Voice AI Case Study: Improving User Engagement on E-Commerce Platform
How we helped Gordon Salon reduce call load by 65% and increase revenue by 28% with our Voice AI solution.
"Welcome to Gordon Salon. Would you like to book an appointment or check our services?"
Case Study Overview
Project Summary
Gordon Salon, a premium beauty salon chain with multiple locations, was struggling with inefficient customer service operations. Their staff was overwhelmed with phone calls for bookings and inquiries, leading to missed opportunities and customer frustration.
We implemented a Voice AI solution that transformed their customer service operations, resulting in significant improvements in efficiency, customer satisfaction, and revenue.
Project Duration
6 weeks implementation, 6 months monitoring
Challenges
Customer service bottlenecks, staff productivity concerns, and revenue leakage
Solution
AI-powered voice agent for booking, inquiries, and personalized recommendations
Results
90% decrease in human-handled calls, 35% revenue increase, improved customer satisfaction
ROI
6-month payback period with $120,000 annual savings in operational costs
1. The Challenges
Customer Service
Bottleneck
80% of calls were for routine tasks such as booking, rescheduling, and inquiries. Long wait times led to 25% of calls being dropped.
Staff Productivity
Concerns
Receptionists spend 6 hours/day on the phone, representing 75% of their work annual cost of $45,000 for phone duties, and no calls received after hours, resulting in lost opportunities.
Revenue
Leakage
A 30% appointment no-show rate & inefficient booking practices resulted in 35% of available time slots unfilled.
2. Voice AI Solution
Staff Productivity Concerns
Receptionists spend 6 hours/day on the phone, representing 75% of their work annual cost of $45,000 for phone duties, and no calls received after hours, resulting in hour.
Key Features
Synthiq's Voice AI system offered a range of features, including 24/7 appointment booking and management, automated reminders and confirmations, service information and pricing inquiries, waitlist management for cancelled appointments, and personalized product recommendations based on customer history.
IMPLEMENTATION PROCESS
Initial Assessment and Customization
The implementation process began with an initial assessment and customization phase that lasted two weeks.
System Integration and Testing
The next phase involved system integration and testing, which also lasted two weeks.
Staff Training
A one-week staff training program was conducted, with 100% of staff completing a two-hour program on AI assistance.
Soft Launch and Fine-Tuning
The final phase involved a soft launch and fine-tuning period that lasted one week.
3. Key Results
Reduced Call Load on Employees
90% decrease in human-handled calls
Staff phone time reduced from 6 hours to 0.8 hours per day
Increased Revenue
35% overall revenue increase within 6 months
50% reduction in no-show rate (from 20% to 10%) Revenue
Improved Customer Experience
Average wait time reduced from 6 minutes to 0.8 second
95% customer satisfaction rate with AI interactions
Cost Savings
$120,000 annual savings in receptionist costs across all locations
30% reduction in overtime hours for staff
4. Testimonials
"We've seen a transformational impact on business, far more than just cost savings. Automating repetitive service tasks while our booking process runs seamlessly 24/7."
EMILY CHEN
Regular Customer
"I love being able to book my appointments any time, even at 2 AM! The AI remembers my preferences and makes the whole process so easy."
Ready to transform your business with AI?
Let us help you implement a custom Voice AI solution tailored to your specific business needs.
Our AI Solutions Include:
- Voice AI for customer service
- Appointment booking systems
- Automated follow-ups
- Customer preference tracking
- 24/7 availability