The challenge
ACE Australia's client base was growing, and so was its presence online. Messages now arrived on WhatsApp, Instagram, Facebook Messenger and the website chat. Giving everyone a quick, consistent answer across those channels had become hard.
What we built
We started by researching which vendors' technology suited ACE. After choosing one, we set up its platform so that every channel arrived in one inbox and operators could answer from one screen.
We set different permission levels to protect client data, and added dashboards that showed activity and trends as they happened. Operators could open the knowledge base from inside the inbox, so answers stayed accurate and consistent between staff.
We also connected Acey, the AI assistant, to all four channels. When no operator was available, Acey answered straight away.
Key features
- WhatsApp, Instagram, Facebook Messenger and website chat in one inbox
- Permissions by role to protect client data
- Dashboards showing activity and trends as they happen
- Operators can reach the knowledge base from the inbox
- Acey replies when no operator is available
Results
With every channel in one place, the team handled messages more efficiently, and customers got quicker, more consistent replies wherever they wrote. We estimate about 40% fewer late or missed replies. With Acey connected, enquiries got a response around the clock, even when operators were offline. The ~ figure is an estimate, not an audited measurement.
Figures marked ~ are estimates, not audited measurements.
Why it matters
Clients message on whichever app they already use, and they expect a reply there. With every channel in one inbox, staff no longer check four apps, and Acey covers the hours when nobody is rostered on.