Challenge

Fourways Airconditioning - a long-established distributor of top brands in air-conditioning and heat pumps, with an international presence in 17 countries - struggled with high call volumes and extended resolution times for customer inquiries. Before adopting Grapevine’s dedicated WhatsApp Inbox and AI Chat Solution, the company relied solely on Voice calls and CRM to assign and prioritise requests, and wanted a more efficient, customer friendly way to handle requests via preferred channels like WhatsApp.

Solution

Fourways Airconditioning partnered with Grapevine to give clients a simpler faster way to get assistance, by enabling Grapevine’s dedicated WhatsApp Inbox and AI Chat Solution, customers were now able to get help with frequent questions instantly through an AI Chat service and also easily initiate a conversation directly over chat with a human Agent if they need to. To make sure they chat to the correct Service Agent, the solution also includes an automated service workflow that intelligently routes and assigns the query to the most appropriate Agent based on what the clients needs.

Grapevine customised the AI chatbot specifically for Fourways with clear guardrails to ensure the AI-Bot knew exactly what type of questions it could answer and when to handover to a human agent. The use of AI-Chat has helped to alleviate the pressure on the call centre with customers getting the correct answers to their FAQ’s without needing to speak to a human agent.

The Automated Service Workflow routing and assignment has greatly reduced the need for manual intervention. And the single interface for all customer service agents and service managers provides a unified view of all conversations with customers, with easy filtering to drill down to individual conversation details, and reporting provides a quick assessment of case volumes and resolution times.

Grapevine provided Fourways Airconditioning a customer service automation solution that includes:

• WhatsApp with AI Assistant & Customer Service Inbox: WhatsApp AI-Chat and a unified conversations inbox allows customers to get answers quickly to common questions and initiate chats directly with service agents.
• Automated Responses: Automated replies acknowledge customer messages before allowing agents to take over.
• Automated Workflows: Automated Service Workflows reduce the need for manual intervention, automatically assigning queries to the agent best suited.
• Single Support Interface: A centralised WhatsApp Inbox accessible to all Agents with individual credentials, makes it possible to manage multiple conversations simultaneously.
• Conversation Storage: Keeping a secure record of all messages makes future reference or follow-up easy.
• Service Reporting: Real-time and historical reporting provides insights into conversation volumes, agent performance, and customer interactions.

‍Results

By leveraging Grapevine’s WhatsApp Inbox and AI-Chat solution, Fourways Airconditioning successfully transformed its customer service experience. Agents handle queries more efficiently, customer satisfaction is improved, and overall costs have been reduced - demonstrating tangible value for the business.

• AI-Chat made it easy for customers to get the answers, simply by asking the AI, without the need to chat to an agent.
• Enabling WhatsApp made is simple for customers to initiate services conversations with Agents, if they needed to.
• Handling queries through automated responses and guided customer journeys significantly reduced call volumes.
• Agents being able to respond to multiple queries through a consolidated chat experience halved response times.
• Customers chatting directly to service agents without delays improved the overall Customer experience for service interactions.
• Enhanced tracking and reporting of queries improved overall visibility and agent collaboration, getting help to customers faster.