How Livspace used an interior design chatbot to generate leads and slash their resolution time by 89%.

The world of interior design and home renovation can be quite competitive. Just a quick search would be enough to show you how thousands of firms all varying sizes — from globally renowned interior design companies to boutique firms around the world are vying for the chance to spruce your home up and turn it into a place that you’d actually want to live in, rather than just a place that you use to crash at when you’re back from a long day’s work.

Sure, having impeccable design skills is important to survive in this game, but its not enough if you want to actually thrive in the industry. What Livspace realized is that they’ve got the design smarts that they need to craft homes that look and feel magical, but they needed to bring some of that magic to their online experiences as well.

About LivSpace

A long time ago, two college buddies embarked on a journey to build their dream homes. Soon enough, they found that it was a painful process to pick the right professionals, coordinate tasks, and make sure that they were getting great quality at a fair price.

So, what’d they do? They made it their mission to ensure that the interior designing and home renovation process was less painful and more rewarding for homeowners, which led to the birth of Livspace in December 2014 in Singapore. They then launched in India in January 2015 and went on to become the world’s largest interior design and renovation platform.

Fast forward to October 2019 — they partnered up with IKEA and started launching pop-up stores in IKEA outlets and even won the Design Excellence Award for Best Residential Design at the Interior Design Confederation Singapore (IDCS).

The goal… and the challenge

Livspace aimed to create a more interactive and engaging online experience for their customers and they knew that the most important factor for this was to be able to reply to their queries as soon as they came in.

But the issue they faced was that with all the success and recognition that they earned, they gathered millions of followers across multiple social media platforms, making it practically impossible for them to manually answer all their inbound messages and inquiries as soon as they would like to.

They needed a way to scale up their customer engagement strategy in an efficient and effective manner, across multiple channels, and in real-time. That’s where we came in.

The solution

How do you manage to interact with millions of customers in real-time, without making them wait a ridiculous amount of time before they get a response? It’s fairly obvious — you bring automation into the picture.

Livspace knew that they needed to use an AI-powered chatbot to power their customer engagements. But they knew that they couldn’t make do with just any chatbot. As an award-winning interior design and renovation platform, they recognized that they needed to build their bot on an award-winning chatbot platform.

That’s why they picked Engati, the 2021 CODiE Award winner for the Best Artificial Intelligence Driven Technology Solution.

The Livspace team built their artificially intelligent chatbot on Engati’s no-code conversation modeler, making use of our drag and drop user interface that enabled them to build a powerful chatbot with minimum effort, in the least amount of time.

Wondering what makes things even easier? The fact that they didn’t need to manually train their chatbot by painstakingly uploading individual FAQs. We made it easier for them by making it possible to upload FAQs in bulk. But we didn’t stop there, the chatbot training process becomes even easier with our DocuSense feature which allows our customers to train their bot by simply uploading documents like their policies and knowledge base, which the bot can parse through and directly pull answers from.

They deployed their AI-powered chatbot on multiple touchpoints and channels, including their website, and the channel they knew that their customers use the most — WhatsApp.

Deploying their bot on WhatsApp was a particularly useful idea, because of the fact that WhatsApp chatbots have been proven to boost conversion rates by up to 54% and the fact that WhatsApp now allows customers to even broadcast promotional messages with discount codes via the WhatsApp Business API.

The omnichannel nature of Engati’s customer engagement solutions allowed them to stitch their customer conversations across multiple channels so that context from past conversations is retained, irrespective of the channel on which that conversation took place. What does this mean? Well, just that their customers don’t need to repeat information that they’ve provided in past interactions (something that, according to Accenture, frustrates 89% of customers).

More than just automation

Automation is good on it’s own, but when it’s paired with human expertise, it becomes fantastic. That’s why Livspace brought multiple live chat agents on board to tackle the complex queries while the bot dealt with the routine, repetitive ones.

The results

We sure came through for LivSpace, doing more than just asking customer queries, but even helping them generate leads by getting prospects to share their contact information and book free design consultations over the chatbot.

On the customer service side, the chatbot handled 79% of their customer interactions, so that the agents could focus on only having to take care of the remaining 21% — the really complex customer queries.

This helped Livspace cut down their response time by 77% and even enabled them to slash their resolution time by a whopping 89%.

This article about “How Livspace used an interior design chatbot to generate leads and slash their resolution time by 89%” was originally published in engati blogs.

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