Case Study: The Koin Club Achieves 40% Support Automation and 9x ROI with Yuma AI

The Koin Club Transforms Customer Support with Yuma AI 40% Automation & SLA Boost to 57%

The Koin Club, a UK-based collectables company, faced significant challenges scaling its customer support to meet the demands of its growing global e-commerce store. Their previous phone-based system was inefficient, and high staff turnover created inconsistency. The company needed a solution to handle high ticket volumes across multiple time zones while maintaining a personal touch. They turned to the vendor Yuma and its AI product to address these issues.

By implementing Yuma AI, The Koin Club automated 40% of its customer inquiries. This solution streamlined operations, allowing a single agent to manage tickets for multiple brands with distinct voices. The results were transformative: the SLA response rate soared from 6% to 56.9%, and the company reduced its support staff reliance by 83%. This led to a 9x ROI for The Koin Club, demonstrating the measurable impact of Yuma's solution.

The Koin Club