Our Client
A prominent global e-commerce platform
Challenges
The challenges our client faced
As an e-commerce enterprise catering to a worldwide customer base, our client encountered escalating customer service requirements:
- Support agents managed thousands of daily customer enquiries concerning orders, payments, and product returns.
- Simultaneously, the organisation needed to engage website visitors and facilitate their conversion into paying customers.
- Their international customer base introduced additional complexity through language differences, varying time zones, and the requirement for continuous support availability.
The business initially attempted to address these demands using only human staff, which placed agents under considerable strain. Consequently, this increased response durations and led to lost revenue opportunities and inconsistent, frustrating customer interactions.
Solution
Lola advanced Ai conversational chatbot
Intelligent Contract and Document Automation
We deployed Lola to act as a human-like shopping assistant to transform how the ecommerce business communicated with its customers.
Task Management
Streamlined contract creation, review, and document handling across the firm’s key practice areas
Automation
Lola automated routine tasks such as generating templates, extracting key clauses, and summarising lengthy documents
Legal Assist
Provided lawyers faster access to critical information and reduced manual effort on repetitive work.
Smarter Knowledge Access and Client Delivery
The chatbot was designed to handle high volumes of inquiries, deliver personalised shopping experiences, and support customers globally without any delays.
Knowledge Base
Beyond document automation, Lola was integrated with the firm’s knowledge base and matter management tools to surface precedents, similar cases, and relevant internal expertise in real time.
Efficiency Gain
This enabled lawyers to respond to client queries more quickly and accurately, standardise best practice across teams, and improve overall utilisation and matter turnaround without compromising on quality
Result
The deployment of our Lola chatbot produced measurable positive outcomes:
- Mean response durations decreased from 2-4 hours during high-traffic periods to immediate responses, addressing customer queries within seconds and diminishing the support queue by 60-70%.
- Lola’s intelligent customer engagement led to a decline in shopping cart abandonment by 20-25%, whilst the conversion rate from site visitor to purchaser grew by 15-20% during active shopping sessions.
- Rather than maintaining a large support workforce handling high-volume repetitive enquiries, Lola managed 60-80% of standard queries independently, lowering operational expenses by 30-40%.
- The chatbot’s continuous multilingual functionality enabled the company’s international customer base to expand by 15-20%.
- Lola’s capability to collect conversation insights in real-time facilitated quicker marketing strategies and boosted sales opportunities by 10-15% through precision-targeted communications.
Initially, Lola was integrated with the company website to enable monitoring and fine-tuning, but it was then rolled out to WhatsApp Business Chat, various social media channels, email and SMS for omnichannel consistency. Across all channels, Lola provided an enhanced customer experience, leading to higher satisfaction rates, improved brand perception and stronger customer loyalty.
Results
The implementation of our Lola Conversational AI chatbot generated quantifiable positive outcomes:
70%
Support Backlog
Reduced the support backlog by 60-70%
25%
Cart Abandonment Rate
Lola's proactive customer engagement resulted in a reduction in cart abandonment by 20-25%
20%
Conversion Rate
The conversion rate from website visitor to buyer increased by 15-20% during engaged shopping sessions
40%
Op Expense
Instead of a large support team handling high-volume repetitive inquiries, Lola handled 60-80% of routine questions autonomously, reducing operational costs by 30-40%
20%
Customer Expansion
The chatbot's 24/7 multilingual capability enabled the company's global customer reach to expand by 15-20%
14%
Smarter Selling
Lola's ability to capture conversation data in real-time enabled faster marketing decisions and increased sales opportunities by 10-15% through targeted communications.
“Deploying Lola has fundamentally revolutionised our customer engagement approach. Right from implementation, the chatbot minimised response times, efficiently processed substantial query volumes, and attracted our website visitors with customised recommendations. We’ve witnessed a significant uplift in customer satisfaction, reduced support expenses, and enhanced conversions throughout our platform. Lola has not only optimised our support workflows but also delivered actionable insights that enable us to make informed marketing and strategic decisions. We’re enthusiastic about extending its functionalities even further.”
Head of Customer Experience
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