CUSTOMER STORIES
John Coalter – CEO
Electrical World
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 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.
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:
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:
Additionally, Ava was trained on Electrical World’s unique requirements and brand tone, ensuring consistent and accurate responses across all customer interactions.
Since implementing Ava, Electrical World has seen significant improvements in efficiency and customer satisfaction:
Key Results:
Prova gratuita di 14 giorni.
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