Case Study: Weee! achieves 96% CSAT in cross-border customer service with Sobot Voice

Weee! Reached 96% CSAT in Cross-border Customer Service with Sobot’s Voice Product

The customer, Weee!, a large online Asian supermarket in the US, faced complex challenges in its cross-border customer service. Its previous system had an inflexible IVR, required agents to switch between complicated systems, and created language and time zone barriers between its US-based customers and its Asian-based support team. To overcome these issues, Weee! partnered with Sobot to optimize its support using Sobot’s voice product.

Sobot implemented a flexible IVR system and an integrated workbench that connected with Weee!’s ticketing system, eliminating inefficiency. The solution also included time zone settings and multilingual templates to bridge the geographic and language gaps. As a result, Sobot helped Weee! achieve a 20% increase in agent efficiency, a 50% reduction in resolution time, and a 96% customer satisfaction (CSAT) score.

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