Omnichannel Support Transformation for a Leading Shared Bike Platform

Pain Points

High volume fluctuations – Peak times caused long delays and agent burnout.
Phone‑only, no self‑service – Customers had no way to find answers on their own.
Slow responses lead to low satisfaction – Delayed replies hurt the user experience.
Common issues clog agents – Repeated questions about bike location, minor damage, and payments took up most agent time.

✓

Powered by Instadesk

Omnichannel platform – Instadesk Omnichannel Platform unifies web chat, social media (WhatsApp, Facebook), and in‑app messaging.
Centralized ticket management – Instadesk Smart Ticket System auto-creates, sends, and tracks customer requests from all channels.
AI chatbot + knowledge base – Instadesk Chatbot provides 24/7 self‑service by answering common questions instantly using a built‑in knowledge base.
Seamless human handoff – when an issue is too complex, it gets handed over to a live agent smoothly, along with the full conversation history.

Efficiency Gains by Product

Omnichannel Platform

Unifies phone, chat, social, app – no channel silos

Smart Ticket

Auto‑routes and prioritizes requests, reduces manual sorting

AI Chatbot

Resolves 70% of common issues 24/7, offloads agents

Agent Assistant

Gives agents full context before handoff, faster resolution

Business Results

70%

Bot resolves 70% of common issues

10min → <1min

Response time

‑60%

Agent workload

65% → 90%

CSAT

Before vs. After

Metric

Support channels

Self‑service

First response time

Agent workload

CSAT

After Instadesk

Web chat, social, app, phone
70% auto‑resolution by chatbot
<1 min
40% (60% reduced)
90%

Before

Phone only

None

10 min (peak)

100% manual

65%

Instadesk gave our small support team superpowers. We went from phone‑only chaos to omnichannel efficiency. The chatbot resolves 7 out of 10 questions instantly, and our CSAT jumped from 65% to 90%.

— Head of Customer Support

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