Solve It Stories - Ada

SOLVE IT STORIES TALES OF CUSTOMER SUCCESS FROM OUR PARTNERS How Ada helped Raise drive better customer experiences using AI. THE CHALLENGE Raise is a mobile payment platform that helps consumers earn instant cash back and save money with sales and coupons from 4,000+ brands on its marketplace. While the ecommerce industry has been steadily growing, the pandemic prompted a massive growth spurt, and companies needed to adapt to meet customer demands. Raise was only providing customer support through phone and email with a poor turnaround time that lagged between 12–24 hours. Raise needed to find an automated solution that would allow it to provide customer support immediately and at scale. THE OPPORTUNITY Ada helps Raise achieve our goals Businesses often need a way to provide exceptional customer every day by increasing efficiency experiences quickly and at scale. for our agents, by decreasing turnaround time for our members, HOW DO THEY ... by allowing us to quickly get any · Create meaningful interactions with customers to drive customer new information in front of them. We’re hoping to use it as a engagement, loyalty, and revenue, without increasing costs? marketing and revenue-generating · Decrease customer support response turnaround times? tool to increase brand awareness. · Ensure that the AI platform can be easily built and managed by Erin Brusseau nontechnical CX teams? VP, OPERATIONS In the case of Raise, it needed a solution that would allow it to quickly connect with and provide exceptional support for its customers at an affordable cost. It was able to do this with the help of Ada.

SOLVE IT STORIES TALES OF CUSTOMER SUCCESS FROM OUR PARTNERS THE SUCCESSFUL OUTCOME As a result of implementing Ada, Raise was able to quickly expand the ways it connects with customers with: Quick Implementation: Ada’s low technical lift makes it really easy for users of all technical levels. Its no-code integration enabled Raise to go live with the Ada chatbot in less than two weeks. Salesforce Live Agent: Raise integrated Ada’s conversational AI platform with Salesforce Live Agent, which has allowed the chatbot to escalate customer problems when needed. Now it’s easy to collect customer information, put them in front of the right agent, and give agents full transcripts for context and AI-powered summaries to speed up resolution time. Social Media Integration: In addition to Ada’s web-based chat and mobile We were able to make sure all app chat support, Raise has integrated Ada with Facebook Messenger to our information was up to date easily connect with customers who prefer to interact via social media. and correct. We’re able to THIS HAS RESULTED IN ... have a large containment rate · An 85% containment rate (the rate at which customer interactions within the bot. That’s the kind are resolved by the bot) of agility Ada allows you to have during a holiday push or · A savings of over $133,000 as a result of 22,000 bot contained cases your busy season. in 6 months Erin Brusseau · A 45% decrease in support phone calls VP, OPERATIONS In addition to day-to-day demands, Ada helps Raise adjust to hectic seasonal shopping periods. With an increase in web traffic and sales from Black Friday through Cyber Monday shopping in 2020, Ada was able to service customers, contain questions, and update information quickly. Watch this video to learn more about how Raise has benefited from Ada. CONSIDERATIONS FOR CUSTOMERS WHO ARE LOOKING TO AUTOMATE THEIR CUSTOMER SERVICE PROCESSES: · It’s important to create a customer experience strategy across the entire customer journey. By including support in existing marketing and sales customer journeys, you can deliver a comprehensive end-to-end customer experience that reduces costs and generates revenue. · While any ecommerce company can increase the number of support agents to meet the demands of its customers, it can often become expensive, especially for scaling companies like Raise. Using the right conversational AI platform can enable companies to service more customers while maintaining costs. Learn More Learn more about Ada’s live chatbot solution on AppExchange.