Introduction

Red Sea Fish Pharm is a world leader in high-end saltwater aquariums, hardware devices, and related chemistry. With a complex array of highly technical devices and support agents spread across Europe, North America, and Asia, Red Sea supports hundreds of thousands of devices, requiring intricate knowledge to maintain the professional service their customers deserve.

Challenge

As a rapidly growing company with a diverse product range and a large customer base, Red Sea faced the challenge of maintaining high-quality support while managing a vast number of customer interactions daily. The need to streamline support processes and improve response times without sacrificing the quality of service was paramount.

Solution

SupporTeam began the project with a comprehensive analysis of Red Sea's historical ticket data stored in Zendesk. This initial phase involved mapping and analyzing hundreds of thousands of tickets to gain a clear picture of customer inquiries and identify prevalent product issues.

Key achievements include:

• Knowledge Base Construction: Over three weeks, more than 300 distinct customer questions were mapped, creating a robust and trusted knowledge core.

  
  

• AI Integration: SupporTeam's AI Agent Assist app was deployed, equipping agents with the necessary knowledge to drastically improve response consistency and speed.

  
  

• Real-Time Support Enhancement: Agents received real-time, accurate recommendations, significantly boosting their ability to resolve queries swiftly.

Results

The impact of implementing SupporTeam’s solutions was profound:

• Increased Ticket Resolution: There was a 55% increase in the number of tickets closed per day.

• Improved Response Times: The first reply time improved by 40%, and the overall resolution time was reduced by 46%.

• Enhanced Agent Productivity: The deployment led to a 25% increase in one-touch tickets within the first week.

Client Testimonial

“The precision and effectiveness of SupporTeam’s AI solutions have transformed our customer support operations. We’ve not only improved our efficiency but also enhanced the quality of support we provide to our customers,” says the Head of Support at Red Sea.

Conclusion

Red Sea Fish Pharm’s collaboration with SupporTeam highlights the transformative potential of AI in customer support. By integrating advanced AI tools, Red Sea has not only streamlined its support operations but also set a new standard for customer service in the aquarium industry.