Case Study: LULA improves customer support and CSAT with Kommunicate

Lula boosts CSAT by 40% with Kommunicate

LULA, a South African ride-sharing company, faced challenges in managing high volumes of repetitive customer queries while trying to meet its targets for Mean Time to Acknowledge (MTTA) and resolution time. Their goal was to automate customer support processes to streamline operations and improve efficiency. They turned to Kommunicate for a chatbot solution to help achieve this.

By implementing Kommunicate's chatbot, LULA was able to automate responses to common queries, freeing up its support team. The platform's analytics dashboard provided valuable data on key metrics like resolution time, giving the operations team greater visibility. This solution led to a 40% improvement in customer satisfaction (CSAT) scores for LULA.

Lula