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Customer Story

Knorr Got a Massive Leg Up in Customer Service Game Using MyAlice

Within a few days, MyAlice helped Knorr see quantifiable performance metrics. The user retention boosted up after integrating MyAlice in their social media platforms. Knorr Bangladesh saw an increase in the user retention rate of 23.8%!

The Company

Unilever Bangladesh Ltd. is one of the world’s most successful fast moving consumer goods manufacturing companies. Unilever-owned brand Knorr has been a part of the food industry in Bangladesh since 2005.  Knorr sells a variety of instant food items like  soups, instant noodles, coating, and batter mixes, cubes, etc. With the help of its wide range of products that meet customer demand, it steadily grew a stronger presence in the market. And over the years became a leading market player.

However, the recent resurgence of e-commerce and online customer service was seen to be a bit of a challenge. So they had to find better ways to keep up with this market and consumer behavior changes.

The Challenge

Navigating through information gap and re-structuring customer service amid ever-growing online customer trends, Knorr solely relied on manual response to deal with their customer inquiries on social media platforms.

However, they were struggling to deal with each customer on time on every platform. The agents were finding it hard to keep up with the influx in customer message queries every day in every week.

Good customer service is an asset of any company. But, in this case, Knorr was failing to attend to the needs and expectations of customers. Response rates on each social platform was low . Manually sharing recipes using Knorr food items became even more difficult. This gradually created an information gap between the company and the customers. Customers were frustrated not to get adequate information right away on their delicious offerings.

Facebook pages not having satisfactory product information was making more and more customers dissatisfied. Even if there was a considerable amount of engagement on posts and inboxes, there were low responses from the company’s side to satisfy the queries. All of this was putting an adverse effect on Knorr’s customer service and satisfaction rate.

The Tool:  MyAlice’s Customer Experience Management Solution

Knorr was in search of the right tools to help them maneuver around this problem. MyAlice is what Knorr needed as a company serving millions of customers. Alice is a multi-purpose chatbot, capable of sales promotion, advisory, survey, social listening, and customer service, through seamless integration with multiple social media. and chat channels like Facebook Feed, Messenger, Viber, etc.

We built them a chatbot using Artificial Intelligence, powered by Natural Language Processing (NLP). With our complete customer experience management solution, overnight 75% of customer requests became automated. Knorr was also able to post recipes and sell items through Facebook Messenger in both text and video formats, thanks to our CMS. Narrowing down the information gap that they previously had with the customers.

The Results

Within a few days, MyAlice helped Knorr see quantifiable performance metrics. The user retention boosted up after integrating MyAlice in their social media platforms. Knorr Bangladesh saw an increase in the user retention rate of 23.8%! The previous customer service gap that they had with the customers no longer exists. Clients felt more satisfied and happy to be able to share and receive personalized content and food recipes. Which was done through Facebook Messenger, the most widely used platform by their targeted customers.

The positive response from customers resulted in an increase in sales volume. Customers are now also able to directly purchase a variety of products through Facebook Messenger.

Using Alice, user interaction skyrocketed 10x times! So did automated replies, with a 92% increase in their user satisfaction rate.


“Alice’s super flexible and advanced platform ensures that different Unilever brands can engage with the consumers and understand their behavior in the social media and digital space.”

                      Farhana Mahfuz Dinar, CEC Country Lead, Unilever Bangladesh.

EndNote

Knorr finally managed to fill the customer service gap using the right tools of MyAlice.
Harnessing the power of stronger customer service enabled them to develop a positive relation with customers while increasing customer satisfaction rate.
We recognize that your clients have come to anticipate exceptional service over time. Alice can do the same, if not better, for your company. Automated replies to client queries online can help you save money and time.

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