About JoshTalks:
JoshTalks is a leading e-learning organization committed to inspiring, informing, and upskilling individuals through valuable knowledge. Initially launched as a platform to share inspiring stories in India, JoshTalks has evolved into a comprehensive provider of online courses and free career guidance over the past few years.
With a dedicated team of over 200 employees, JoshTalks is focused on delivering quick solutions to customer queries while ensuring a seamless customer experience. To address the need for an efficient and scalable solution for handling repetitive and common questions, they turned to SmatBot, an AI-powered chatbot solution.
In this case study, we’ll explore how JoshTalks implemented SmatBot, delve into their key use cases, and discuss the challenges they faced, the solutions they implemented, and the outcomes they achieved.
Key Use Cases within the Organisation:
The key use case for implementing the SmatBot chatbot solution at JoshTalks was to automate repetitive customer queries that were asked daily. JoshTalks receives around 250 common queries every day, which consumes the valuable time and resources of their support representatives. To relieve their live agents from answering these repetitive questions, they needed an AI-powered chatbot solution that could automate this tedious process so that their support agents could focus on more complex issues.
Expanding Customer Engagement Across Platforms:
Given the success JoshTalks has seen with SmatBot’s mobile app chatbot, they’re also exploring options to enhance their reach on their website. SmatBot’s suite of solution include website chatbots, designed to meet users where they are most active and provide instant, personalized support. This ensures a unified, efficient experience for customer touchpoints.
Key Criteria While Evaluating SmatBot
JoshTalks identified the following key criteria when evaluating chatbot solutions:
- Quick Response
- App Performance
- Records of all Conversations
- Customer Support
- A Good CRM
- UI/UX
SmatBot checked all these boxes and offered an automated solution to handle repetitive inquiries and improve operational efficiency.
Solution Implemented:
JoshTalks integrated our chatbot solution into their customer support system to handle the high volume of repetitive and common queries. SmatBot’s chatbot provided instant, relevant responses to users, saving support agents valuable time and reducing operational costs. Additionally, the chatbot seamlessly transferred users to live agents when necessary for more complex queries.
Outcomes of the Solution
Before integrating SmatBot, JoshTalks handled over 250 daily queries, most of which were repetitive. After implementing the SmatBot chatbot, this volume was reduced by approximately 60%, with fewer than 100 routine queries per day. This significant reduction enhanced operational efficiency and positively impacted JoshTalks’ overall customer support experience.
Future Plans:
While JoshTalks is completely satisfied with our current chatbot integration, they have expressed interest in potential future expansions. JoshTalks representative mentioned that adding a mobile SDK for Android devices could greatly enhance their company’s ability to engage with customers on their mobile app.
Client Testimonial:
“I had a decent experience with SmatBot. Our main purpose was to use a chatbot to handle the duplicity of queries, which we were able to achieve with SmatBot.”
- Vijay Yadav, SDET, JoshTalks
Final Words
The implementation of SmatBot at JoshTalks has proven invaluable. Our chatbot solution has transformed the way they manage customer queries, significantly enhancing overall efficiency. SmatBot not only saves valuable time and resources but also improves the overall customer experience, positioning JoshTalks for continued success in the e-learning industry.
If you’re Interested in growing your business like SmatBot, we can have a quick talk and work things out.