Trinock

BACKGROUND

Please describe your company and position.

I am the Team head of https://www.harpercollins.com/

Describe what your company does in a single sentence.

My store sells products both in person and online, and we focus on giving customers a smooth shopping experience.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Trinock to accomplish?

• I hired Trinock to build an AI chatbot for our website so we could answer customer questions faster and reduce the workload on our support team.

SOLUTION

How did you find Trinock?

Online Search

Why did you select Trinock over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from Trinock were assigned to this project?

6-10 Employees

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

The project started with a meeting to understand our common customer questions, return policy, product categories, and tone of voice. They designed the chatbot flow, added automated responses for FAQs, and connected it to our website. They trained the chatbot using our product data and support history. After testing, they made adjustments based on our feedback and launched it live.

RESULTS & FEEDBACK

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

Customer response time improved right away. We reduced repetitive support emails, and our team could focus on more complex issues.

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

I own and manage a retail store that sells lifestyle and consumer products. I oversee operations, customer service, and online sales.

What was your primary form of communication with Trinock?

Email or Messaging App

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

They focused on making the chatbot sound natural and aligned with our brand voice. It did not feel robotic, and it handled most common questions accurately.

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

At the beginning, we needed more guidance on how to prepare our data for training. A clearer checklist would help future projects.