How did this manufacturing company increase sales through a Customer Support Chatbot?

Who is the client?

This client is an original equipment manufacturer that creates processes and equipment to manufacture semiconductor chips for a global client base. Semiconductor chips are often used by corporate giants, including Apple and Intel, in computers and smartphones. Today, semiconductor chips are used in cars, refrigerators, washing machines, medical equipment, and LED light bulbs. The phone you are holding? Chances are the chips inside have been created with the help of this company.

So, what’s the story?

Before the client launched its webstore in 2017, the customer would need to send their processing order in a PDF file format. The sales team would then go to SAP and manually create the order, quotations, and so on. That was a very inefficient process for the current times of automating everything.

However, when they launched their webstore in 2017, the previously tedious process was fully automated. Now, the customer would start an order and the system would reply back in less than 5 minutes.

This fastened the processes internally, but it also revealed another problem.

The team responsible for handling customer inquiries operates in Asia, while the customers come from all over the world. Imagine a customer based in Europe reaches out to the sales staff and asks them a simple question such as “How do I request a quote?”. Then, the customer would need to wait 1 working day, since when Europeans work, people based in Asia sleep. This created friction in the sales process.

And as you know, more friction equals fewer sales.

That’s when the manager- Jeffrey, started looking into chatbots. Despite his business background, he went as far as trying to learn Python to code the bot himself. Soon after, he realized creating a customer support chatbot is as simple as building a decision tree. A decision tree is a simple logic that sounds like the following: if the customer said yes, then do this. If the customer said no, then do that.

Close Partners

Once he found out about our little chatbot platform, he decided to try and create something. Initially, he was confused about how to approach the task, but he referred back to his decision tree and started copying the logic. This way, he created an initial version of his chatbot that was just right for his needs. During that initial stage, he contacted us a couple of times asking for guidance, and we gladly obliged! He then went on to publish the chatbot on the company’s webstore.

After having worked for a while, the chatbot had collected tons of valuable data. Jeffrey realized he could use the data to further optimize the output of his chatbot.

But, he wasn’t sure how to approach this task.

So, he contacted us again and we provided him with a way to gather and read the insights he was looking for. He used those to increase the efficiency of his chatbot.

Jeffrey wanted to build his chatbot on his own, but we do offer the option to build a chatbot for you, so if you are looking for that, click here!

What’s the result of all this?

Since implementing the enhanced chatbot, the company can now provide 24/7 support to web store customers. The bot can answer questions, provide part numbers, receive a quotation, and order parts. This has resulted in less friction and an increase in sales.

As the company continues to add automation features to their web store, the manager wants to use more advanced features in the chatbot. If you want to find out how others have used our platform to create mini-apps for their own internal processes, click here.

Jeffrey believes the chatbot he created will continue to be a powerful tool for the company’s web store:

“I want to do more with the chatbot because I believe [it] will be an important ally with humans in our day-to-day operations.”

Using Flow XO’s code-free online chatbot, Jeffrey was able to quickly create a tool with all the features he needed for the company’s web store. The manager learned about decision trees. Using these decision trees, he was able to map the bot’s questions in a way that flowed. The decision trees and questions were the basis of the bot’s logic. If a customer submitted a specific question, the bot would ask the customer a certain follow-up question. The automation tool’s features included responses to frequently asked questions and automated logic workflows to provide customer support. The chatbot was added to the web store for 24/7 access by customers.

“[Flow XO] was very helpful. They were very responsive. They patiently guided me on how to build a basic chatbot.”

Flow XO’s expertise in chatbot builder development and automation allowed this international semiconductor company to enhance its existing tool and provide more value to web store customers.

Our platform provided the manager with all the necessary features to build a custom chatbot to meet the company’s needs. They used us to help automate their customer support, allowing the department to focus their attention on other matters.

Are you looking to automate your own customer support? Start here!

If you prefer us to build your bot, contact us here. (Do you still offer this?)

Ready to get started?

Build a bot for your business today with Flow XO. Start on our free plan, and scale up as you grow.