Case Study: Shoeby cuts response times and automates customer support with Neople Scotty

How Shoeby handles rising customer queries without expanding its team

Shoeby, a large fashion retailer, faced rising customer query volumes that threatened to slow their response times and compromise their personalized service. With a small team of just three support agents, they needed a scalable solution to handle the increased workload without expanding their headcount. They turned to the vendor Neople and its AI product, Scotty, to address this challenge.

Neople implemented its AI co-worker, Scotty, which was quickly integrated and began automating responses to common inquiries. The solution provided by Neople led to a 66% reduction in average response times, bringing them down to within one business day. Furthermore, Scotty now fully automates 16% of all incoming queries, freeing the human team to focus on more complex cases and proactive support for the customer.

Shoeby

Pam van Nuland

Lead Webcare Specialist