How M.video reduced its First Reply Time by 5x with Pythia
Industry
E-commerce
Platform
Zendesk
Requests
< 10k
About M.video
M.video is one of the largest E-commerce brands in Eastern Europe. The company has deployed Zendesk to receive and process numerous social media requests in the single unified interface. The 2-tier customer support team includes over 20 agents who serve thousands of tickets every month.
Challenge
Dealing with conversational, chat-like tickets from social media, M.video was constantly challenged to serve customers in the shortest time and with the best experience. Growing volume and diversity of requests required automatization of the routine support practices like tickets categorization, routing and processing with modern, AI-driven technologies.
Solution
M.video deployed Pythia as the unified solution to categorize tickets by the custom multi-level system of topics, to optimize their processing with upgraded macros usage experience and to extend basic macros reporting capabilities of Zendesk. Agents received an efficient productivity tool and managers got a versatile macros management solution.
Results
Relying on high-quality categorization accuracy (94%), Pythia suggested most relevant replies candidates in 76% of cases. As a result, the average FRT (First Reply Time) dropped by around 5X during 2019. CSAT reached 90% with the stable month-to-month growth trend.
“With Pythia's macros instant suggestions our support agents are solving more tickets in less time. We also love the fast and powerful search inside the app which goes far beyond Zendesk's title based search. With our amount of tickets these all are remarkable savings.“
