About Genrage
Genrage is an Indian streetwear brand selling oversized t-shirts, baggy pants, jeans, caps, baby tees, gym vests and more. It uses organic cotton, artisan stitching and screen printing, and has shipped over 100,000 orders while keeping its products premium and affordable.
The challenge
Around 70% of customer questions on support channels are repeats: refunds, shipping times, cash on delivery, delivery locations, exchanges and first-order coupon codes. Genrage had only five agents, and each reply took about 45 seconds. With support teams seeing 30 to 40% attrition, new agents also did not always know the answers.
How Zoko helped
Genrage set up Guru, Zoko's AI FAQ bot. The team wrote six templated answers covering its most common questions, and Guru matched incoming WhatsApp questions to the right answer automatically, including variations in how customers phrase them.
As an emerging Indian streetwear brand and with only five agents handling customer queries, we were struggling to maintain efficiency and response times. Up to 70% of inquiries were repeated questions about refunds, shipping, and product details. Each query took an average of 45 seconds to respond, significantly impacting our team's productivity. Zoko's AI-FAQ bot, Guru allowed us to automate responses to frequently asked questions, dramatically reducing the workload on our human agents. We started by creating six templated responses and integrating them with Guru. The results were astounding. Guru successfully handled 1,079 queries, freeing up our agents to focus on more complex customer issues.
Ankit Shetty, Marketing, Genrage
The results
- 1,079 customer questions answered by Guru
- Response time under 5 seconds, down from 45 seconds
- Agents freed up to handle more complex customer issues
