Over the years, Tough Mudder has gained popularity as a major endurance event series. To date, more than 3 million people have participated in Tough Mudder events. Given this incredible growth, Tough Mudder’s large customer service team found that their agents were dealing with repetitive queries easily answered by FAQs. They tried to push customers to their FAQ webpage, but this wasn’t enough. Tough Mudder needed to free up its customer service agents to answer less frequent questions from potential and existing customers, thereby saving valuable hours for the team.
“ Hello Vera is exactly what we need to improve our customer service and the quality of their team has been incredible.”
To help solve its challenge, Tough Mudder turned to Hello Vera—an advanced customer service artificial intelligence agent—and implemented it across multiple customer service channels, including the email and contact forms flow. By doing this, the AI suggested the best answer via popup when a customer a ticket was submitted through the contact form, freeing up Tough Mudder’s agents to answer other, more complex questions from customers.
Since deployment in mid-2017, Hello Vera typically solves and impressive 3,000+ of the 4,000+ queries Tough Mudder receives every month, and solves them without any human intervention. This means that 85% of queries are now answered by AI, and this has saved the customer service team 100s of hours of human work per month.