How Leadoo AI Helps With Customer Service!
Piklas is a Finnish window and exterior door manufacturer with roots dating back to the 1970s. The company is part of the PRT-Forest group. Piklas is known for its high-quality products with the Avainlippu brand, which can be ordered directly from the factory’s own online store. Transparent pricing guarantees that the customer receives quality without unnecessary intermediaries. We interviewed Piklas’ Sales & Marketing Manager, Petri Kovalainen, who took us through his team’s experience with Leadoo AI.
The starting point in a nutshell
The aim was to offer customers fast and personal help with the chat service for websites and online stores. Initially, the chat was answered by a human, but responding to customer inquiries late at night and even around the clock proved to be burdensome and challenging.
This created a need to find a solution that would reduce the workload without compromising customer service quality. Leadoo AI was chosen as the solution.
Smoother customer service
The implementation of Leadoo AI began in collaboration with Customer Success Managers Saul and Madeleine. After a few meetings, and immediately developing learnings, the AI responses were already very good.
Petri said: “I was surprised by the high-quality answers the artificial intelligence was able to provide in the chat.”
The results were a great surprise!
After the introduction of Leadoo AI, live chat is no longer needed. Customers can now receive advice and answers 24/7, without the need for a human to be on call in the chat. Leadoo AI has been able to deliver high-quality answers to queries. Petri states: “The service of the Chattibot is at least as good as that of a human.” However, according to him, the most important feature of all is that Leadoo AI works tirelessly, even at night.
Leadoo analytics can be used to monitor, for example, how many conversations Leadoo AI has and what the conversations are about. With Leadoo AI, Piklas has has over 100 conversations per month. Throughout the entire customer relationship, a meeting has been held once a month to review the AI’s results and responses. Petri claimed, It’s good to sit down once a month and study analytics with a group.” The Leadoo Customer Success team, and Account Managers work tirelessly, and proactively, to continuously improve performance.
The collaboration with Leadoo continues, and new development steps are already planned. The next step is the introduction of pop-ups. They can be used to highlight important messages to the customer at exactly the right moment.
Finally, we asked Petri who he would recommend Leadoo to.
“For companies that do business with consumers,” Petri answers.
With Leadoo AI, Piklas has succeeded in replacing live chat, and reduced the customer service load.
With Leadoo AI, it is also easy to leave a contact request or book a free planning appointment.
