Brother Boosts Customer Service Efficiency With Messaging & AI Automation

Maintain Effective Customer Service While Enhancing Existing Processes

In an unstable economic climate, being available 24/7 and responding to specific customer needs is fundamental to a brand’s success. But it’s important to accomplish this while still being mindful of budget and resource constraints.

Brother approached this challenge in three ways:

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Automation

Automate their customer service to handle a maximum number of requests while reducing the need for advisor intervention.

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Connection

Provide an efficient link between website visitors and customer service representatives to shorten resolution times and increase customer satisfaction.

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Satisfaction

Maintain a high level of customer satisfaction while implementing these new solutions.

An Omnichannel Strategy to Increase Advisors' Productivity

Brother implemented a digital strategy that focuses on responding to every customer request while optimizing their advisors’ time.

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Automation to Increase Customer Service

Chatbots are available on the website's product, contact, and support pages and via WhatsApp. They're trained and fed brand content to learn how to accurately respond to common and recurring customer inquiries.

A Messaging First Approach

Through the use of live chat on its website, Brother offers its customers authentic connection between each website visitor and customer service respondent or bot. Question resolution time is much faster than by email, resulting in higher customer satisfaction.

A Personalized Experience on WhatsApp

Brother also offers WhatsApp to its customers on a messaging channel they're already using daily. This helps the brand connect with their customers in a more accessible and personalized way.

Streamlined Support That Boosts Customer Satisfaction