Key takeaways
About Yotpo
Yotpo helps brands accelerate their growth by enabling advocacy and maximizing customer lifetime value. With Yotpo, brands can effectively leverage social proof to increase trust and sales, cultivate loyal customer advocates, boost recurring revenue, engage shoppers on top engagement channels, and so much more. With the most advanced solutions for email and SMS marketing, loyalty and referrals, subscriptions, reviews, and visual UGC, many of the world's top eCommerce brands use Yotpo.
Yotpo's Approach to Streamlining Customer Support: Improving Case Handling Efficiency by 30% and Minimizing Internal Tickets
Cutting Handling Time by 30%:
The Impact of Mosaic AI Active Usage
Yotpo's global support organization utilizes the Mosaic AI assistant daily to address customer inquiries across various channels such as tickets, chats, and phone calls. Additionally, the tool is also used as part of their issue investigation process.
The data reveals that agents who use Mosaic AI's assistant on a daily basis to search for answers are able to achieve a 30.2% reduction in ticket handling time.
"Mosaic AI is a GAME CHANGER! Makes it so easy to find answers across all our tools in seconds. Strongly recommend!”
Erin Twyman, Learning and Enablement Manager
Reducing Internal Support Tickets by 20%:
The Impact of Mosaic AI on Customer Success
Results have shown that consistent use of Mosaic AI leads to 20% fewer internal support tickets (Slack questions), as users rely less on internal Slack channels for support and consequently, minimize internal interruptions.
The collaboration between Yotpo and Mosaic AI was initiated to address Yotpo's support team's objective of reducing internal support tickets generated by customer-facing teams. In January 2022, the Success organization joined the collaboration and the positive impact on internal tickets was immediately apparent. Following this, the support team also came on board and the integration was seamlessly adopted and continued to expand. For over a year, both the Support and Success teams have been utilizing the Mosaic AI assistant on a daily basis.
“The ability to search across all our data sources is just simply incredible. It saves our team so much time that we used to spend trying to find the relevant answer, and if the answer doesn’t exist, it allows us to identify the knowledge gaps. It enables us to spend our time working rather than searching.”
Gil Fiarberger, VP Delivery
Improving Customer Satisfaction with Mosaic Insights:
Yotpo's Action Plan
Yotpo utilizes Mosaic to identify areas where product improvements are needed to enhance customer satisfaction. Jordan Gutman, General Manager of Loyalty, has expressed his approval of the tool and the need for Yotpo's products to be integrated with it. Furthermore, the Yotpo support organization leverages MosAIc to optimize their external bot by incorporating the most commonly asked customer questions identified through the tool.
Improving Yotpo knowledge base:
The Yotpo knowledge team has been leveraging the power of Mosaic to prioritize their knowledge creation efforts. With Mosaic, they can easily identify the most frequently asked topics and pinpoint any gaps in their documentation.
By using Mosaic, the knowledge team can quickly determine which topics are most important to their customers and focus their efforts on creating high-quality content for those areas. This has resulted in a more efficient knowledge creation process and has helped to improve the overall customer experience.
Furthermore, Mosaic has enabled the team to identify any gaps in their documentation, allowing them to proactively address potential issues and provide their customers with comprehensive and accurate information.
