AI-powered customer support system enhances customer experience

Multi-level marketing companies are well known for their customer support and personalized services. In an industry like personal care, customers expect brands to oblige every demand and concern in no time. Most companies fail to fulfil this expectation, mostly due to oversight or lack of an efficient customer support system.

Prioritizing customers and their concerns

The personal care MLM business with markets in North America and South America faced challenges in supporting their international customers. The company had more than 200 products promoted by 100,000+ distributors. Customer complaints often rounded up on delayed deliveries and responses. Distributors waited for days to get an update on commissions, order delays, and product updates.

Recurring issues caused serious concerns in the customer-brand relationship. The company sensed an urgent need to set up an international customer support system that could address every concern in real time. The platform was expected to automatically respond to customer queries, log tickets, and assign it to the right agents for resolution.

Epixel MLM Software was entrusted with the sole responsibility of developing a customer support system that could empower their distributors and retain their customers.

Developing the smartest customer support system in the industry

We invested our time and industry experience to develop a smart and unique customer support system that can support the organization in their customer support efforts and their customers in experiencing an exceptional brand experience.

The support operations of the MLM company were previously done through email, phone, and spreadsheets. Even distributors within the organization did not have a proper support system to rely on when they faced concerns related to compensation structure and compliance.

The new customer support system supports peer-to-peer learning and collaboration between distributor teams. The international presence of the personal care MLM business also demanded a compliance-driven support process where customer data and privacy were held to the highest standards.

Features of customer support system for personal care MLM business

Automation and AI were combined to develop some of the most innovative features that redefined the company’s customer support process. The features turned beneficial in enhancing customer lifetime value and distributor satisfaction.

Conversational AI chatbot

The AI chatbot converses with customers to understand their concerns and provide instant resolution based on FAQs and other support resources. In case if the issue needs a human agent, it transfers the chat to the human agent with complete details on the issue. The chatbots developed for the company’s international customers and distributors can interact in English and Spanish.

Peer-to-peer support

Registered distributors can connect with teammates and uplines for any support on products, compliance and compensation. An internal discussion forum offers real-time support for distributors on topics related to sales, marketing, training tips, and customer support.

Advanced analytics

The platform was developed with a strong analytics system which provided the company with insights into customer behavior and agent performance. Behavior analytics analyzed interactions between support agents and customers to understand how quality support influenced retention rates. Live chats and responses were scanned using sentiment analysis to alert when customer frustration increases in a specific market.

Replicated websites

The distributor-brand website acts as a promotional and customer support tool. Customers can place orders from their distributor’s replicated website and track them until delivery. Distributors can send personalized offers and messages to customers through integrated social media tools in their replicated website to increase sales and connect with customers.

Security and compliance

The platform keeps customer data and transactions secure to comply with policies of its international markets. Breaches and potential violations are notified to avoid legal issues and other complications.

Support ticketing

The completely automated process of support ticketing accepts customer tickets and assigns them to the team member for faster resolution. The system also maintains a history of support tickets and their resolutions for team members to refer in the future.

Process collaboration dashboard

Sharing of information and updates on cross-team processes like logistics, support, finance and compliance are made through a dashboard. Teams and authorized members can access all relevant information on the dashboard for inter-team collaboration and support.

Content management system

In addition to distributor training modules, the CMS manages and recommends content for customer support. This includes past customer queries and resolutions, FAQs and other technical content recommended to distributors in times of need.

The positive impact made by Epixel’s customer support system

Each feature in the customer support system for the personal care MLM business brought in a positive change in business performance to enhance their brand identity in the markets.

Direct customer responses made through AI chatbots and agent support were expected to improve response time by 60% with 40% of tickets resolved by chatbots alone.

The automated support ticketing system aimed at setting a 47% improvement in faster issue resolution and 30% drop in support escalations.

The compliance management efficiently monitored processes and distributor activities. The feature promised the company a 20% increase in compliance accuracy.

Real-time localized customer support improved the customer-brand relationships and the company was expected to hit a 28% hike in new customer numbers. The CLTV of existing customers was also set to increase by 59%.

Toward the end of the first 6 months after implementation, the company’s customer satisfaction index was anticipated to increase by 83% compared to the results provided by their previous manual customer support system.

Challenges in developing an MLM customer support system

The development of a customer support system for personal care MLM company encountered challenges along the way in terms of data protection, support ticketing management, and global compliance.

Increasing product inquiries

The company has a wide range of personal care products; each tailored for different international markets. The customer support system has to attend to each of these queries with personalized resolutions for issues raised on product usage and recommendations.

The AI-powered chatbot attended most inquiries promptly rerouting only the ones that needed special attention.

Language limitations in international markets

The multinational MLM company needed a system that can switch languages and adapt to local and cultural needs. The company’s priority remained the convenience of its international customers.

In order to complement that we developed a multilingual customer support system with auto-translation features. Regional customer support teams were given tools to localize their responses to add to the convenience of regional customers.

Data privacy and compliance of global customer data

Operating in the American markets demanded compliance with FTC, HIPAA, and CCPA regulations.

The automated compliance management system aligns the business and its processes with regional regulations and policies. AI-powered compliance moderation helped the business monitor distributor activities within the system and on integrated social media platforms.

Expected Results

Improvement in average response time

60%

Faster ticket resolution

47%

Tickets auto-resolved via chatbot

40%

Drop in escalated support cases

30%

Rise in compliance accuracy

20%

Increase in customer satisfaction rate

83%

Increase in customer lifetime value

59%

Increase in new customers

28%