E-commerce CX: Why you need a specialized AI tool, not just a help desk

With tens of millions of shoppers online, delivering an exceptional customer experience (CX) is more important than ever before. Possessing options galore at their fingertips, buyers can afford to be picky. The key to gaining their loyalty is swift, accurate, and personalized interactions — falling short can result in harm to your brand and your bottom line.

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This is where artificial intelligence (AI)-powered CX solutions like Yuma AI come into play. By leveraging AI, e-commerce platforms can vastly upgrade their customer service capabilities, ensuring every visitor to their site receives the level of support they’ve grown accustomed to.

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E-commerce businesses sometimes go wrong in assuming all AI vendors are more or less the same. In fact, CX partners are built for different purposes and excel in various disciplines. Some are traditional helpdesks that may integrate AI to some degree. Others, like Yuma specialize in AI automation, empowering you to strengthen your CX with AI agents.

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In this blog, we’ll dig into factors you should consider when comparing traditional helpdesks and specialized AI solutions, and explore why specialized ones  outperform others.

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Evaluating your needs: Traditional helpdesks vs specialized AI solutions

Before selecting a vendor, it’s essential to clearly understand what you’re looking for. Are you seeking a tool to manage and organize customer queries only? Or are you also looking for something more comprehensive — AI agents to fully resolve tasks without human intervention?

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Traditional helpdesks

Helpdesks are centralized systems designed to manage and organize customer queries. They play a role in ensuring efficient and organized responses, which helps increase customer satisfaction. 

Today’s helpdesks are often accelerated by AI that’s capable of automating some simple tasks — perhaps categorizing tickets, answering FAQs, or providing generic responses to straightforward questions.

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They fall short in some areas, however.

• They’re heavily reliant on people:. Although they may be able to automate simple, repetitive tasks, they tend to struggle with complex support tickets. Human agents must then intervene, which slows response times and creates backlogs.
• They don’t automate at scale: As demand increases, traditional helpdesks struggle to keep up. Slower response times and ineffective management of customer queries usually ensues.
• They’re tough to personalize: Whereas specialized AI solutions can go so far as to customize responses (e.g., recommend relevant products), traditional helpdesks typically offer more generic automated responses. This might be sufficient in some cases, but it certainly isn’t for all.
• They usually automate partially: Partially automated tasks are like half-baked cakes — not exactly satisfying. Efficiency gains are limited when human agents still bear the burden of intervening.

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Specialized AI solutions

Whereas traditional helpdesks are limited in their capabilities, CX AI solutions like Yuma AI are another story. Specialized AI tools are a robust alternative that overcomes the challenges traditional helpdesks face.

• They fully automate processes: AI CX vendors are capable of not only handling initial responses, but also fully managing customer interactions from start to finish. This reduces the burden on human agents and frees them up to manage other high-priority tasks. Yuma AI sets the standard in this category, fully automating up to 50% of CX tickets in as little as two months. 

• They integrate seamlessly with your ecosystem: A high-level CX AI is one that’s capable of integrating with platforms you already use and workflows you already employ. This is necessary for minimizing disruption and maximizing ROI. Yuma AI integrates with third-party apps like Recharge, Loop, and ShipBob to automate processes like subscriptions and shipping.

• They’re scalable: Platforms like Yuma AI empower you to grow your business without skyrocketing your CX budget. AI can handle the increased demand you face without compromising on performance or response times. Yuma AI can automate routine and important tasks, no matter how much your business grows.

• They’re personalized: AI CX solutions use machine learning models to understand the context and history of customer interactions, allowing them to provide tailored responses. Yuma AI’s AI agents can adapt in real-time based on customer behavior and feedback, ensuring smooth and productive interactions.

• They offer true automation: It’s important to know that some AI CX vendors calculate their automation rates by measuring the percentage of tickets AI influences in some fashion rather than the percentage it completes altogether. Yuma AI fully automates processes, helping e-commerce businesses elevate their CX and maximize ROI.

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Hear from 5 happy Yuma AI customers 

Yuma AI has transformed the CX for several businesses through AI. Notably:

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#1 Clove

With Yuma AI, e-commerce platform Clove was able to:

• Achieve 3x ROI
• Fully automate 40% of its tickets in the first few months
• Reduce CX overhead by 25%

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#2 MFI Medical

Medical supplier MFI Medical partnered with Yuma AI to:

• Save $30,000 in annual customer service costs
• Fully automate 45% of tickets
• Cut first response time by a whopping 87.5%

To the last point, MFI Medical noted that the highest volume of queries they receive are about products. When making those queries, customers are typically looking to buy for the first time, which makes first response time such a critical metric.

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#3 Omnie

Customer support outsourcing company Omnie also saw quick and impressive results. They were able to:

• Serve 12 e-commerce businesses with AI
• Achieve 50% automation with their top businesses
• Reduce the workload for one client by nine full workdays in a month

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#4 The Koin Club

By partnering with Yuma AI, collectibles and memorabilia company The Koin Club:

• Increased SLA response rate from 6% to 57% in six months
• Fully automated 40% of its CX tickets
• Reduced human agents by 83% to optimized CX resource allocation

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#5 MyVariations

Dental hygiene company MyVariations was one of Yuma AI’s earliest success stories. They were able to:

• Slash first response times by 70%
• Automate 30% of customer support tickets
• Maintain a 4.7/5 Trustpilot rating, underscoring enhanced customer satisfaction

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The choice is clear: Specialized AI tools like Yuma AI outperform traditional helpdesks

If your objective is to automate customer interactions from start to finish — and reduce the burden on your staff in the process — Yuma AI is your best bet. Our CX AI solution is capable of managing complex queries and providing personalized support, all while significantly reducing your team’s workload.

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You know what you’re looking for and you’ve seen what our customers have to say — now all that’s left to do is contact us to get started.