Case Study: a major UK retailer saves £118,000 with Gnatta chatbots and quick replies

a major UK retailer saves £58,000 in one month with Gnatta

The customer, a major UK retailer, faced the challenge of handling a high volume of customer queries, especially during their busiest months of the year. They partnered with the vendor Gnatta to implement automation tools, specifically chatbots and social media quick replies, to improve their customer care efficiency and reduce costs.

Gnatta's solution involved deploying chatbots to deflect simple queries and using quick replies to automate interactions. This approach allowed the retailer to deflect over 10,000 messages in the first month alone. The implementation by Gnatta resulted in substantial savings, with the client saving £58,000 in a single month and a total of £118,000 over a five-month period, all without compromising the customer experience.