Company Name: Qogita
Industry: Health & Beauty Wholesale Marketplace/ e-commerce
Support Platform: HubSpot
CX Owners: Lara Churcher-Muria - Customer Experience Manager, Clara Girardeau - Revenue Operations Manager
“Maggie’s doing very well. She’s accurate in over 90% of the cases. It’s great to see how little tweaks in Knowledge Items can improve her performance further.” - Lara
About the company
Qogita is a dynamic and innovative wholesaler marketplace that revolutionizes the way businesses source and procure products. By leveraging cutting-edge technology and a vast network of suppliers, Qogita offers a seamless, efficient, and cost-effective solution for retailers and distributors looking to streamline their supply chains. Qogita ensures that its clients have access to high-quality products at competitive prices. The platform's user-friendly interface, combined with robust analytics and support services, empowers businesses to make informed purchasing decisions, ultimately driving growth and profitability in an increasingly competitive market.
The Challenge
As a wholesale marketplace for health and beauty products, Qogita faced the typical challenges of scaling customer support in e-commerce: managing high volumes of order-related inquiries, ensuring accurate and timely order tracking, and providing personalized assistance for a diverse customer base. With rapid growth, the influx of customer queries around order statuses, shipping timelines, and product availability became overwhelming. Hiring additional staff to handle the demand proved inefficient and costly. Scaling support without compromising on the speed and quality of responses was critical for maintaining customer satisfaction and loyalty.
Qogita discovered Fini and was impressed by its ability to address these specific challenges. Fini’s flexibility to integrate with existing systems like their API and CRM, combined with its ability to deliver personalized and automated responses, made it the ideal solution for Qogita’s e-commerce needs. With Fini, Qogita scaled its operations seamlessly, ensuring accurate, real-time order updates and streamlined support while maintaining the high standards their customers expected.
Qogita needed a robust solution to meet the demands of their growing business. Their requirements included:
1. Zero Code Integration with Hubspot
To streamline communication channels and maintain efficient workflows, Qogita required a solution that could sync with their existing Hubspot CRM without any code. It was critical to ensure that the AI Agent should be able to answer tickets across channels in Hubspot including - Emails, Live chat, Messenger, Whatsapp, and Forms.
2. Real-Time Order Tracking via API Connectivity
Real-time order tracking was a top priority for enhancing the customer experience. Qogita needed a solution capable of connecting to their API to provide instant, accurate updates on order statuses. This transparency enabled them to automate a high volume of order-related inquiries, freeing up their support team to handle more complex issues.
3. Intelligent Ticket Categorization
To manage support inquiries effectively, Qogita needed a system that could categorize all incoming tickets using AI. This would enable them to identify trends, uncover areas for process improvement, identify knowledge gaps, and deliver faster resolutions to customers.
4. Seamless Handover to Human Agents
In scenarios where AI wasn’t confident, Qogita required an easy handover to human agents. This feature ensured that complex, high-priority issues received the necessary attention, maintaining customer satisfaction and trust.
Why did Qogita choose Fini?
After evaluating multiple AI solutions, Qogita found that Fini was the perfect fit for their e-commerce needs. Here’s why Fini stood out:
- Ability to cover multiple channels: Fini was one of the few solutions that could handle multiple channels - Live Chat, Whatsapp, email & forms.
- Seamless Integration with Hubspot: Fini simplified the integration process, ensuring a smooth transition with minimal disruption to Qogita’s existing workflows.
- API Connectivity for Real-Time Data: Fini’s robust API integration provided instant access to live order statuses, empowering Qogita to offer personalized updates and significantly reduce repetitive inquiries.
- Customizable and Accurate Solutions: Fini’s exceptional accuracy and ability to tailor its capabilities to Qogita’s specific requirements made it a clear choice.
- Proactive Collaboration and Technical Excellence: Fini team’s proactive, collaborative approach and commitment to delivering exceptional customer service ensured a seamless implementation process.
Fini’s ability to address Qogita’s pain points, particularly in order tracking and ticket management, made it the ideal partner for scaling their support operations while maintaining a high standard of customer satisfaction.
Onboarding Qogita to Fini
Qogita’s onboarding took 4 weeks in total
- Understanding Qogita’s needs & knowledge base creation - Qogita’s team worked hand in hand with Fini to create necessary knowledge items (100 macros). Qogita’s help center links were ingested as well.
Duration: 2 weeks
- Testing - once the resources were there Fini ran the script with potential questions and Qogita assessed the replies one by one. For those which weren’t right the Team has created additional Knowledge items.
Duration: 1 week
- Integration set up - after confirming the accuracy of replies we started working on HubSpot setup, adjustment of workflows and API enablement.
Duration: 1 week
- Launch - once the team was happy with the answer quality, Fini went live with direct replies to Qogita’s customers.
Qogita’s team was very responsive, engaged and hands on, this is why Fini’s AI agent was trained in such a short period of time. Currently the teams sync once a week to discuss further improvements.
Key Metrics Post-Implementation
1. Fini resolves 88% of tickets that it handles and hands over the remaining 12% of tickets.
2. 93% of perfect replies: During manual human review, 91% replies are rated as perfect by Qogita’s team (whereas “Good” & “Perfect” make up 98% of reviewed answers.
3. Qogita’s SLA improved by 121%.
4. 50% tickets are handled by Fini end-to-end. Allowing human agents to focus on the difficult support cases.
Summary
If you're seeking a solution that enhances efficiency, lightens your workload, and elevates customer satisfaction, Fini is the partner you can count on. Ready to experience the change? Let Fini assist you in providing smarter, faster support now.
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