Paving the way for a new era of consumer behavior, ARMEDANGELS decided to make automation a priority for their customers and their service department. They wanted to empower their customers and enable them to solve requests on their own with a chatbot solution which caters to their needs 24/7, pre- and post-sales.

In February 2021, their chatbot MAATE, which was named collaboratively in an internal survey, was implemented across every page of their website, serving all of their webshop’s customers. It was a fast turnaround since the bot was launched just one and a half weeks after the onboarding with Solvemate’s customer success team.

MAATE soon became an important and indispensable addition to the team by taking over around 2.500 conversations every month, supporting and relieving its human colleagues immensely. Within just two months, ARMEDANGELS was able to have the chatbot handle 30% of their overall ticket volume and reduce the first reply time by 20%.

The chatbot was well accepted by their customers right from the start, being able to achieve a self-service rate of 87% while delivering a CSAT of 74%. MAATE is integrated with ARMEDANGELS’ CRM system Zendesk and in case a request needs to be handled by a human agent, it can handover the conversation via email, phone and live chat. By adding a function, the bot is able to track and inform customers about order and shipment statuses.

On top of offering quick reliable solutions to their customers and taking away the backlog of repetitive requests for their service agents, MAATE helps ARMEDANGELS to understand their customers and their needs even better – and act on it. The gathered data and insights from conversations and feedback helps the service team to identify service and knowledge gaps, which customers frequently encounter, and they’re then able to prioritize these topics internally, enhancing the customer experience continuously. 

Now that ARMEDANGELS has seen great initial success with MAATE, their support team is keen on further improving the chatbot for an even better service experience. Making the chatbot available on the whole website was just the beginning, now it’s about optimizing the usage of the chatbot and the user experience for their customers in even more detail. This will be achieved through more dynamic and most importantly more personalized content, which enables their customers to solve even more requests on their own.