AI for customer care support: What do successful companies have in common?

In today’s fiercely competitive e-commerce environment, exceptional customer service is a necessity. Shoppers expect quick responses and around-the-clock availability, and meeting these demands is often the difference between thriving and falling behind. Artificial intelligence (AI) has made it possible to meet these expectations, and many customer care support teams have embraced it to stay ahead.

With numerous AI solutions on the market, choosing the right one can make or break your ability to scale efficiently. Partnering with a company that has a proven track record in the e-commerce space is the key to unlocking the full potential of AI.

In this blog, we’ll explore how successful companies have leveraged Yuma AI to accelerate their growth, focusing on common use cases in customer experience (CX). Let’s dive in.

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Slashing first response times

Quick response times are a cornerstone of excellent customer service. According to HubSpot, 90% of customers rate an immediate response as important or very important when they have a service question. Delays, even by a few hours, can lead to frustration and lost sales.

AI addresses this challenge by enabling businesses to provide timely, around-the-clock responses. We saw this firsthand with medical equipment supplier MFI Medical. As their business expanded, managing tickets became increasingly challenging for their customer care support team, which was stretched thin fielding queries about their 45,000 available products.

By partnering with Yuma AI, MFI Medical reduced their first response time by an impressive 87.5%. Their customers’ average wait time dropped from more than four hours to under 30 minutes — a pivotal improvement given the nature of their business. This swift response capability not only alleviated customer frustration but also played a crucial role in driving revenue.

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Reducing agent workload

Customer service teams are often inundated with repetitive tasks that can drain their time and energy. While essential, these tasks prevent agents from focusing on more complex interactions that require empathy and contextual understanding.

This is where AI steps in. By automating routine queries such as order status updates, FAQs, and basic troubleshooting, AI allows human agents to dedicate their time to more meaningful tasks. This leads to quicker resolutions and fosters a more engaged and motivated customer care support team.

Consider Omnie, a customer service solutions provider with clients across North America, Europe, and Asia. They faced the challenge of providing personalized support across numerous time zones and languages. Recognizing the potential of AI, Omnie partnered with Yuma AI to automate routine customer queries.

Omnie’s Implementation Lead highlighted the impact, noting that AI not only saves time but “most importantly, it saves the brains of our human agents.” This freed up their team to focus on work that truly required human intervention, enhancing both efficiency and employee satisfaction.

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Managing seasonality

Seasonal spikes in demand can pose significant challenges for e-commerce businesses. During peak times — such as holidays and sales events — the influx of customer queries can overwhelm customer care support operations.

Traditionally, businesses have managed these fluctuations by hiring and training temporary staff, only to reduce the workforce once the demand subsides. This cycle is costly, time-consuming, and risks compromising the quality of information customers receive.

AI offers a powerful alternative, as AI agents can handle large volumes of queries during peak periods without the need for constant staffing adjustments. Clove, makers of sneakers and apparel for healthcare professionals, is a prime example. “One of the biggest challenges with managing a CX team is scaling up and down based on volume spikes and seasonality,” noted Gabe Walker, Customer Service Manager at Clove. “Being able to use AI like an accordion whenever we need the flexibility is a huge benefit for us.”

Ultimately, Clove reduced their CX support costs by 25% with Yuma AI. They also tripled their ROI and fully automated 40% of their support tickets, demonstrating the power of AI in managing seasonal demand.

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Scaling while maintaining accuracy

Accuracy is paramount in customer service, especially when scaling operations. When partnering with an AI vendor, it’s imperative to select one that uses advanced models and strategic measures to ensure automated responses are on point. 

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Yuma AI takes several measures to maintain high accuracy, including:

• Ensuring AI agents respond to clearly defined intents
• Restricting automations to specific topics and redirecting when necessary
• Employing state-of-the-art models with top-notch accuracy
• Verifying each response to meet quality standards

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Electric toothbrush makers, MyVariations, rapidly ascended to prominence in the French direct-to-consumer market, becoming its second largest brand. They needed reliable and precise answers to a wide range of subscription and product usage questions while managing a substantial increase in demand.

MyVariations turned to Yuma AI because of our ability to autonomously handle a wide array of tasks. “We chose Yuma AI because of their overall multichannel accuracy,” noted MyVariations Co-Founder and CMO Martin Thiebaut. “We found Yuma AI to be the most effective option.”

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Optimizing customer service

Businesses are constantly seeking ways to reduce costs while maintaining or even enhancing the quality of their customer support. With AI, that once-elusive goal is now within reach.

By automating routine and repetitive tasks, AI enables companies to optimize their customer service operations, reducing the need for large support teams while ensuring consistent, high-quality service. This approach not only cuts operational costs but also allows businesses to reallocate resources to more strategic areas. 

Clove is an excellent example of cost savings realized through AI. By partnering with Yuma AI, they reduced their overall customer service expenses by 25%, streamlining their customer care support operations through automation.

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Unlock your brand’s full potential with AI

So, what do these companies have in common? Although their metrics and objectives varied, they all recognized AI as a way to enhance their operations and drive growth. 

From drastically reducing response times and easing the workload of human agents to expertly managing seasonal demand spikes and optimizing overall operations, AI has proven to be an indispensable tool for businesses looking to scale efficiently without compromising quality. By choosing a partner with a proven track record, e-commerce businesses can confidently navigate the challenges of modern customer service and position themselves for sustained growth.

Whether your goal is to improve response times, optimize your workforce, or ensure consistent and accurate customer interactions, Yuma AI has the experience and technology to help you succeed. Ready to see for yourself how Yuma AI can transform your customer care support? Contact us today to start your free trial.

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