Getmobil Cuts Costs and Boosts Customer Satisfaction with AI Automation
Getmobil has revolutionized its customer service by deploying ElevenAgents, enabling 100% automation of inbound inquiries across multiple channels. This shift allows the company to efficiently manage high volumes of customer interactions while maintaining service excellence.
Key Facts
- Getmobil's AI deployment cut contact center costs by 60%, enhancing financial efficiency.
- 75% of queries resolved without human escalation shows strong competitive advantage in service.
- Response times improved threefold, indicating a significant boost in customer satisfaction levels.
- 100% inbound coverage across channels reveals a strategic shift towards a fully automated model.
- Expansion into outbound automation indicates proactive market positioning for future growth.
Summary
Summary
Getmobil, Turkey's leading marketplace for refurbished electronics, faced challenges in scaling its customer service operations amid growing transaction volumes. To address this, the company implemented ElevenAgents, an AI-powered solution that now manages 100% of inbound customer interactions across voice, web chat, and WhatsApp. As a result, Getmobil achieved a 60% reduction in contact center costs and tripled its response times.
Background
Getmobil operates in the e-commerce industry, focusing on refurbished electronics, and connects consumers with over 32,000 merchants. Prior to deploying ElevenAgents, the company's customer service was entirely manual, requiring human agents to handle every customer inquiry, which became increasingly costly as transaction volumes grew.
Challenge
Getmobil needed to absorb increasing customer service volume while maintaining quality and efficiency without expanding its workforce. The existing manual processes were not sustainable, leading to higher costs and slower response times.
Solution
Getmobil deployed ElevenAgents across three channels: voice, web chat, and WhatsApp. The AI agents were designed to handle a wide range of customer interactions, including order tracking, product inquiries, returns, and general support. With 100% of inbound queries managed by AI, the system escalates only complex issues to human agents, resolving 75% of conversations without escalation.
Results
The implementation of ElevenAgents led to significant improvements: response times improved threefold, 75% of queries were resolved on first contact without human intervention, and contact center costs decreased by 60%. The AI system now handles all inbound interactions across voice, web chat, and WhatsApp.
Key Insights
Businesses can leverage AI to transform customer service operations, significantly reducing costs while improving response times and customer satisfaction. An AI-first model allows for scalability without the need for proportional increases in headcount.
Customer Testimonial
“ElevenLabs transformed how we handle customer communication. We went from a team-dependent operation to a fully scalable AI-first model. Our costs dropped by 60%, our response times improved threefold, and 75% of queries are resolved by AI agents on first contact.” — Zeynep Uygun, COO and Co Founder
Entities Mentioned
Companies
Products
People
Key Concepts
Definitions
- AI agents
- Artificial intelligence systems designed to handle customer interactions automatically across various channels.
- first contact resolution
- The percentage of customer inquiries resolved on the first interaction without the need for escalation to a human agent.
- multi-channel support
- Providing customer service across various platforms, including voice, web chat, and messaging applications.
- cost reduction
- The process of decreasing expenses, in this case, related to customer service operations.
- outbound automation
- Automating proactive customer interactions, such as follow-ups and scheduling, to enhance service efficiency.
Use Cases
- →order tracking
- →product information inquiries
- →returns processing
- →general support requests
- →proactive customer follow-up
- →vendor onboarding calls
Frequently Asked Questions
What is ElevenAgents?
ElevenAgents is an AI-powered platform developed by ElevenLabs that automates customer service interactions across various channels such as voice, web chat, and WhatsApp.
How has Getmobil's customer service changed with ElevenAgents?
Getmobil transitioned from a manual customer service operation to an AI-first model, achieving 100% inbound coverage by AI agents and significantly improving response times and cost efficiency.
What are the benefits of using AI agents in customer service?
AI agents provide faster response times, reduce operational costs, and improve customer satisfaction by resolving queries efficiently without human intervention.
How does Getmobil ensure quality in customer interactions?
Getmobil focuses on voice quality and natural-sounding conversations, particularly in Turkish, while also ensuring seamless integration across multiple communication channels.
What future plans does Getmobil have for its customer service operations?
Getmobil plans to expand its outbound operations by continuously adding new automated use cases, viewing AI-powered customer service as essential for delivering a premium customer experience.