s clients, highlighted the need of automation is customer support, “Not all conversations require the attention of customer support agents and if you see clearly - there is a pattern of repetition. Most of the customer queries can be answered by simple FAQs.”

“We wanted a sort of hybrid solution, where we could leverage chatbots for automation and humans for complex queries,” said Jamenson.

Getting started with automation - A piece of cake

“Getting started with Kommunicate was a piece of cake. You just need to integrate your Dialogflow bot with Kommunicate and whoosh! you are good to go. We even discovered the features that we did not know we needed but now are a part of the customer support game” said Jamenson on how easy it was to integrate Kommunicate with one of their products.

“I loved the way Kommunicate has a simple chatbot integration which enables one to integrate Dialogflow bot into their products and respond to clients 24*7. Chatbots don’t take holidays, right? And yes… it was much easier and customizable than other products we had tried,” highlighted Jamenson.

Latam created chatbot workflows using Kommunicate and Dialogflow. It helped their customer support and sales team free up their time by leaving the mundane tasks to chatbots and automation. Jamenson explains that, “The chatbot does a lot for us - trigger a conversation, resolve doubts, respond to customer queries and even generate business opportunities what we can redirect to our sales executives. In this way, our agents can spend their time solving more specific and complex cases. Additionally, we can respond to our clients round the clock.”

The benefits are delivered quickly. And how!

Leveraging a hybrid solution to scale customer support was always on cards for Latam. Kommunicate just helped them achieve that in a faster, better and economical way. Jamenson shared how Kommunicate helped Latam achieve their business goals, “See, it’s the technology that helped us on not one but multiple levels. Customer service, where you respond to queries of users; technical support, solving doubts and answering frequently asked questions; and lead generation, for our sales executives.”

Latam not only leveraged the customer support automation delivered through chatbot, but they also used the automatic bot to human handoff to escalate complex issues to the team.

Imagine freeing up 60% of the time of your team - which directly can impact efficiency and productivity. Latam Digital Marketing did it and they recommend the hybrid solution to everyone. “Having a hybrid chat involving chatbots and human agents is something that every company must have to give an immediate response to clients and increase overall productivity,“ concluded Jamenson.