How Signed Automated 70% of Social Media Inquiries with AI Employee Alex
Learn how Signed automated 70% of customer inquiries with Qualimero's AI employee Alex and increased revenue by 30%.
Customer:
Signed
Industry:
Retail / E-Commerce
Company Size:
Leading Online Retailer
Website:
https://www.signedshop.comSolution Used:
Digital Employee Alex (Product Advisor)
Signed, a leading online retailer for custom and decorative signs, was looking for a solution to handle customer inquiries through social media channels more efficiently and increase revenue.
With Qualimero and digital employee Alex, Signed automated 70% of customer inquiries on Instagram and TikTok. The result: an impressive 18x ROI, a 30% increase in upselling, and a significantly improved customer experience.
Alex not only helped customers select the right sign but also transformed social media interactions into targeted sales opportunities.
Signed is an established online retailer specializing in the manufacture and sale of custom and decorative signs. The extensive range includes individually customizable products made from various materials such as plastic, aluminum, wood, or acrylic, suitable for both private homes and commercial establishments (e.g., retail stores, offices). Personalization and variety of options are at the heart of their offering.
With growing popularity on platforms like Instagram and TikTok, Signed faced a sharply increasing volume of customer inquiries. These inquiries often concerned product variants, customization options, prices, or delivery times. The challenges were manifold:
Signed needed a solution to increase efficiency in social media support, improve customer consultation, and better leverage the revenue potential of each interaction.
Looking for a solution that specifically addressed the challenges in social media customer service, Signed evaluated various options. A simple chatbot was insufficient, as intelligent product consultation and the ability to generate revenue were required.
Qualimero impressed with its digital employees' ability to conduct contextual conversations, provide individual recommendations based on customer needs, and proactively identify sales opportunities. The seamless integration into social media channels and the scalability of the solution were also decisive criteria.
We needed more than just a response bot. We wanted an assistant that truly advises our customers on Instagram and TikTok while helping to increase our revenue. Qualimero offered exactly this combination.
– Tim Faun, E-Commerce Manager, Signed
Alex actively helps customers select the perfect sign by asking targeted questions and suggesting suitable options from the large selection based on the answers. He can address materials, sizes, and use cases.
Alex processed the majority of inquiries automatically, which shortened response times and relieved the team.
For complex inquiries or when human contact is desired, Alex smoothly transfers the conversation to the human support team.
Alex identifies opportunities for upselling (e.g., higher-quality materials, larger formats) or cross-selling (e.g., matching mounting systems) during consultation and makes corresponding suggestions, leading to an increase in average order value.
“With Alex, we not only efficiently automated our customer inquiries but also significantly increased our revenue. The combination of fast, personalized consultation and intelligent upselling exceeded our expectations. Alex is more than just a digital tool for us – he is an integral part of our team.”
Georg
Founder, Signed
The investment in Qualimero's AI solution paid off exceptionally well, delivering an 18x ROI, primarily driven by efficiency gains and revenue increases.
The majority of customer inquiries on Instagram and TikTok are now handled by Alex, significantly relieving the human team.
Through Alex's targeted recommendations, revenue from up- and cross-selling activities increased by 30%.
Customers receive faster responses and proactive, personalized advice when selecting products, increasing satisfaction.
The support team can focus on more complex cases while Alex handles routine inquiries and initial consultation.
By implementing Qualimero's digital employee Alex, Signed has impressively demonstrated how AI can transform customer service and sales through social media channels.
The ability to automate 70% of inquiries, provide targeted customer consultation, and simultaneously increase upselling by 30% led to an exceptional 18x ROI.
