Case Study: A-lehdet achieves 86% chatbot automation with LeadDesk

Media Conglomerate Hits 86% Automation with Self-Service Robotic Process Automation

A-lehdet, a Finnish media conglomerate serving millions of readers and subscribers across print, web, influencers, and newsletters, needed a faster way to handle growing chat-based customer service demand. Using LeadDesk’s chatbot and live chat integration, the company wanted to give customers 24/7 self-service while reducing the load on human agents and enabling subscription management without phone calls or queues.

LeadDesk implemented Aaro, a chatbot that first automated common FAQ responses and then connected to A-lehdet’s Advantage CRM for secure subscription management via text-message authentication. The result was 86% of customer queries answered by the chatbot, 3x higher chat engagement, and 522 extra hours of chat availability, with only 7 out of every 50 conversations now requiring a human agent.

A-lehdet

Marko Lehtokangas

Customer Service Manager