Move on.
of enquiries responded by AI
AI conversations require no human agent
reduction in WISMO and basic product queries
Mokobara: A D2C startup that’s making premium travel bags affordable. It offers thoughtfully designed luggage bags, backpacks, and travel accessories that appeal to the aesthetic sensibilities of the modern traveller. It also offers wallets and accessories such as packing cubes and neck pillows. Along the way, the company raised Series A funding of $6.5 million in a round led by Saama Capital, Sauce VC, Alteria Capital, and Panthera Peak Ventures.
Move in style
Despite having a user-friendly website and more than 10 support agents, the brand was becoming overwhelmed by basic pre-sales and post-sales inquiries. They needed a solution that could efficiently handle these customer interactions without negatively impacting their NPS scores.
- 70%+ of full resolution rate
- $12,000 project savings
- Seamless handoff to Whatsapp for more complex queries
The Challenge
Mokobara relied on WhatsApp as their primary support channel. However, they were overwhelmed by a high volume of basic inquiries, including order tracking and pre-sale questions about their product features. Despite having a team of 10 support agents, the increasing demand was pushing them to consider hiring more staff. They needed a solution that could automate parts of their support processes to prevent their agents from being inundated with routine queries that didn’t require human intervention. Additionally, they sought a system that could reflect the innovative nature of their products.
The Solution
Seamless Automation
Macha AI efficiently handles 90%+ of all incoming website inqueries across various languages and regions, delivering comprehensive resolutions for over 70% of them.
AI-Powered Issue Detection
Macha AI delivers exceptional accuracy, reaching 99%, in identifying the right customer issue and handling post sales and e-commerce queries.
Scalable Solution
Macha AI offers a scalable, 24/7 customer support solution that’s in line with their business growth, ensuring responsive and efficient service across key markets.
Proactive Automation
Macha AI's ability to handle customer support tickets in multiple languages (120+ major world languages) demonstrates it’s capacity to cater to diverse customer needs effectively.
We noticed a recurring pattern in many customer queries, especially in chats, and we didn't want to hire a large team to manage them. That's when we turned to AI and found Macha.
As one of their early clients, we quickly automated about a large portion of our queries, reaching nearly 70% during peak times like sales and festivals. The support and dedication from the Macha team have been exceptional.
Shiro Jacob
Head of Customer ExperienceGo live effortlessly with our team supporting you at every step
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Mokobara used Macha AI to automate 90% of website support inquiries, improving efficiency, scalability, and multilingual support, while reducing the need for additional staff.
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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.