How Lovoo reduced customers’ waiting time by 200%.

logo-lovoo

The Company.

Lovoo is a social network that enables people from the surrounding area to get to know each other and date. Lovoo is based on location-based data and is operated by Lovoo GmbH. The company is headquartered in Dresden, Lovoo has about 100 employees. In 2012 Lovoo was awarded the audience award for the best German mobile app at the “Show your App Award”.


The Channels.

Web chat, Facebook Messenger

The Challenge.

Lovoo wanted to establish a new communication channel that would allow customers to receive immediate support on inquiries without having to call their hotline. The new communication channel should meet the demands of their young target group and fit the brand image. In addition, the new contact option should be available in both web chat and Facebook Messenger without burdening existing resources.

200%

Reduced waiting time.

80%

Automation rate.

The Solution.

Lovoo uses the hybrid technology Agent + AI from e-bot7 and integrated Chatbot Lou on Facebook and in the customer service area of their website to automate support requests via live chat. Chatbot Lou enables customers to find answers to their questions easily and quickly while using social media or surfing online. Lou uses the same language as their target audience. With Lou’s help, customers’ waiting time for answers has been reduced without compromising the quality of support. In addition, Lou has freed up capacity for complex customer issues and significantly increased Lovoo’s live support capacity.

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