Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers. With its ability to handle customer communications over multiple digital channels, its variety of integration options, and quick agent escalation, Webex Connect has become an efficient solution that is relied upon by the Cisco Store.
Session Breakdown and Agent Handover
455 total chatbot sessions occurred at the Cisco Store in the first quarter of FY24, but that number jumped to 599 in the second quarter, an almost 32% increase. The number of sessions handled by the bot also increased from 193 in the first quarter to 288 in the second quarter, while the number of total agent handovers increased from 262 to 311. This means that not only were more people interacting with the chatbot, but the bot was able to handle 49% more sessions while still giving customers the opportunity to speak to live agents as they saw fit, all while retaining the conversation context. Webex Connect’s easy interface makes it convenient for a small staff to continuously improve the bot’s responses and speak directly with customers whenever needed.
Channel Breakdown
Customers can select their preferred channels to interact with the chatbot. Over Q2, 97% of the bot’s sessions occurred on the web. The online vs. in-person patterns of shoppers stayed consistent from Q1, as was seen by the almost 59% increase in online interactions. There was a marked decrease in in-person interactions, presumably due to the holiday season that dominated Q2.
Online Interactions [Q1 FY24]
Online Interactions [Q2 FY24]
Conversation Topics
In-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women’s apparel, and men’s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location.
Check back next quarter to see how Webex Connect performed in Q3!
