U-HERTZ

BACKGROUND

Please describe your company and position.

I am the CEO & Founder of IMPRO Email agency

Describe what your company does in a single sentence.

Email markering & SMS. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire U-HERTZ to accomplish?

• Develop and integrate an AI chatbot for customer inquiries.
• Improve handling of email subscriptions, preferences, and troubleshooting.
• Provide real-time support for campaign-related queries.
• Enhance overall customer service efficiency and satisfaction.
• Reduce response times for common inquiries.

SOLUTION

How did you find U-HERTZ?

Online Search

Why did you select U-HERTZ over others?

• Great culture fit
• Good value for cost

How many teammates from U-HERTZ were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Scope of Work:

• Initial Consultation and Needs Assessment
• AI Chatbot Development:
• Designed and developed an AI chatbot capable of handling a wide range of customer inquiries.
• Implemented natural language processing (NLP) to ensure the chatbot could understand and respond to various customer queries accurately.
• Integration with Existing Systems:
• Seamlessly integrated the AI chatbot with existing customer support systems.
• Real-Time Support Implementation:
• Developed a real-time support feature to provide instant and accurate responses to campaign-related questions.
• Testing and Quality Assurance

Key Deliverables:

• Fully functional AI chatbot integrated with IMPRO's systems.
• Real-time support feature for instant responses to campaign-related queries.
• Detailed documentation and training for staff.
• Regular project updates and final project reports.
• Continuous support and maintenance post-deployment to ensure smooth operation.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our project was divided into milestones, including design, back-end development, testing,  and so on. I received regular updates and reports on the development status. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

I had great communication with the PM. They adhered to a well-structured plan, ensuring that all deliverables were met on time. Throughout the project, they maintained clear and consistent communication, providing regular updates on progress and promptly addressing our concerns or questions.

What was your primary form of communication with U-HERTZ?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What impressed us most about U-Hertz was their combination of technical expertise and exceptional customer service. Their ability to translate complex AI concepts into practical, user-friendly solutions was remarkable.

Are there any areas for improvement or something U-HERTZ could have done differently?

We were very satisfied with U-Hertz's work.

BACKGROUND

Please describe your company and position.

 I am the Marketing Manager of a software company 

Describe what your company does in a single sentence.

We are software development company received a request from Terra Trek - online outdoor shop specializing in high-quality gear and equipment for outdoor enthusiasts.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire U-HERTZ to accomplish?

• We requested U-Hertz to develop an AI assistant for Terra Trek - our partner company to achieve the following goals:
• Reduce Customer Abandonment: Lower the high abandonment rate during the shopping process.
• Update Product Pages: Ensure product pages are always current with the latest specifications and feedback.
• Speed Up Customer Service: Improve the response time to customer inquiries from 24 hours to almost instant.
• Boost Engagement and Sales: Enhance customer engagement and increase conversion rates using advanced AI technologies.

SOLUTION

How did you find U-HERTZ?

Referral

Why did you select U-HERTZ over others?

U-Hertz's AI expertise & client reviews led us to choose them for our e-commerce upgrade.

How many teammates from U-HERTZ were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of work for U-Hertz involved developing an AI Shopping Assistant to improve online store performance and customer satisfaction. 

Key deliverables:

1. Optimizing the Checkout Process:

• Streamline and simplify the checkout process to reduce customer abandonment rates.
• Implement features like saved payment methods, one-click purchases, and auto-fill for shipping details.  

2. Dynamically Updating Product Pages:

• Use AI to automatically update product descriptions, specifications, and images.
• Integrate real-time customer reviews and feedback.
• Highlight recent enhancements and updates to products.

3. Reducing Response Time for Customer Inquiries:

• Implement AI-powered chatbots and virtual assistants to provide instant responses to common questions.
• Set up an automated ticketing system to prioritize and quickly address urgent inquiries.

4. Automated Unique FAQ Generation:

• Use machine learning to generate a customized FAQ section for each product.
• Base FAQs on predictive analytics to determine the most relevant questions that drive revenue.

5. Instant Answer Capability:

• Allow customers to ask any question related to a product and receive immediate answers.
• Pull data directly from the Product Information Management (PIM) platform and other relevant documents.

6. Personalized Customer Interaction:

• Use browsing and purchase history to predict and present the most relevant questions and answers for each customer.
• Ensure FAQs are tailored to individual customer needs and interests.

7. Adaptive Learning and Optimization:

• Continuously improve question prediction and answering capabilities based on customer interactions and feedback.
• Adjust FAQs over time to better meet customer needs and share these learnings across different product categories.

8. Data-Driven Training and Expert Input:

• Train the AI using an extensive repository of buying guides, sizing guides, and expert content.
• Refine the training with insights from internal experts to ensure the accuracy and relevancy of the answers provided.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The measurable outcomes from the project that demonstrate progress and success include:

• Reduced Customer Abandonment: The abandonment rate during the shopping process decreased significantly.
• Faster Response Times: Customer inquiries are now addressed almost instantly, down from an average of 24 hours.
• Dynamic Product Pages: Product pages are regularly updated with the latest specifications and customer feedback.
• Increased Conversion Rates: There was a noticeable increase in conversion rates, indicating improved customer engagement and satisfaction.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

U-Hertz demonstrated great project management throughout the engagement. They consistently delivered items on time and were very responsive to our needs. All milestones and deliverables were met according to the agreed-upon schedule. They maintained open and clear communication, keeping us informed about progress and any potential issues.

What was your primary form of communication with U-HERTZ?

Email or Messaging App

What did you find most impressive or unique about this company?

What impressed us most about U-Hertz was their innovative approach to AI and e-commerce solutions and their unique proposition of integrating adaptive learning into our customer service.

Are there any areas for improvement or something U-HERTZ could have done differently?

No, there was nothing they needed to improve on.