{"id":26454,"date":"2021-09-29T08:08:17","date_gmt":"2021-09-29T07:08:17","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=26454"},"modified":"2021-10-06T09:31:40","modified_gmt":"2021-10-06T08:31:40","slug":"the-custom-bot-that-saved-stuart-over-2-5k-hours-per-week","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/the-custom-bot-that-saved-stuart-over-2-5k-hours-per-week\/","title":{"rendered":"Building bots for success: The custom bot that saved logistics platform Stuart over 2.5k hours per week"},"content":{"rendered":"

It\u2019s more evident than ever that the key to strong, scalable customer support that both delights your customers and moves the needle for your business boils down to one thing: creating a support experience that strikes the right balance between being personal and efficient.<\/p>\n

If your support team is answering question after question as they roll in, scaling your support and driving bottom-line business impact will be a challenge. On the other hand, overloading your support with automation and leaving customers in a never-ending loop trying to get in touch with your team is inevitably going to result in an impersonal and frustrating experience. Conversational support provides a solution to these challenges, combining elements of automation and technology and the knowledge and expertise of your team to power your support at scale \u2013 without losing the personal touch your customers know and love.<\/p>\n

\u201cToday, Intercom\u2019s Custom Bots are saving Stuart over 2,500 support team hours and automatically resolving 55,000 chats every week. They’ve also enabled the team to reduce their response time to less than 30 seconds, reach resolutions 4x faster, and more.\u201d<\/p><\/blockquote>\n

Owned by GeoPost<\/a>, leading logistics platform Stuart<\/a> uses Intercom\u2019s Conversational Support solution<\/a> to strike the perfect balance between providing personalized and efficient support and driving value across the business. With bots and automation<\/a> resolving simple queries and triaging inbound conversations behind the scenes, Stuart\u2019s support team can be empowered to spend more time resolving issues \u2013 and less time performing manual tasks that can quickly become a time sink. Today, Intercom\u2019s Custom Bots<\/a> are saving Stuart over 2,500 support team hours and automatically resolving 55,000 chats every week. They’ve also enabled the team to reduce their response time to less than 30 seconds, reach resolutions 4x faster, and more. Here\u2019s the strategy the team used to drive business impact and position support as a key value driver.<\/p>\n

Identifying opportunities for growth<\/h2>\n

Stuart\u2019s Head of LiveOps and Support Andrew Baylis and Program Manager Marina Alejo are focused on driving increased efficiency in the support org and creating personalized support experiences to ensure that their clients\u2019 and delivery partners\u2019 needs are being met. Having long leveraged self-serve support capabilities<\/a> in Intercom to maintain a high level of efficiency, Andrew and Marina decided to take a closer look at where there could be opportunities for additional growth across their delivery partner support journey.<\/p>\n

\u201cIt\u2019s important that we\u2019re able to resolve our delivery partners\u2019 issues quickly and that we can offer them self-serve support so they can focus on their job and feel supported\u201d<\/p><\/blockquote>\n

\u201cWe wanted to offer the best service to our delivery partners while also reducing the workload for our customer support team,\u201d says Marina. \u201cIt\u2019s important that we\u2019re able to resolve our delivery partners\u2019 issues quickly and that we can offer them self-serve support<\/a> so they can focus on their job and feel supported. For our support agents, we want them to have enough time to deal with complex requests and be empowered to provide a better quality of service and experience to our delivery partners.\u201d<\/p>\n

\"Andrew<\/p>\n

Driving efficiency through automation<\/h2>\n

Following Andrew and Marina\u2019s analysis of their existing support journey and opportunities for improvement, they made the decision to roll out a new chatbot strategy and leverage Intercom\u2019s Custom Bots to create a dedicated \u201ccourier bot\u201d. The primary goal of this bot, Marina explains, was to introduce a level of automation into the delivery partner support journey in order to make it a more seamless experience for both the delivery partners and the team.<\/p>\n

Prior to the rollout, Marina notes that there was a very high level of manual intervention needed to resolve queries that were coming in from their delivery partners. \u201cWhen delivery partners contacted us before we introduced courier bot, they were writing to the team through the Intercom Messenger<\/a> and chatting directly to an agent who would have to investigate the query in our back-office platform, potentially contact the client and end customer, and liaise back and forth until the query was resolved,\u201d she says. \u201cIt wasn\u2019t an efficient use of time for anyone.\u201d<\/p>\n

With the introduction of the new courier bot, the team had two main objectives in mind:<\/p>\n