Farmgirl Flowers is a local florist in San Francisco, a small company focused on a great product delivered in recycled vases which reduces waste, minimizes environmental impact, and passes the savings on.
By leveraging its existing FAQ database — and improving the FAQ knowledge base with the help of Inbenta’s semantic clustering reports — Farmgirl Flowers was able to quickly implement the platform with a few lines of code. The effect was immediate.
“I actually thought our contact form system was broken,” said founder Christina Stembel. “No emails were coming in.”
From the beginning she was saving herself at least three-hours a day in customer support responses thanks to an 88% deflection rate.
Improving customer online self-service support proved to be a critical decision for this growing company. Because Farmgirl’s customers now had easy access to the answers they were looking for, they were less likely to abandon their path to purchase.
Shortly after implementing Inbenta, sales increased by 10-15%.
As the company continues to scale into new markets, Inbenta will ensure that the team can remain focused on the business rather than spending time on customer support queries.
“Before Inbenta, we were spending every evening responding to a huge volume of customer service emails. We didn’t have an online self-service strategy at that time. Once we implemented Inbenta for our online customer support, we reduced our incoming emails by nearly 90%! This was a critical shift for the business since we not only provide excellent online customer service now, but also have more time to focus on growing the core business.”
Here is what it looks like: