Cryptocurrency platform LiteBit is unique in several ways - it's one of the few crypto platforms able to weather the unpredictable crypto market and industry, and one of the few companies in its space that has invested in top-of-the-line customer service.
We asked Bas Lucieer, LiteBit's Lead ACX and Data Engineer, about the choice to create an automated customer experience department to manage the company's chatbot, and Bas shared some key insights. Read on to explore why a dedicated ACX team is crucial to LiteBit's support success, how their ACX team leverages Ada, and what impact a CX chatbot has on their customers, employees, and bottom line.
How do you structure an ACX team?
The LiteBit ACX team is made up of members with unique skillsets. Our current roles are-
- Team Leader: determines broader CX strategy, manages human resources, and keeps us motivated
- Bot Analyst: investigates new issues, trains new answers, and builds chatbot content
- Social Media Expert: optimizes our tone of voice and makes sure it’s consistent with our bot experience and the social media platforms
- Data Engineer: looks at the future - they are familiar with all of our company’s tech and software tools to gather data, and use this knowledge to introduce new ways to customize the chatbot experience
- Customer Support Leader: leverages our omnichannel analytics insights across the rest of the company. To improve UX, UI, and processes on the website, and to get the best customer experience possible
What impact does an ACX team have across the business?
Ada enabled us to reduce the waiting time for our customers. Also, the 24/7 availability and multilingual capabilities let us serve customers quickly in all the languages that LiteBit supports.
LiteBit’s customer satisfaction increased due to quicker response times, which are crucial in our industry, where we see high fluctuations in demand for customer support. In the crypto world, you cannot predict the number of questions coming in, so Ada enables us always to have an answer ready or to reduce the time-to-resolution significantly.
We’ve leveraged Ada on our purchasing page, where we proactively send intro messages designed to solve common purchasing issues and keep customers on the page. This reduces the chance that our customers leave our website empty-handed or dissatisfied.
Ada also enables us to deliver better agent care to the customer. When a customer requires an escalation to a live agent, we can now set email triggers and label questions that connect the customer with the right agent who has the chatbot context to support immediately.
But it’s not just customers; Ada has improved our agents’ experience, too.
Because we combine support agent duties with working in ACX, our ACX department allows agents to have direct input on the technology they work with every day. This hybrid role allows support agents to learn new skills, which makes agents’ jobs more diverse and rewarding.
How does an ACX team helps businesses leverage a chatbot ?
Having an ACX Department puts Ada at the frontline of all customer support issues. It’s easier for us to identify issues and correct them, and even send the issue to development who mitigate the problem altogether.
Overall, our ACX structure accelerates the process of helping customers and solving support issues. With Ada solving 80%+ of inquiries, we can more easily schedule our agents, knowing customers can always get help through our chatbot. A dedicated Department enables us to leverage each team member’s unique skill set to focus on building Ada’s automation as the centrepiece of our customer service strategy. The continuous improvement of our chatbot ensures high-quality and reduces time handling for ticket and chat handling of live agents.
What's the path to ROI after implementing a CX chatbot and ACX team?
The ROI of introducing the automation-first with Ada is experienced the moment you turn on your chatbot ready to solve 80%+ of your FAQs. After the initial time investment to launch your chatbot, the time and cost impact is very low, but the results are very high.
In fact, with all cross-company teams seeing the benefits and importance of automation, our ACX Department is now dedicated to uncovering new ideas to leverage our chatbot not just for customer service, but for many other implementations. This strategy is only made possible with the new ACX structure.
Conclusion: An automation-first approach gets real results
As Bas's answers and LiteBit's experience demonstrates, the path to ROI and better CX has never been clearer. Ada's automation-first strategy, where businesses use an ACX team to leverage a chatbot, helped LiteBit manage and unpredictable support volume. It also gave their agents the time and resources to implement proactive, revenue-generating solutions.