Case Study: Active Tameside reduces enquiry pressure with Cornerstone Design & Marketing’s chatbot

Active Tameside reduces enquiries with Cornerstone Design & Marketing’s chatbot, handling 43,271 chats

The customer, Active Tameside, a leisure organization, faced a post-pandemic avalanche of member enquiries that overwhelmed its phone lines and staff. This challenge was addressed by the vendor, Cornerstone Design & Marketing, which implemented its Cornerstone ChatBot service to alleviate the pressure on customer service.

Cornerstone developed a fully customized chatbot named Active Ava, handling everything from an onboarding workshop to rigorous testing and staff training. The solution successfully automated responses to common queries. The results were significant, with over 43,000 chats handled, a 79% ticket satisfaction rate, and a 29.8% increase in key website events, allowing users to find answers more quickly and vastly improving customer service.

Active Tameside