600+
Inquiries per Day
13
Seconds Response Time
The Challenge: Scaling Customer Support Without Compromising Quality
Two years ago, Maybe* Tech faced a pivotal decision. The company was growing rapidly, and with that growth came an inevitable surge in customer inquiries. The team was at a crossroads: should they massively expand their customer support team, or could they find a more innovative solution that would allow them to maintain their high standards of service without overextending their resources?
Watch the interview highlights with Polly
The risk of not addressing this challenge was clear. Delayed responses and overwhelmed support staff could lead to frustrated customers and potentially harm Maybe* Tech’s reputation—a risk they couldn’t afford to take. The team knew they needed to find a solution, and quickly.
Seeking the Right Partner
The search for a solution began with a deep dive into the world of AI-driven customer support. Maybe* Tech had always been forward-thinking, with a solid understanding of AI’s potential. However, they had never implemented AI as a core component of their customer service strategy. The company considered various options, each promising to automate customer support in different ways.
But it wasn’t until they encountered Quickchat AI that they found a solution that truly aligned with their needs. As Polly Barnfield explains:
“One of the key reasons we chose Quickchat AI, other than their great team, was that we wanted an AI that we could integrate with our existing business systems, particularly Intercom.”
Polly Barnfield
CEO, Maybe* Tech
This integration was crucial because it allowed Maybe* Tech to seamlessly blend AI-driven support with their existing customer engagement strategies.
Turning Skepticism Toward AI into Success
Despite the excitement about the potential of Quickchat AI, there was initial hesitation within the Maybe* Tech team. The idea of turning customer service over to an AI system was met with skepticism. The team worried that relying on AI might diminish the personal touch that their customers had come to expect.
“There was a lot of pushback,” Polly admitted. “Our team was nervous about how customers would react to interacting with an AI, especially since we’ve always been known for our personalized support.”
But those fears quickly dissipated as the team saw how Quickchat AI Assistant interacts with users. The AI Assistant not only responded to customer inquiries efficiently but also engaged with users in a surprisingly human-like fashion. Polly noted:
“It was extraordinary how quickly opinions changed once people saw the AI in action. We started seeing incredible conversations, where customers were talking to the AI as if it were a human. It wasn’t just about getting the right answer—it was about the experience.”
The Impact: Faster Responses, Happier Customers, and a More Creative Team
The results were nothing short of transformative. With Quickchat AI, Maybe* Tech was able to handle over 600 inquiries per day, with 93% of them managed entirely by the AI. The average response time dropped dramatically from hours to just 13 seconds.
“Customer support went from being a potential problem to one of our greatest strengths,” Polly shared. “Our satisfaction rating has actually gone up, which was a pleasant surprise.”
But the impact of Quickchat AI went beyond just numbers. By automating repetitive tasks, the AI freed up Maybe* Tech’s team to focus on more creative and strategic projects, enhancing overall productivity and innovation.
And the Best is Yet to Come
For Maybe* Tech, Quickchat AI was not just a solution to a problem—it was the beginning of a new journey. The company now views AI as an integral part of its business strategy, one that will continue to evolve and grow with them.
Maybe* Tech’s evolution highlights a shift from a company grappling with the challenges of scaling customer support to a business that has embraced AI as a critical tool for success. Together with Quickchat AI, they’ve opened up new possibilities, allowing Maybe* Tech to maintain their high standards of service while freeing their team to focus on what they do best: creating value for their customers.
Visit their website at www.maybetech.com to learn more.