Landbots' ease of use was pivotal in our ability to develop an effective WhatsApp support bot solution for our customers swiftly. Its intuitive and easy-to-use interface allowed our non-technical employees to learn it with minimal support, enabling us to go live rapidly with a solution. Additionally, the hassle-free configuration spared our scarce technical resources from extensive development efforts.
1) Implementation Duration: Within 2 weeks of signing up with Landbot and having an initial discussion, we successfully developed and deployed our very own Customer Support WhatsApp bot using Landbot's WhatsApp bot solution.
2) Hassle-free, easy-to-use, and intuitive user interface and Message Flow Design functionality: The configuration and message flow design were completed in roughly 2 days and did not require any extensive use of technical resources.
3) Integration with our platform: Landbot's WhatsApp solution is highly integrative - We, therefore, elected to spend the majority of the 2 weeks integrating our platform data into the WhatsApp bot-message flow so that we could create a self-service experience for our customer's having access to their personal account data into the message flow.
4) Self-Service Experience: We initially rolled out the WhatsApp bot to a sub-segment of our customers to ensure the concept of the solution held to our objectives and we could find any areas of improvement. After two short weeks, we decided to roll out the solution to our entire customer base and saw an immediate uptake. During our pilot phase, we averaged around 400 chats per day - we now field over 2000 chats per day (with 175'000 messages per month). The adoption of the solution by our customers has been exceptional - we have experienced more than a 20% reduction in demand volume across our alternate manned support channels (email, voice, and support tickets). The laws of traditional customer support metrics, such as first response time, resolution time as well as 24/7/365 availability have been rewritten. In short, our customers now enjoy a completely self-service experience through our WhatsApp bot.
5) Innovative, scalable, and reliable solution: As a fintech company our culture is centered around creating an exceptional customer experience that is enabled through technology. To better handle certain enquiry types from customers, we elected to make use of the customer service AI feature within the WhatsApp bot workflow. This feature works well and promotes the 24/7/365 availability experience. This solution has allowed us to restructure our overall customer support experience, with the WhatsApp bot handling the majority of the front-line enquiries with our call center agents now fielding more technical enquiries - we have since blended our agents on the WhatsApp bot during business hours to further enhance this medium of communication. We have equally not experienced any platform downtime, message latency, or service degradation in using this solution, notwithstanding a dramatic volume growth ( approximately 4 concurrent chats per minute).
6) Professional advice and exceptional support from Landbot: The team at Landbot and the support they have provided to FASTA has been world-class. The team is accessible knowledgeable, has taken the time to understand our business, and provided sound guidance on how best to use the product in our environment (given their experience with broader customers and markets). This proved invaluable and aided in us being able to move quickly with the solution Review collected by and hosted on G2.com.
The only downside we experienced in using Landbot was the cost of the AI feature when used within the WhatsApp solution. There is very often very little idea of how the scale of usage will ramp and particularly which customers will engage the AI feature and which will not. The standard pricing, denominated in Euros, limits the number of AI-based chats that can be used and once you exceed this cap pricing is expensive (EUR 1 per AI chat). This can dramatically increase your overall bill very quickly without you realising it. To the Landbot team's credit, they were very responsive and flexible, again understanding our business case, and they provided a custom pricing solution adapted to our business model. Review collected by and hosted on G2.com.
Justin,
We love reading reviews like this at Landbot! Thank you so much for your detailed recommendation and for inspiring others looking for a quick and hassle-free solution to help their customers on WhatsApp. It's a pleasure to work with you, and we are so proud of the way you're using Landbot's AI Assistant to provide quality Customer Service. We're excited to see how our partnership grows in the future!
