Case Study: musicMagpie achieves 50% fewer live chats and a 97% drop in waiting times with Solvemate

How musicMagpie cut live chat waiting times by 88% during COVID-19

musicMagpie is a UK-based online retailer that buys, refurbishes and sells electronics and entertainment media. During COVID-19 the company faced a 35% spike in incoming requests—about 40% were repetitive status queries—and average live chat wait times jumped from 60 seconds to 8 minutes. To preserve high CSAT scores, musicMagpie partnered with Solvemate and deployed Solvemate’s chatbot and Routines to automate common, personalised requests.

Solvemate implemented a Zendesk-integrated chatbot with five automation routines to handle order, payment and return checks and to resend invoices, freeing agents to focus on complex cases. The result was 50% fewer live chats, a 97% reduction in live chat waiting time on day one (bringing waits back to ~60 seconds), and a 20-second time to solution; Solvemate’s automation and analytics also delivered insights the team is using to further improve the customer experience.

musicMagpie

Jonathan Beirne

Group Head of Customer