At the end of August, news broke that Klarna, the Swedish fintech specialising in instalment payments on online purchases, intends to entrust artificial intelligence with half of the work carried out by its Customer Service department. Artificial intelligence is undoubtedly the most revolutionary and exciting innovation of our time, capable of bringing profound changes to every sector of the economy, including retail of course. And Tymely has been able to harness this powerful tool to offer businesses, and consequently the end customer, better service and lower costs. Tymely’s agent handles the most complex customer service tickets from retailers from start to finish and with unprecedented quality of service, including partial order changes, shipping address changes, refunds, etc. By using Tymely, resellers can reduce support costs and increase customer satisfaction as well as sales. Josh Behar, VP Strategic Accounts and BD, tells us about Tymely.

How was Tymely born?

Let’s start with a premise: robotic customer care or chatbots are bad for customer satisfaction. They work very well for providing information, such as what the hours of a shop are or how the return policy of a product works, but if you want assistance to solve a problem, they are very frustrating. This is because most of the time if you ask the chatbots a question, they either don’t understand the question, or answer to wait for an operator to intervene. Thus, the customer wastes unnecessary time without solving the problem. Timely, on the other hand, offers fast and high quality customer care and customer service through the use of Artificial Intelligence and high auto.

How does it work?

The first step is learning about tickets, company policies, and how to provide good customer service. The second step is the ability to replicate all this with maximum efficiency and minimum cost. Tymely can perform end-to-end transactions, make returns, exchanges and everything a human operator normally does. We can cover 60-80% of all customer requests with a very high quality and 99.5% accuracy achieving a customer satisfaction grade of 4.8. We are so confident in the accuracy of the service we offer that we do not charge any integration costs, only the cost of the ticket for the fully resolved customer issue.

Who do you mainly target?

Today we are mainly chosen by very large companies and customer service organisations of significant size, i.e. with 20 or more agents running major service centres. Because we invest a lot in understanding the company’s policy and are able to handle large amounts of online service operations quickly.

How important is speed in your service?

Very much. Today, the average response time of a customer service to an e-mail is 17 hours. One can easily imagine how little the customer will be satisfied if he has to wait that long for a reply. What’s more, if when you do get a reply, you find that it is handled by a chatbot that does not understand what the customer needs, the frustration increases. Tymely, on the other hand, is able to offer a response in less than 30 minutes, accurate and human-like, intelligent and personalised, 24/7. In addition, it supports all social channels, including WhatsApp, which is becoming increasingly important. The world today is changing, becoming more and more of a small village: today, an Australian company is competing with an Italian one as goods can be shipped anywhere in the world. Therefore, to be successful, it is crucial to offer a high level of customer service that makes the difference.