How Petlibro Achieved 49% Automation and Saves 20% Annually with Yuma AI

Introduction

Petlibro is a German-Design-Award winning brand from California, US founded in 2020. They are best known for their feeders and water fountains that help busy pet owners take care of their pets. They have sold over two million products and are currently #1 best-seller on Amazon in the category. Petlibro's mission is to automate feeding, specially for owners who spend time out of home.

Although founded just 4 years ago, it's obvious that the company grew fast. Sales of their products spiked last year and so did their need for customer support. About a year ago, their support team started to feel the heat. They realized they have to scale support to meet the demand.

“I would say it's a perfect solution, especially for shopify merchants. Yuma truly goes beyond. It not just converses but automates external actions in 3rd party services. Which is a game changer.” - April Tang, Customer Support Supervisor at Petlibro

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Problem

When the demand surged a year ago, April Tang of Petlibro started looking for solutions. April is the customer support supervisor and was responsible to lead the charge.

Finding agents isn't the biggest challenge. It's the hiring and training of new human agents that posed a major crisis. Onboarding and training takes 2 months for Petlibro. Without past experience in hardware-support, some agents find it hard to grasp everything.

Here’s April describing her experience: We need agents to know every detail about our products. Like the structure, working principle, troubleshooting steps, and FAQs. So the training session is very time consuming, and some agents cannot bear the pressure. Some don't want to learn deeper about products that are complex.

Training was one of the many challenges faced by Petlibro. Their support team is distributed while most of their customers are from North America and Europe. With increase in support queries, the team struggled to provide instant replies. They needed something that works when it's night time in team’s time zones.

In January 2024, they saw the biggest surge in ticket volume due to holiday season. This forced them to consider AI automation as the solution. Here’s what April had to say about her research into AI solutions for CS - We searched for several AI tools. I was aware of companies developing solutions specific to our problems. After searching for months, none of them felt confident. We found Yuma AI after a while and honestly nothing matched with Yuma. Most tools before Yuma AI didn't succeed in identifying product models accurately. They couldn't troubleshoot autonomously either. After having a demo call with Yuma's founder Guillaume Luccisano, I was sure that Yuma AI is what we are looking for. Today with their tech, we have managed to automate 49% of all tickets at Petlibro.

“In two months of training, human agents can learn 5 to 10 products but we have more than 20 products now. So if we hire an agent and we want him to know every product it may take more than 2 months.” - April Tang, Customer Support Supervisor at Petlibro

Since the last six months, Petlibro would have to hire 3 new human agents if it wasn’t for adopting a right AI tool.

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Solution

Petlibro partnered with Yuma AI in February 2024. Since then, they have reached an impressive full automation rate of 49%. Which means they don’t have to worry about half of all their support tickets. They also achieved a much shorter full-resolution-time (FTR).

“We achieved a big decrease in full-resolution-time after using Yuma. It’s about 30%. Some tickets need more than one touch and can go up to 3/4 touches to completely resolve. The touches have decreased with Yuma AI as it's able to resolve a lot of tedious steps for us. This now results in much shorter full-resolution-time.” - April Tang, Customer Support Supervisor at Petlibro

The highest volume of support requests include product-troubleshooting, product-inquiry, and where-is-my-order (WISMO). Which are now all being autonomously handled by Yuma AI. April believes that Yuma’s autopilot feature is unmatched to other companies.

“I have tested several AI solutions but Yuma beats them all in accuracy and capabilities. I love how much control the AutoPilot feature allows you when building automations.” - April Tang, Customer Support Supervisor at Petlibro

April's favorite Yuma feature is AutoPilot. It allows you to create AI automations for complex cases using plain text, like ChatGPT.

“Yuma's team has been super helpful in setting up autopilots that serve our business. The combination of granular-control and scalability makes Yuma the best solution out there.” - April Tang, Customer Support Supervisor at Petlibro

Petlibro was able to cross 20% full automation in the first couple of months. April's initial interest in the AutoPilot feature led her to invest more time in it. Today she’s one of Yuma's top power users. She’s also a fan of Yuma’s Time Savers which are simple automation pre-sets that you can turn-on on day one. They also use Recharge integration inside Yuma to automate external actions.

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Outcomes

Automation Rate

Since implementing Yuma AI, Petlibro has fully automated 49% of all support tickets. This has led to faster resolutions and a happier support team.

“We sell water fountains with filters that need changing. So customers subscribe to our filters. This means we get a lot of subscription management queries. Yuma can autonomously cancel and update subscriptions. We don't worry about subscription management anymore.” - April Tang, Customer Support Supervisor at Petlibro

Cost Savings

The company saves five digits yearly on agent expenses. That's about 20% reduction in support costs in under six months. These savings allow Petlibro to reallocate resources in higher-value initiatives.

Time Saved

Time to readiness was 2 months for human agents, considering training and onboarding. With Yuma AI, this time has reduced to almost instant. This efficiency gain enables the team to focus on quality assurance.

Full Resolution Time

With AI, the company has reduced their full-resolution-time by 30%. Customers now receive quicker solutions to their problems.

Decreased Hiring Overhead

Six months ago, Petlibro faced the need to hire at least 3 new agents to manage the demand. Yuma AI's integration eliminated this necessity, reducing the hiring overhead.

24/7 Support

With market in the US, providing 24/7 support was challenging for their distributed support team. Yuma AI ensures that queries are answered 24/7. This has allowed Petlibro's management team to think more global.

“I love how Yuma AI ensures steps and conditions while also conversing fluently with customers. Like when our customers ask for troubleshooting, we need the product number or receipt to provide support. A lot of times customers forget to provide that. Yuma can autonomously ask for information in such cases and then proceed to the next step. This is hugely beneficial. It saves our brain cells!” - - April Tang, Customer Support Supervisor at Petlibro

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Conclusion

With Yuma AI, Petlibro achieved a 49% automation rate and significantly improved efficiency. They've reduced full-resolution-time by 30% and saves 20% annually.

Yuma AI has solved the challenge of training new agents, eliminating additional hires. The 24/7 support capability allows them to serve international markets seamlessly. April's experience highlights the effectiveness of Yuma's features like AutoPilot and Time Savers.

Yuma’s tech demonstrates the power of AI in customer support. Looking ahead, Petlibro envisions automating a majority of customer interactions across various channels. Specially now that Yuma has released social automation. Their strategic use of AI is allowing them to focus on newer initiatives without the need to expand workforce. Hence, we urge companies to adopt AI today, or risk falling behind.

We have found the team to be very diligent. They are quick to listen whenever there’s anything we need help with. Guillaume, the founder is also very hands on and eager to listen to customers. They deliver proactive support till you get to success. - April Tang, Customer Support Supervisor at Petlibro

Book a demo call today to get started. Experience the Yuma way.

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