How HelloPrint used Engaige to scale customer service with 72% fewer agents
AI-powered automation technology helped HelloPrint reduce its team from 100 to 28 agents without compromising quality or CSAT.
By automating routine customer inquiries, HelloPrint customers were able to receive instant answers even outside of office hours.
HelloPrint is a global online printing company, operating in 21 countries and offering over 10,000 customisable products with over 100 million stock keeping units (SKUs). Their unique focus on personalisation means customers often need guidance throughout their purchase journey – before and after the sale.
Customer service is at the core of HelloPrint’s success. For them, it’s not just about solving problems; it’s a key part of building trust, fostering loyalty, and driving sales.
“We recognise that this customer-centric approach is what truly differentiates HelloPrint in the marketplace. By prioritising outstanding customer service, we aim to generate long-term value and ensure the satisfaction of our customers.” – Hans Scheffer, Founder and CEO, HelloPrint
But as HelloPrint grew globally, so did the costs of maintaining their high-quality service. They tried multiple customer service automation solutions but couldn’t find any tool that allowed them to continue meeting their high standards for CSAT and NPS.
That’s when they found Engaige.
We spoke with Hans Scheffer, HelloPrint Founder and CEO, Maarten Lelijveld, COO, and Thijs Kuipers, Solutions Engineer, to discover how Engaige helped HelloPrint deliver better quality customer service at scale and a fraction of the cost.
A powerful automation solution for a complex CS problem
To tackle its customer service challenges, HelloPrint implemented Engaige’s AI agents, which can handle the same tasks as human agents.
These AI agents support customer service teams with response drafts and action recommendations and, in up to 70% of cases, fully automate customer inquiries. This powerful combination allowed HelloPrint to scale its support operations globally while maintaining exceptional service quality.
Agent Assist: Supporting human agents with smart recommendations
Agent Assist is Engaige’s AI agent that acts as a virtual co-pilot for HelloPrint’s customer service team, seamlessly integrating into their workflow. The AI agent analyses customer queries to identify the issue and offers relevant responses and actions.
What sets Engaige’s Agent Assist apart is its deep understanding of company policies, processes and data, giving it the ability to go beyond simply suggesting solutions. It can also execute tasks after receiving human approval, ensuring actions are taken swiftly and accurately. This capability frees agents from manual work, improving both efficiency and response times.
Automating complex tasks with AI Customer Service agents
In addition to supporting agents, HelloPrint uses Engaige’s AI agents to fully automate customer service tasks. These agents can handle routine and complex tasks such as updating design files, changing delivery addresses, and providing product advice.
This takes customer service AI to a new level beyond simple traditional support. With Engaige’s technology, AI agents are able to recommend products and completely guide customers through their purchasing journey.
Automating these tasks has allowed HelloPrint to provide faster resolutions, even outside of regular business hours. By ensuring support is available when customers need it most, HelloPrint improved overall customer satisfaction and also drove revenue growth by 30% year-over-year.
A smooth and guided implementation for optimal CS automation
Once HelloPrint recognised the potential of AI, they faced yet another challenge: how to quickly integrate advanced AI automation while keeping their high customer satisfaction intact. The Engaige team stepped in with a hands-on approach, guiding HelloPrint through every step of the implementation process. By offering tailored support and expertise, Engaige ensured the transition to AI customer service automation was as smooth as possible.
“In 2023, we recognised the potential of AI, but we were uncertain about how we should implement it. Engaige proved to be invaluable in this regard. Their hands-on support during the implementation phase resulted in significant improvements to our automated resolution rate and CSAT. Together, we continue to optimise the solution, driving progress toward our next set of ambitious goals.” – Maarten Lelijveld, COO, HelloPrint
Engaige’s implementation process prioritised adaptability and speed. Within two weeks, the Engaige team had the system fully operational. This allowed the HelloPrint team to provide feedback for ongoing optimisation and ensure their AI agents remained aligned with HelloPrint’s workflows.
HelloPrint provided the input, and Engaige handled the rest – ensuring a seamless integration that preserved existing processes while delivering immediate results.
A smart co-pilot to boost customer service quality
In the online printing business, it’s not uncommon for customers to need changes to their orders after purchase. They might notice a mistake in their design file and want to upload a new one. Or they might need to change the delivery address as they often order for multiple clients.
With the high volume of customers HelloPrint serves, handling every change request manually became a significant strain on their customer service team. That’s where Agent Assist made all the difference.
Powered by LLMs to think and plan like real humans, Agent Assist is able to deliver highly relevant answers and actions in real time. These intelligent agents analyse customer queries, quickly grasp the nature of the issue, and provide tailored recommendations to human agents. Acting as a co-pilot, they help agents respond faster and with greater accuracy, cutting down the time spent searching for solutions.
The impact was clear: HelloPrint saw a 30% reduction in average handling time for queries involving human agents. Customers received faster resolutions, agents worked more efficiently, and service quality remained consistently high. It’s a win-win for everyone.
“Our agents take 30% less time to handle customer queries. This means we also see an increase in our customer happiness metrics during peak moments – because we’re simply better at handling all the customer requests.” – Thijs Kuipers, Solutions Engineer, HelloPrint
Reducing time-to-first-response by 90% with full automation
In the fast-paced world of print-on-demand, response time can make or break customer satisfaction. For HelloPrint, time-to-first-response has always been a key measure of their customer service team’s performance.
However, they faced two big challenges:
- High query volume: As HelloPrint operates in a seasonal industry and at a large scale, it was tough to respond to every initial interaction quickly.
- Limited availability: Human agents couldn’t provide 24/7 support without significant costs. As a result, customers were dependent on HelloPrint’s opening hours which didn’t include evenings or weekends.
These slow responses were putting customer satisfaction at risk.
With Engaige, HelloPrint was finally able to provide round-the-clock, instant support without driving up costs.
By implementing Engaige AI Customer Service Agents, customers were able to instantly receive answers to their questions, reducing time-to-first-response drastically by 90%.
Moreover, it allowed HelloPrint to service customers outside of office hours and during weekends. Customers could still receive product advice, finalise their orders, update their delivery address and cancel orders – even if no human agent was available.
International support made easy with customer service automation
Managing customer support across multiple countries can be a complex task. Luckily, Engaige stepped up to help HelloPrint navigate these challenges by offering robust global and multilingual support.
“Running an international customer support centre requires not only recruiting and training agents in different languages but also adapting the service to meet the specific business logic of each country.” – Maarten Lelijveld, COO, HelloPrint
With Engaige, HelloPrint was able to assign unique business policies to different AI agents dedicated to specific countries. This approach allowed HelloPrint to scale their general processes while ensuring the AI agents remained aligned with the unique business logic of each region.
Additionally, since Engaige’s AI agents work across multiple languages, HelloPrint could define their business logic in one language and scale it to all languages without needing to manually translate every piece of information. This flexibility allowed HelloPrint to scale their general processes globally while maintaining high-quality, localised service for every market they serve.
The impact was also felt in the onboarding process for new agents. With Engaige’s AI agents providing all the necessary knowledge without any language barriers, new team members around the globe can be onboarded more quickly and effectively, further improving HelloPrint’s operational efficiency.
Engaige helps you deliver exceptional customer service at scale
With Engaige, HelloPrint was able to automate more customer service tasks, improve the efficiency of its customer service team, and provide better quality customer service on a global scale.
Since launching Engaige, HelloPrint has seen significant results:
- Reduced its headcount from 100 to 28 agents
- Improved time-to-first-response by 90%
- Reduced query handling time by 30%
- Automated 70% of customer support tickets
Ready to see what AI customer service automation software can do for your CS team?
With Engaige, you can enhance your customer service while automating repetitive tasks and scaling operations effortlessly. Speed up workflows, reduce response times, and improve customer satisfaction – all without compromising on quality. Our team is ready to guide you through a personalised demo to show how our AI solutions can support your business’s growth and efficiency.
