Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- Swytch slashes customer response times with My AskAI, empowering their team to deliver exceptional service
- What does Swytch do?
- Tackling Growing Customer Support Challenges
- Why Swytch Chose My AskAI
- Seamless Implementation and Immediate Impact
- A Better Experience for Customers and Staff
- Looking Ahead: The Future of AI at Swytch
- A Strategic Partnership for Growth
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Nov 27, 2024
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Swytch slashes customer response times with My AskAI, empowering their team to deliver exceptional service
- Swytch is a B2C ecommerce revolutionizing electric transport by offering e-bike conversion kits that make electric bikes accessible and affordable for everyone.
- With its global reach and growing customer base, Swytch faced mounting challenges in providing timely and efficient support.
- After testing multiple AI solutions and undergoing a competitive selection process, Swytch chose My AskAI, which has significantly reduced response times and enhanced customer satisfaction.
- By integrating My AskAI into their customer service operations, Swytch has empowered their team to focus on complex, high-value queries while ensuring routine issues are resolved instantly, with 81% (4,050 tickets)* resolved entirely by AI.
- Swytch is now exploring additional ways to utilize My AskAI to optimize their customer service and streamline operations.
What does Swytch do?
Swytch is a pioneering ecommerce in electric transport, founded in 2017 with the mission to make electric bikes accessible to everyone.
They produce e-bike conversion kits that allow customers to retrofit their existing bicycles with an electric motor, battery pack, and pedal sensor.
Swytch’s kits provide an affordable and sustainable solution for people to electrify their bicycles, making it easier for commuters and leisure riders alike to embrace greener transportation options.
Tackling Growing Customer Support Challenges
Swytch’s innovative product line has attracted a rapidly growing customer base, but with that growth came an increasing volume of support inquiries.
Their international customer service team faced challenges, including rising ticket volumes and longer response times.
"Our reply times were creeping up, and customers were waiting too long to get answers—sometimes for very simple questions,"
Traditional methods of scaling support operations were not viable, especially given internal directives to maintain cost efficiency.
Swytch needed a solution that could deliver instant responses to routine inquiries without compromising on quality or efficiency.
Why Swytch Chose My AskAI
Recognizing the potential of AI-powered customer service, Swytch evaluated various solutions, including Zendesk's native AI tools and other market leaders.
After a thorough selection process, My AskAI emerged as the clear winner due to:
- Customizability: My AskAI’s willingness to adapt the platform to Swytch’s unique needs was unmatched.
- Affordability: The solution offered a clear cost advantage compared to other providers.
- Proven Results: During the testing phase, My AskAI demonstrated superior performance in resolving customer queries accurately.
- Responsive Support: The My AskAI team worked closely with Swytch to tailor the AI to their specific workflows and requirements.
"What impressed us most was the flexibility and dedication of the My AskAI team. They never said, 'We can't do that,' and always worked to find a solution that fit our needs”
Seamless Implementation and Immediate Impact
The implementation process was smooth and collaborative.
Swytch tested My AskAI across various customer service scenarios within their Zendesk Tickets, starting with internal replies to common inquiries. Gradually, they expanded its use to fully automate responses for specific ticket categories.
The results were transformative. Reply times for automated inquiries dropped to zero, while overall response times fell from days to just minutes.
"The difference was immediate. Customers now get instant answers to routine queries, and our team can dedicate more time to solving complex problems"
A Better Experience for Customers and Staff
With My AskAI, Swytch’s customers benefit from faster, more accurate support. At the same time, support staff have more capacity to handle nuanced and technical inquiries, improving both employee satisfaction and customer loyalty.
"Our agents can now focus on what they do best - building relationships and solving challenging issues - without being bogged down by repetitive tasks"
Looking Ahead: The Future of AI at Swytch
Swytch sees significant potential for expanding their use of My AskAI.
Future plans include:
- AI-Enhanced Email Support: Swytch aims to fully integrate My AskAI with their email and messaging channels to streamline communications for their older customer demographic.
- Backend Integrations: By enhancing their backend and order portal with AI, Swytch envisions automating complex tasks like address changes, refunds, and order modifications.
A Strategic Partnership for Growth
Swytch’s collaboration with My AskAI has proven to be a game-changer, delivering measurable improvements in customer support efficiency while setting the stage for future innovation.
"The dedication and flexibility of the My AskAI team have been key to our success. They've helped us solve real problems and shown us how AI can transform customer service"
By leveraging My AskAI, Swytch has not only optimized their operations but also reinforced their commitment to delivering exceptional customer experiences.
*Numbers updated and correct as of Feb 2025
