After going live, the JustPark team customised their bot’s tone to provide a consistent service experience across channels - here, they received support from Solvemate’s Customer Success team to guide, iterate and test. Furthermore, by checking user feedback, the JustPark team has been able to continue to improve the bot’s performance on a weekly basis.

The chatbot is seamlessly integrated with Justpark’s CRM system Zendesk, both via API and Chat; this means that a handover to a human service agent can happen at any time. Through Solvemate’s dynamic forms users can solve a variety of requests, such as reporting someone who is parked in their space by uploading a picture and filling out the form. Another use case is when users want to merge two accounts they’ve set up separately with different email addresses. In the forms the users are asked to fill in all information, so that the support agent can merge the account. This avoids the time-intensive back and forth between the agent and the end user.

Solvemate has been working closely with the JustPark team throughout the process. JustPark even took part in Solvemate’s UX design testing and product workshop and gave crucial feedback to improve the layout and product development of the chatbot. During the first two months of being live, the Solvemate Customer Success team had a weekly catch up with the JustPark team to improve the bot performance.