Drink on.
of enquiries responded by AI
AI conversations require no human agent
reduction in WISMO and basic product queries
Based in Orlando, Florida, Corkcicle's mission is to develop and make products that are stylish as well as sustainable. They create drinkware with an aim to make every sip an experience.
Corkcicle has won
- 2018 - Red Dot Design Award
- 2016 - Red Dot Design Award
- Homeworld Business Top 25 Iconic Houseware Products
Keeping it cool
Corkcicle, a global brand operating in over 200 countries, sought to enhance their customer experience as their sales expanded rapidly worldwide. To meet the growing demand, their CX team aimed to offer 24/7 customer support. They wanted to ensure that customers could not only track their orders but also receive prompt answers to product-related questions, helping them make purchase decisions quickly. The Corkcicle team collaborated closely with Team Macha to train the AI on frequently asked customer questions, enabling over 70% of inquiries to be resolved instantly. The partnership continues as they explore new ways to leverage AI for customer support through automation.
- 70%+ of all enquiries fully resolved without agents
- Deep Shopify integration to help customers with product and order queries
- On-brand and empathetic AI responses for a frustration free experience
The Challenge
Corkcicle is a company that thrives on innovation. As their customer base expanded globally, bringing in significant revenue growth year after year, their customer service team faced increasing demands. To maintain their high standards of customer service, Corkcicle sought a solution that could scale with their growth while keeping pace with their innovative spirit.
Beyond the usual post-purchase inquiries, a frequent topic of customer contact is seeking product advice. With a diverse range of thoughtfully designed products, customers want to ensure they choose the perfect product. To address this, Corkcicle leveraged their top support agents to train Macha AI's knowledge base, ensuring customers receive the best guidance possible.
The Solution
Seamless Automation
Macha AI efficiently handles over 70% of incoming inquiries across various languages and regions, delivering comprehensive resolutions for the majority of cases. By leveraging Macha’s deep integrations with Shopify and Zendesk, customers receive fast, highly detailed, contextual, and empathetic responses.
Generative AI
Corkcicle harnesses Macha AI to deliver scalable personalization effortlessly across a wide range of channels and knowledge domains.
Pre-Sales Queries
When customers seek product advice, Macha AI evaluates all of Corkcicle’s products across various factors—such as style, usage, functionality and more—to recommend the ideal product for each customer.
Pushing Innovating
Corkcicle and Macha AI have forged a unique partnership, meeting quarterly to strategize and develop new automations that continually enhance the customer experience.
Proactive Automation
With the Macha AI analytics dashboard, the Corkcicle team can identify the most common customer queries and proactively suggest solutions as soon as visitors arrive on their website.
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Book a demo with our teamHappy customers and their Success Stories
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Always On Support. Faster responses. Higher efficiency.
90%
Over 90% of customers expect response times under 10 minutes.
60%
Brands can automate over 60% of their support tickets with AI.
80%
A majority of CX leaders are looking to implement AI in their support processes in a significant way.