Modern technology requires modern customer service
Innovation is a watchword for the team at EatMyBill. With a team of serial entrepreneurs, tech developers, and investors who brought the world apps such as GoMore, Spiir, and Endomondo, finding ways to make people’s lives easier using technology is a major priority.
EatMyBill is a clever service that helps people scan their parking fines, speeding tickets, and bills quickly and easily. All they have to do is either pay right away or split them into chunks that fit their budget. It’s simple but incredibly useful.
In this case study, you’ll learn how the team at EatMyBill decided to supercharge their customer service with next-gen AI technology and how it’s helping their business.
Importance of seamless implementation
The desire to help people with technology is only possible if you have a customer service operation that can also do this. That’s why they opted to find an AI tool to help them give great customer service.
Raffle at your service
From there, they agreed that Raffle would be an elegant solution to their challenge and signed up with Raffle.
It’s running on their website and native app, helping their customers get answers to their questions quickly and easily.
It allows them to serve themselves for simple and medium-complex questions that they would otherwise have to answer through email, live chat, or over the phone.
Since going live, it’s had a significant impact on their business.
“Raffle already takes so much work away from our customer service team, allowing us to concentrate on resolving the more time-consuming issues they might have,” says August Sønderskov, COO at EatMyBill.
They now see 76% of the questions that come through the website and app resolved by Raffle. The remaining total was directed to customer support.
60% of customers also actively gave the answers a “thumbs up,” indicating they were happy with the answers given.
Now providing a 24/7 service
It’s also a 24/7 service, allowing EatMyBill to answer the majority of customer questions whenever it’s being used.
“That’s really important,” states Allan Søndergaard Darre. “We want to always be available to our customers and make them feel we will always be ready to help them.”
Overall, he expects that the state-of-the-art AI technology will boost customer service employees' motivation and happiness:
“Having the answers to most questions up front means they have less repetitive work to do."
“Plus, thanks to the analytics dashboard, we’re getting up-to-date data on our customers and what they’re looking for on the website and app.”
That’s a massive help for a company that plans to expand beyond Denmark into the rest of Scandinavia soon.