With Diego Casabe, COO of Kleta
Hours incident resolution
Growth while maintaining support quality
CSAT rating for automated support
CSAT rating for agent support
Kleta needed an omnichannel messaging inbox to receive and respond to support requests. It also wanted to use a combination of automation and human agents to attend to customers and ensure customer information was always up-to-date.
Kleta was originally working with a business messaging solutions provider that only could only facilitate chats over WhatsApp. It approached respond.io for a more sophisticated set of tools to offer high-quality omnichannel support as it scaled.
Kleta was handling customer communication over email and WhatsApp API, which requires an inbox to send and receive messages. It connected both channels to respond.io when it switched solutions providers.
To establish a presence on popular channels in the region, Kleta then started an Instagram account and integrated it with respond.io. This allows it to offer support across multiple channels while agents can respond to customer inquiries and support requests from a single platform.
As 75% of its support requests are incident reports, Kleta wanted to automate predictable tasks. It used respond.io’s automation builder Workflows to create Anna, a virtual assistant persona. “She” invites customers to select a support category in Spanish or English from a menu.
An HTTP request in the Workflow obtains and updates customer data from cloud-based data solution Ninox before processing the support request. Several tasks can now be handled autonomously until completion. However, Kleta still provides access to a human agent as a fallback or for more complex requests.
At first, Kleta had a single customer service agent personally answering all support requests on WhatsApp during limited operating hours. This quickly became unfeasible.
The Barcelona team expanded and a second team was set up in Venezuela to offer support for extended hours, six days a week. Workflows now route customers by language and shift and assign them to available agents. Automation also allows agents to escalate support cases easily.
With a support team spread across two countries, Kleta needed to monitor agent performance remotely and in real-time.
Additionally, it could only gauge customer satisfaction through Google reviews. These provide insights into the subscription, riding and overall customer experience but do not show how customers feel about support specifically.
On respond.io, managers can supervise conversations and intervene as necessary. The powerful analytics component also enables long-view and granular data on performance metrics for goal-setting.
Conversation summaries help Kleta collect data to improve support handling and build future automation accordingly. Best of all, it also collects customer feedback on both automated and agent support with Customer Satisfaction (CSAT) surveys after each conversation.
“Respond.io helps us offer the necessary support to retain and attract customers. We doubled our subscribers in two months without compromising on support quality. We are also more data-centric in making decisions now with the insights provided. This is definitely the platform that will allow us to scale and achieve the growth we want to see.” — Diego Casabe, COO of Kleta
Through the right mix of automation and human support, Kleta resolves most issues and gets subscribers back on their bicycles again within 48 hours of an incident. Automated support scores 4.3 out of 5 stars in CSAT ratings. Meanwhile, agent support averages 4.6 stars, with 2 out of 3 customers giving the support team full marks.
This consistently high level of customer service increases customer confidence and brand loyalty. As referrals make up a high percentage of customer acquisition, Kleta successfully grew its subscribers by 100% in just two months.
Kleta is aiming to triple its subscribers and employees within the year. With respond.io, it can easily onboard more agents and create more sophisticated automation to maintain a superior customer experience as it scales.