Easypara is a French distribution company specialized in parapharmacy, born from an association between pharmacists under Cédric Prosper's impulse in 2007. The company now has 50 employees, some of whom directly assist customers with their inquiries and remarks while keeping them informed on more complex support issues. This e-health brand has expanded internationally, having sites in England, Spain, and Italy and aiming to become number one in its market. Easypara is upgrading its customer support in line with the company’s growth and in response to the increasing number of incoming inquiries.
A lack of information to contact customer support
The Botmind virtual agent automates Easypara's customer support. Previously, on Easypara's website, the information needed to contact customer support was difficult to find. Customers used to contact advisors via e-mail, which is asynchronous and requires more complexity in processing. Like inbound calls, processing the email channel is time-consuming, even though customers sometimes have simple questions whose answers are on the site's FAQ page. Processing the email channel was very time-consuming for the customer support team, which had to deal with all incoming requests, usually by phone. The brand wanted to integrate a solution for automating frequently asked questions to help support teams and offer customers a more up-to-date communication channel.
Easypara, therefore, chose the Botmind virtual agent in the form of a widget (small bubble on the bottom right of the site; see the image) to integrate on their website. Customers were then able to contact customer support more easily without searching for information.
After its integration in less than a week, the virtual agent answered simple incoming requests (order tracking, delivery time, and shipping costs) by itself. Today, it answers about 80% of the questions, and the customer support team has almost no more frequent questions to answer. The virtual agent allows the advisors to focus on more complex requests and guides customers through the purchase tunnel by reassuring them about payment methods, shipping costs, carriers, customer loyalty information, etc. The customer experience is enriched by the virtual agent's assistance in the customer support teams.
Optimal support automation for a successful customer experience
Today, the frequency of non-value added and time-consuming requests received by Easypara's customer support advisors has decreased radically. They can now focus on the most vital requests and offer personalized support, especially on product advice, to their customers. Customer satisfaction has increased by over 10% after integrating the virtual agent. Indeed, customers are pleased to find information directly on the company’s website via the Botmind widget.
Besides helping the customer service agents to answer questions from internet users, a weekly follow-up of the exchanges by the virtual agent is done to ensure continuous performance improvement. Thus, Easypara can follow the conversations with the virtual agent to collect data and improve its understanding of the questions.
After the integration, Easypara wished to continue its collaboration with Botmind by deploying the following new features:
- have the virtual agent on Messenger
- set up a dynamic FAQ page
- work on new intentions (requests)
- have the automatic filling of the fields of the tickets on the CRM
Easypara, an international website, chose Botmind to assist its customer support teams and provide a smooth customer experience. The virtual agent, available via the Botmind widget, allowed customers to contact support directly on the website. In a short time, many customers have adopted live chat to receive answers to their questions, even before emailing or calling support teams. Faster and more efficient than phone or email, the virtual agent allows the company to automate responses to frequent and time-consuming questions and to have accurate reporting on customer requests to continue to improve processes. In the future, the company would like to continue this partnership to add features and always increase its automation rate. At Botmind, we are proud to accompany Easypara in its daily development in France and other locations worldwide.