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Industry:

Ecommerce/Retail

Country:

Portugal

Company:

Bizay is a global marketplace, a major player in the printing business and customized promotional products, selling to 21 countries in Europe, South America, and North America. Bizay has empowered more than 1 Million SMBs to grow their businesses during the last years.

Case Studies

48%​ improvement in agents’​ Average Handling Time.

CRM Integration

Solution

Agent Assistant

Achievement

48%

Improvement in average handling time

Main Achivements

  • 30% tickets fully handled by AI​
  • 11% higher CSAT in AI handled cases​
  • 45 day results​

The challenge

  • Handling and dealing with an unusually large number of requests and client interactions (emails, web forms, and more) across a broad range of topics. ​
  • High volumes of repetitive support interactions incoming through multiple channels, requiring manual responses.​

The solution

  • Automaise Support Genius Salesforce widget allows operators to easily manage customer care inboxes.​
  • Automated ticket classification, routing and operator assistance, through next-best-action & semi-automated responses.​
  • AI makes it possible to classify, answer and autonomously close a wide range of support tickets.​

BIZAY’s project got some coverage in the media:

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