Onsra – Europe’s leading electric skateboard brand
Ticketing Software: Zendesk
The Challenges:
- Technical Product Queries
Onsra’s offers a wide variety of high performance skateboards with different technical specifications. It’s hard for a regular customer to differentiate between them or even fully understand the tech specs of the products
- WISMO:
Onsra operates 4 different websites (United States, Switzerland, Europe and Global) due to the different geographies it operates in. This meant varied delivery timelines for different countries
- Language Translations
Operating in different geographies also leads to receiving tickets in different languages. French, Swedish, German, English were some of the languages they received tickets in, but their support team was fluent in Swedish and English only
The Solution: The Macha AI Self Service Widget and Zendesk App
Technical Product Queries Solution
Macha AI integrated with Onsra’s Shopify store to read and understand all it’s Shopify product data ie. details like product description, technical specs, materials, care guides, shipping policies etc – basically anything that is present in its product page. Equipped with this rich data, it’s able to answer any product related query without any human intervention.
WISMO Solution:
A simple order tracking system that gives accurate order delivery status along with an AI explanation for the status.
Language Translations Solution
Macha AI is powered by OpenAI, which means it can understand and converse in more than 50 major world languages. This instantly solved Onsra’s issue of answering basic questions (through the widget) as well language translations for tickets on their Zendesk
Success Metrics
- Number of technical product queries: 3000+
- Number of WISMO Requests: 5000+
- Number of tickets translated and responded to with AI: 1000+
- Hours saved by Support Team: 200+