Ada Defensible Differentiator: Automated CX Expertise and Guidance

Description:

• Support an AI-First strategy with world-class implementation & support

How it Works:

• Dedicated CS Org to drive an AI-First CX strategy over time
  • Achieved through outcome focused continuous improvement to Automated Resolution
• Connect with and learn from your peers through the Ada Community
• Become certified and access on-demand learning courses through Ada Academy 
• Thought leadership and strategic guidance to deliver on your AI-First strategy
  • Vertical and industry knowledge for implementations
  • Technical expertise in CX integrations and ecosystems

Customer Value:

Increase Revenue: 

• Drive more personal and effective conversational designs, leading to increased customer satisfaction and retention
• Accelerate time-to-value and ROI

Reduce Cost: 

• CX automation kept in-house with an empowered AI-First function => reduced dependency on external resources

Reduce Risk:

• Avoid mis-scoped projects and failed deployments
• Avoid common mistakes that occur throughout the CX journey that could impact efficiency or customer experience

Customer Examples and Defensibility:

• Smile Direct Club | Problem: SDC wanted to provide a modern customer experience - building the best experience for each channel and optimizing the capabilities of that channel. | Solution: Created a dedicated Digital Self Service and Automation team to manage the business implementation and ongoing management of Ada. They hired conversational designers and bot tuner roles to manage Ada and other automations. | Result: Team members could self-serve the automation and manage multiple channels, allowing SDC to move call center agents to new roles and reducing FTE from 1,110 to 800.
• LiteBit | Problem: Agents were drowning in support tickets as the business grew exponentially, leading to long customer wait times. | Solution: Ada analyzed their ticket categories and escalations to propose a tiered implementation strategy, driving more resolutions within the bot and rolling out 24/7 self-serve support across 10 languages. | Result: 80% resolution within the bot, 90% reduction in average handle time, and $2.7M in annual savings.
• BFA | Problem: Had two separate systems to process returns. | Solution: Ada automated returns, integrating with both Returnly and Zendesk. | Result: 93% improvement in first email response time. | Quote: We couldn’t have asked for a better implementation and post-implementation process. Our agents are intelligently powered by the information they’re getting from Ada. Their job is easier and more impactful now.” - VP, Customer Care
• Wave | Problem: Agents were not able to keep up with support volume and cost of support was increasing year over year. Wave was forced to pull in employees from other departments to assist during peak times. | Solution: Ada’s ACX team helped Wave build automated workflows within 30 days, in advance of their January busy season, to answer frequently asked questions and reduce live agent involvement. | Result: 65% reduction in repetitive support tickets, 50% improvement in wait time for live agents, and a cost savings of $1.2M. | Quote: “Ada’s Professional Service Consultants have been essential to helping us get the most out of Ada. With their guidance, our team has been empowered to go beyond simply creating content. They’ve helped us build flows that enable our most valuable customers to get the right help quickly and easily.” -  Manager, Customer Experience Insights

Trap Setting Questions:

• Trap = Automated CX Methodology
  • Set Topic: Describe your vision for automation over the next 6 to 18 months …
  • Open Trap: With so much change happening, how do you ensure your selected partner can provide you the expertise and guidance to help navigate you through the opportunities that are available to you?
  • Close Trap: How impactful would it be to have an engaged partner with an informed and consultative view on the direction of your program?

• Trap = Take Action on Automation Improvements
  • Set Topic: Describe your vision for making continuous improvements to the solution.
  • Open Trap: How do you decide what to build next and ensure your bot is continuing to evolve? Describe the impacts of putting your effort in the right areas.
  • Close Trap: Describe the impact of always having a prioritized list of automation opportunities.

• Trap = Getting up to Speed Quickly
  • Set Topic: In your experience, what does the first 30 days look like when adopting a new software?
  • Open Trap: Describe the impact of being able to “level-up” your users more quickly. How do you ensure you get quick time-to-value?
  • Close Trap: Describe the role of SME training, access to a user community, and accessibility of self-guided resources.

For more information, check out this sales play: https://ada.highspot.com/items/63eada0e57ae19578517be2e?lfrm=shp.0