CUSTOMER STORIES

See how Ava, eDesk's AI Chatbot, enhanced efficiency for Electrical World

John Coalter – CEO

Electrical World

66%

of queries answered instantly

COMPANY
Electrical World provides huge range of household and trade electrical supplies.

HEADQUARTERS
UK

INDUSTRY
Electronics, DIY

SELLING PLATFORMS
Shopify, Amazon, eBay, IRP

SOLUTIONS
eDesk

CUSTOMER SINCE
2016

FAVORITE FEATURES
AI chatbot

Electrical World

Electrical World has been a leader in online retail for over a decade, offering a wide range of electrical products through platforms like Shopify, IRP, Amazon, and eBay. Handling 2,000–3,000 customer tickets per month, the company is committed to delivering seamless experiences to its customers.

Our goal has always been to provide exceptional service, and tools like Ava allow us to stay ahead of the curve while keeping customers happy.

THE CHALLENGE

Managing customer queries across multiple channels was becoming a bottleneck for Electrical World’s support team. With over 80% of tickets being post-sales inquiries, repetitive tasks overwhelmed agents, slowing response times and creating inefficiencies.

Key challenges included:

Handling repetitive, day-to-day queries manually.
Limited tools for consistent data collection.
The growing need for automation to scale efficiently.

THE SOLUTION

Electrical World implemented Ava, eDesk’s AI-powered chatbot, to streamline their support operations. The intuitive drag-and-drop setup allowed their team to quickly create workflows for handling common queries such as:

Order Tracking: “Where’s my order?” inquiries.
Returns Processing: Step-by-step guidance for returns.
Product Guidance: Helping customers choose technical product specifications.

Additionally, Ava was trained on Electrical World’s unique requirements and brand tone, ensuring consistent and accurate responses across all customer interactions.

“The setup was so straightforward—just drag, drop, and go. Ava instantly became a vital part of our customer support team.“

John Coalter

CEO

THE RESULT

Since implementing Ava, Electrical World has seen significant improvements in efficiency and customer satisfaction:

Key Results:

Faster Resolutions: Agents spend less time collecting data and more time solving complex tickets.
Improved Customer Satisfaction: Ava’s consistent tone and accurate workflows enhanced customer trust.
Increased Efficiency: Automation reduced repetitive tasks, enabling the team to handle high ticket volumes effortlessly.
Data-Driven Insights: Ava collects data consistently, empowering agents to make faster, informed decisions.