How an AI chatbot helped a tech company increase customer retention by 35%
The client had a strong product, but it was losing users at key friction points—especially during onboarding and technical troubleshooting. Their support tickets were piling up, response time exceeded 18 hours, and high-value users were abandoning the platform. They knew they needed automation, but weren’t sure how to implement it in a way that felt natural and valuable to customers.
We partnered with the client to design and deploy a bespoke AI chatbot that integrated seamlessly into their app and website. Instead of choosing an off-the-shelf solution, we joined forces to create a natural language AI assistant trained on real support interactions, onboarding FAQs, and product documentation. The key features included:
- 24/7 support for tier-1 queries
- Smart escalation for complex issues
- Instant onboarding guidance
- Sentiment analysis to detect frustration or other emotions
- Weekly reporting and fine-tuning of chatbot performance
The chatbot was not there to replace humans but to free them up. Our Impact In just 90 days post-deployment:
This was not “just a chatbot.” It was a digital teammate for the support team, able to act, learn, and adapt.
In just 90 days post-deployment:
- Customer retention increased by 35%
- First response time dropped from 18 hours to under 2 minutes
- Support team load was reduced by 40%, enabling them to focus on higher-priority issues.
- The company saved an estimated $80K annually in support operations.
Beyond the numbers, customers stayed longer because they felt heard and helped instantly. The chatbot didn’t just automate responses: it created trust. SVOD didn’t just bring a tool, we brought strategy, training, and results.
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