The royal road to better customer care

Království tianDe reports a high percentage of successfully cleared chats and faster responses to customers. They are able to solve over 93% of their customers' requests through a chatbot and thus save operators time for other activities to improve the quality of customer care.

Chatbot Eda v číslech

by 2 000

monthly live chat interactions were handled without needing live comunication

93 %

customer requirements will be solved by a chatbot

500 interactions

are handled by operators daily thanks to the chatbot

Království tianDe is an e-shop with cosmetics operating on the Czech and Slovak markets. It has 12 employees and the annual turnover in Království tianDe is 450 million CZK. It deals with around 2,100 interactions per month.

By unifying communication to efficiency

Customer communication in Království tianDe was previously fragmented across multiple channels from different companies. The telephone line was handled by IPEX, chat with customers by SmartsUpp and e-mails were in Gmail. It was only thanks to coworkers.ai that all communication was unified under Daktela's omnichannel platform, thanks to our acquisition in 2021. Daktela is very well connected with our virtual assistants, thanks to which Království tianDe managed to streamline their customer service work.

Why coworkers.ai?

The main used product is a chatbot, but other solutions are already being worked on. The reason for choosing a solution from coworkers.ai was considerable experience with larger players, examples of successful solutions and references. Království tianDe was choosing between Slovak AI42 and SmartsUpp by bot.

“We realized that we needed to be online 24/7 and we couldn't manage this with just operators. That's why we decided to look at what the market has to offer. We came across "bots", in our case specifically a chatbot. We were the first in our industry to come up with this. Today we can already say that our competition already has its own chatbots and they learned from us.”

Rudolf Konfal

Product and Finance Director, Království tianDe

Chatbot has significantly impacted customer care

The solution from coworkers.ai and Daktela has influenced the complete customer service in Království tianDe. Operators no longer have to devote so much time to live chat and use the saved time to contact clients through active phone calls. Thanks to these changes, they are able to handle over 500 interactions per day (call, e-mail, chat). On live chat, the volume of interactions decreased from 2,100 interactions per month to 100-150 per month.

Virtual assistant Eva frees the hands of operators

Virtual assistant Eva handles almost all customer communication in Království tianDe. This saves a lot of time for their employees, who can devote themselves to other activities to improve the quality of customer care and thus generate more money for the company. Operators are actively engaged in communication with their customers - they call, ask questions and help.

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