How Chatwize Revolutionizes Customer Service for Emma: A Clear and Simple Analysis
Introduction
In today's fast-paced world, businesses strive to offer rapid and efficient customer service. For professionals like Emma, a customer service representative at a mortgage brokerage, the advent of AI technology has been transformative. Chatwize, an advanced AI chatbot, has streamlined her workflow by handling nearly 70% of her email inquiries. This blog explores how Chatwize has optimized Emma's daily tasks, leading to significant time savings and increased productivity.
Emma's Daily Tasks
Emma is a customer service representative at a mortgage brokerage. She receives:
- 20 phone calls a day
- 20 emails a day
Her main responsibilities include:
- Responding to client inquiries
- Preparing mortgage files
- Handling complex cases that need personalized attention
Time Spent on Tasks Before Chatwize
Before Chatwize, Emma's time was consumed by routine inquiries:
- Phone calls: 20 calls x 5 minutes = 100 minutes (1 hour 40 minutes)
- Emails: 20 emails x 10 minutes = 200 minutes (3 hours 20 minutes)
Total time spent on calls and emails daily: 5 hours.
How Chatwize Saves Time
Chatwize handles 70% of Emma's email workload:
- Emails managed by Chatwize: 70% of 20 emails = 14 emails
- Time saved: 14 emails x 10 minutes = 140 minutes (2 hours 20 minutes)
Emma's New Daily Schedule
With Chatwize, Emma's time allocation changes:
- Phone calls: 1 hour 40 minutes
- Remaining emails: 6 emails x 10 minutes = 60 minutes (1 hour)
- Time saved: 2 hours 20 minutes
Productivity and Financial Impact
Emma's main revenue-generating task is preparing mortgage files:
- Time needed per file: 10 hours
- Earnings per file: $3,500
Time for File Preparation
- Before Chatwize: 15 hours per week for file preparation
- After Chatwize: 25 hours 20 minutes per week for file preparation
Increased Output
- Files prepared per week before Chatwize: 1.5 files = $5,250
- Files prepared per week after Chatwize: 2.5 files = $8,750
Annual Earnings Comparison
- Annual earnings before Chatwize: 1.5 files/week x $3,500 x 52 weeks = $273,000
- Annual earnings after Chatwize: 2.5 files/week x $3,500 x 52 weeks = $455,000
Conclusion
Chatwize has significantly improved Emma's productivity by handling 70% of her email inquiries. This frees up time for her to focus on high-value tasks, such as preparing mortgage files, thereby increasing her efficiency and contributing more effectively to her company's revenue. This case study exemplifies how AI can transform customer service operations, leading to better resource allocation and improved financial outcomes.
