XPLORA Saves 30% On AHT With Jatana’s Suggested Replies

XPLORA is a leading pioneer in offering innovative smart devices and services for families. Their vision is to provide quality services connecting the family members in new ways with more interactions and engagement.

Download PDF
xplora
  • Challenge
  • The solution
  • RESULTS
Challenge

Save Time From Answering Repetitive Tickets

Prior to implementing Jatana’s suggested replied, the company ran a dedicated team to manually answer questions that, in 95% of the cases, required the same 5 macros (or ‘template answer’).

Their approach was very manual, as no smart system was installed to speed up the process.

Furthermore, the company was growing at a rapid pace. Even while working around the clock, the time it took from ticket creation to macro application was too high.

When ticket volume spiked, routing times increased significantly and the backlog grew even bigger.

The solution

Implement Jatana Suggested Replies

When it was to improve ticketing and answering processes, XPLORA defined the primary goal: replace manual selection of macros with intelligent suggestion to free up agents from simple, redundant macro search and application.

The company aimed to quickly automate their manual macro selection processes so they could reallocate their agents to higher value tasks.

The goal was to improve the overall customer experience and control the need to hire more agents, even while the company continued to grow.

In particular, XPLORA targeted an improvement in AHT scores through faster response times, resulting in a be"er overall customer experience.

A#er researching their options, the support team at XPLORA decided to implement Jatana to meet their goals, and solve their backlog and customer service challenges.

I couldn’t believe that an AI tool could be so easy to implement. A#er a 3- clicks installation process I could already see the benefits Jatana provides.

Klaas Romer Happiness Members Officer Europe klaas-romer
RESULTS

30% AHT Reduction In 1st Month

With Jatana’s suggested replies, XPLORA was able to automate the selection of the majority of its top macros in real time.

This not only improved AHT, but helped automatically improve CSAT.

Avg Reply

Average handle time

24m 11s -29.34% from last month
With Jatana in place it's much easier to train up other employees to help with simple support tasks. That makes it easier and more efficient to handle peaks in support.
Klaas Romer

Happiness Members Officer Europe

Klass Romer
Thanks to Jatana, agents have unlocked time to create campaigns and offer personalized support to our main customers. After only 3 months, the AI was able to cover more than 50% of the incoming queries.
Jesper Juul Jensen

CEO of BetterNow

Jesper
We are now able to use more time of what matters the most: providing tailored and customized support at scale.
Anna Jagdhar

Customer Service Manager

Anna Jagdhar
The tickets that can be answered using the Jatana suggestion are way less time-intensive now.
We also love to see how Jatana gets better and better in suggesting the right macro over time: the accuracy of the suggestions is quite astonishing.
Isabelle van Capelleveen

Stocard Customer Support Manager

isabelle-van-capelleveen

A Zendesk Technology Partner

Jatana is also a selected company for the Zendesk Startup Program at Station F

Zendesk Station F