Sayurbox boosts customer experience while reducing costs and increasing revenue

Learn how yellow.ai helped Indonesia’s retail tech company to reduced query handling time and increased CSAT by 45%.

Use case:

Customer Support, Engagement

Channels:

WhatsApp, Email, Mobile Application

Integration:

NA

Sayurbox is a farm-to-fork, mobile-first e-commerce platform for purchasing fresh produce that is cherry-picked, and delivered directly from farms to consumers (B2C) and restaurants (B2B). They function in Banten, West Java, and Jakarta.

Founded
2016
Website
www.sayurbox.com
Industry
Agriculture
Company size
1000+

Challenge

Managing the large volume of incoming queries and lack of agent availability.

The client serves an altruistic purpose of dis-entwining the demand and supply chain for a vast population and faced umpteen customer support queries with long wait time and limited agent help.

Solution

01.

End-to-end solution

yellow.ai built a digital assistant that answers customer queries and helps with placing, tracking, and confirming an order followed by COD payment through the API provided by SayurBox.

02.

Omnichannel VA

Customers can interact with the virtual assistant on WhatsApp and Web, providing easily accessible support and improving customer experience by leaps and bounds.

03.

Accurate query resolution

A support desk runs on a reactive basis wherein the query is simply routed. The Sayurbox virtual assistant searches multiple systems to find the best match for the query. The accuracy of this system querying increases with conversations. The more people converse with the chatbot, the better and more precise will be the resolution.

Impact

45%

Increase in CSAT

24/7

Customer Support

Reduced

Cart Abandonment

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