How Faire Revolutionized Customer Support and Operational Efficiency
“Working with the Decagon team is a fantastic partnership. They are always willing to listen, implement our feedback, and move at an impressive pace. Decagon has turned our customer enablement strategy upside down, allowing us to act faster than ever on behalf of our customers while eliminating the drag on engineering and product resources.”
Adele Hedden
Senior Director, Head of CX and Central Operations
About Faire
Faire is a global marketplace platform that supports brands and retailers, enabling seamless connections between hundreds of thousands of brands and retailers worldwide.
The Challenge
Like many support and operations teams, Faire faced the challenge of delivering an exceptional customer experience while scaling efficiently. Two key areas required immediate attention:
- Customer Experience Optimization: Streamlining processes such as initiating returns, which previously took significant time and effort.
- Cost-Effective Scaling: Managing operational costs responsibly while maintaining high service standards.
The Solution
Faire partnered with Decagon to transform its support and operations approach. Decagon’s AI-powered solution addressed multiple areas:
- Automating and reducing repetitive contacts: Decagon helped streamline common inquiries, freeing up support agents to handle more complex customer needs.
- Empowering human support with the right tools: By equipping support teams with better AI knowledge bases and processes, Decagon ensured inquiries were resolved quickly and effectively, leading to significant cost efficiencies.
- Upleveling Faire’s customer service team: TWith AI taking over repetitive tasks, Faire’s team could focus on more strategic and specialized initiatives, gaining deeper insights into customer experience trends and product feedback.
The Results
Decagon’s partnership has fundamentally transformed how Faire operates, leading to:
- Seamless processing, improving customer satisfaction.
- More efficient customer support, reducing operational costs while reinvesting savings into enhancing the customer experience.
- A shift in team focus to strategic growth, allowing Faire’s support agents to develop expertise in AI-driven customer enablement.
- Faster execution and decision-making, eliminating previous bottlenecks that required engineering and product team resources.
Looking Ahead
Faire continues to work closely with Decagon to push the boundaries of AI-driven customer support, ensuring:
- Faster, more efficient customer interactions through ongoing AI advancements.
- Scalability without sacrificing customer satisfaction as Faire continues to expand globally.
- Continuous innovation in customer enablement and operational efficiency.
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