- Retail
- UK
- Midsize
- Hybrid
Healthspan
Healthspan, one of the UK's largest DTC suppliers of vitamins and supplements, integrated Talkative AI's chatbot with Mitel's contact center solutions to create a more efficient and effective customer service experience.
At a Glance
Healthspan's team, made up of 57 customer support agents handles over 150,000 interactions each month and answering questions on their 200+ products. Faced with the challenge of effectively scaling their customer service as the company expanded, Healthspan looked to streamline, consolidate, and modernize its communications.
Goals
As they continued to grow, Healthspan required a scalable and integrated communications solution that would provide a consistent customer service experience while reducing resolution times, free agents to assist with more complex inquiries, and provide actionable insights, without increasing administrative burden.
Results
Integrating Mitel's contact center solutions with Talkative's AI-powered chatbot, Healthspan was able to:
- Automate digital product inquiries while increasing an already positive CSAT score and deliver a more consistent customer experience.
- Achieve an 88% AI resolution rate by the end of the first month.
- Increase customer satisfaction by 3%.
Mitel's dashboards also provide a single point of reference for customer feedback, agent performance, activity, and conversation logs, empowering supervisors with critical decision-making information.
