Solve It Story [Ada]

SOLVE IT STORIES SOLVE IT STORIES How Ada helped BlueJeans serve 72% of its chat users with its chatbot versus a live agent. The Challenge BlueJeans by Verizon is a communications technology company for enterprise productivity. It empowers organizations to succeed via secure video collaboration and large interactive events in a work-from-anywhere world. The pandemic presented both opportunities and challenges for BlueJeans’ sales and support teams. Free users, who don’t directly generate revenue for the “At BlueJeans, our core focus is our business, were generating a significant volume of customer customers. Ada is helping us elevate support inquiries and were often costly to serve. BlueJeans the support experience for all of our wanted to be available to all user types across the customer users — not just our largest customers. journey to offer a high-quality support experience to both This is what sets us apart from prospective and existing customers. our competitors.” CHADD THOMPSON The Opportunity Head of Marketing, BlueJeans Brands often need a way to show up instantly and consistently, any time and anywhere their customers need them, all while growing in popularity. How do they ... • Deliver valuable interactions at scale to meet people’s needs quickly? • Use every brand interaction as an opportunity to build trust, deliver value, and, ultimately, drive growth? • Purposefully automate conversations with customers across their lifecycle to save costs and grow revenue, all while treating every customer like a VIP? In the case of BlueJeans, it needed a needed a scalable solution that would allow it to offer quality of service for both its high-value enterprise customer base and free users. With the help of Ada, it was able to do this.

SOLVE IT STORIES SOLVE IT STORIES The Successful Outcome Prior to implementing Ada on the BlueJeans website, the company’s support channels included live chat, portal case creation, and phone support. With Ada, customers quickly adopted the chatbot as a new “Seventy-two percent of our users form of support. who chat with Ada don’t escalate to a live agent. As a result, we’ve Implementation reduced our first response time for • BlueJeans implemented Ada common customer questions complex questions that need to be across its support and pricing while making it easier and passed on to a human agent.” webpages as the first point faster for prospects to reach ZACHARY BOSIN of contact for prospective and a sales representative. VP, Product Marketing, existing customers, naming • BlueJeans was intentional BlueJeans the chatbot Denim. It was about the personality of its so successful that Ada was bot. Denim was designed to also added to its trial and be chipper and friendly, in line product pages. with BlueJeans’ brand and the • Using Ada’s no-code builder experience a customer should interface, BlueJeans created expect from BlueJeans’ human automated conversational flows representatives. in Denim to resolve the most Integrations and setup • Salesforce Live Agent: Ada • Salesforce Community: facilitates a warm transition BlueJeans’ customized to a human agent when more proactive messages on help is needed on either popular knowledge base a support or sales inquiry. articles, serving up top tips • Service Cloud: for customers to self-serve. When needed, Ada generates • Ada has been integrated with cases in Salesforce that are the BlueJeans status page to populated with customer proactively notify users of new details to assist agents with or updated postings. faster resolution. Customers with open cases can request Ada to look up the case status and provide a direct escalation to a BlueJeans agent.

SOLVE IT STORIES SOLVE IT STORIES This has resulted in ... • 75% of support contacts engaging with the chatbot. • 72% containment rate of customers in the chatbot not needing to be transferred to a live agent, as a result of artificial intelligence and “Ada’s integrations with Salesforce machine learning with Ada. allow us to proactively engage • A reduction from 30% to 5% live chats from trial end users, allowing our customers and drive self-service. BlueJeans live agents to be more readily available to paid customers. In one of my favorite use cases, we connected Ada to our status Customers looking to keep the employee experience top of page so we can proactively notify mind while rolling out the process changes should consider: users of new or updated postings.” RYAN ELDER • When it comes to your brand experience, each interaction counts. Support Lead, Operations & Enablement, Your brand is the sum of every interaction you have, across every BlueJeans channel — with employees, prospects, and, especially, your customers. This is what makes or breaks modern enterprises — not product or service, pricing, logo, or viral ad campaigns. • As brands scale, it becomes harder to interact in a meaningful way, and a gap starts to form between what brands promise and how they actually interact. The only way to bridge it is through automated brand interactions that make every customer feel like a VIP. • With so much on the line, your automated brand interaction strategy needs to be built on a solid foundation, which can be summed up in three key words: empathetic, purposeful, and consistent. Learn more Learn more about Ada for Salesforce on AppExchange.