89Bots.com

BACKGROUND

Please describe your company and your position there.

I'm a financial consultant and owner of a consulting firm. We provide consultancy and support for companies in finance and law-related questions.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 89Bots.com?

We have a paid access club where shares relevant information, news, trends with our customers. The second part of this club services - is the 24/7 assistance of our consultant in unforeseen situations or urgent need. Our club is growing and once we realized that we need to grow our support team or implement automation tools.

What were your goals for this project?

The main goal was to answer our client's questions much faster and save money on a support team. The second one - we wanted to check the possibilities of auto funnels and automated sales processes.

SOLUTION

How did you select 89Bots.com?

I saw the ad on Facebook, we have talked and I decided I could trust them. But of course, I have checked other vendors and on Clutch too( it's not easy to find the listing of chatbot development agencies here by the way). Anyway - 89Bots were much better in communication and proposed decisions that were better than in my mind.

Describe the project in detail.

Once we selected 89bots, we had 3 or 4 discovery meetings to discuss our ideas and goals. In a week I got the estimation and plan of works so I paid 50% of the estimated price and the work was started.

Then we made a Slack for all persons involved in this process from both sides, so the 89bots team could communicate with a manager from our side and we could also check if everything is ok and work is in progress.

On the first steps, we had an additional meeting with our support manager who shared our scripts and FAQ with the team, so they could develop the flows. Then they have created the first prototype so we on practice checked the ideas and it was awesome. After our approval, they continue to work and after a month - we got the ready chatbot system.

What was the team composition?

All the team was added to the Slack workspace so we had clear and transparent communication. The main person from 89bots was a project manager who was very comfortable working with. Also, there were 2 devs but there were no needs to talk to them directly as PM solve all our issues.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Within 1 month after our chatbot system was launched, we saw a 45% increase in the overall closed tickets amount, and the satisfaction rate grows from 86% to 93%. Also, we have saved $12k per month on a support team that wasn't hired. Also, we have increased our sales in almost 1,5 times during the first 2 months(thanks to auto sales funnels).

How effective was the workflow between your team and theirs?

The project manager that we were assigned was easy to communicate with and provides us frequent updates. We connected over the zoom twice per week and during the day if there were some urgent needs. For the main communication and chatting, we have used slack and it was also good.

What did you find most impressive about this company?

We were impressed by the team's expertise on the project. We learned so much more than what we expected and imagined. We appreciate that the 89bots team shared that information with us - it helped us to create a good system for our business.

I will certainly engage with this company again for any chatbots needs in the future and I'm sure I could recommend them to my clients too.

Are there any areas for improvement?

Nope. They are good guys with an awesome future! It's not my first time work with agencies, so they have really cool communication skills and there weren't any issues with that and with the development process at all!

BACKGROUND

Please describe your company and your position there.

I'm the founder of a consulting company and software development consultant. Managing projects of my customers and responsible for project research, development, testing, and delivery.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 89Bots.com, and what were your goals?

Chatbot for customer support. We have needed it because the services that we provide are too complicated and hiring a big support team was not our way. As the question from customers in 90% of cases are the same - automation in responding to their tickets is a good way.

My friend recommended to me that I address this question to 89Bots because of his positive previous experience. I'm an expert in software development but develop chatbots by my own team could be more expensive so after several discussions, there were no doubts - guys from 89Bots will definitely do what we need.

SOLUTION

How did you select 89Bots.com and what were the deciding factors?

My friend recommended them to me, but actually, I have checked other chatbot development agencies. The key thing that helped me to choose 89bots was their modern vision.

They analyzed our customer profile and current information system (we have the specific system that informs our customers that there are some problems with the solar batteries and they need to manually check it). So after discussions, 89bots proposed a really light and genius decision.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

We have implemented systems for informing our clients by messages in Whatsapp and FB Messenger (depends on customer preferences). The most organic way was to continue to work with those channels of communication.

In the first step, we have made a session with our current support team and technical support and have made the whole list of possible questions and answers. In the next session, we defined the user flows so our customer could find the answer no longer than in 4 steps.

The project manager from 89Bots has prepared the model of the future system and proposed to us options for how it could be done. We have chosen one and work was started. The first working prototype was delivered in approximately 2 weeks so we were surprised by such a quick result.

There were several modifications and after 3 more weeks, we get the ready solution. Then after a month, we have checked all the scenarios of our chatbot and have a few modifications found out after real tests. So from start to finish, it takes around 3 months to get a completed chatbot.

How many people from the vendor's team worked with you, and what were their positions?

There were 4 people in the core team we have communicated to - PM and Tech lead, and also 2 developers who had taken a part in discussions several times.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

We communicated with PM and CEO in the early stages. As the first results were so early, we had a chance to implement it in our system before the 'Hot' season for us. Their team performed so well that we decided to work with them to maintain the chatbot and add new features.

Describe their project management style, including communication tools and timelines.

The project management was transparent and on time. We had different previous experiences but this time we were fully satisfied. We used Slack for communication.

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

We had direct access to the team in slack so it was very easy and quick to communicate and discuss our ideas during work.

Are there any areas for improvement or something they could have done differently?

I believe there is no end for improvement but at this project everything was great. I have no doubt - they did their work for a long time and provide awesome customer support.