Case Study: OPPO achieves a 57% repurchase rate increase with Sobot

OPPO Sees 57% Increase in Repurchase Rate with Sobot

OPPO, a global smart device manufacturer, faced challenges in managing increasing customer service pressure across its many sales channels. Their existing system struggled with high inquiry volumes during promotions, a costly-to-maintain knowledge base, and fragmented data across different platforms. To address this, OPPO collaborated with vendor Sobot to upgrade its customer service system.

Sobot implemented an all-in-one AI contact center solution featuring an online chatbot for FAQs, a knowledge base optimized with AI to reduce manual maintenance by 90%, and an omnichannel platform that integrated OPPO's various communication and business systems. This human-machine cooperation led to impressive results for OPPO, including an 83% chatbot resolution rate, a 94% positive feedback rate, and a 57% increase in repurchase rate.

OPPO

Tony Chen

Chief Executive Officer