Thai ecommerce businesses face high call volumes during flash sales and promotional events. A Thai online retailer of electronics deployed Instadesk’s cloud call center to handle customer inquiries about orders, deliveries, and returns. Results after 6 months: call abandonment dropped by 70%, average wait time fell from 8 minutes to 90 seconds, and customer satisfaction increased by 35%. This case study details the retailer’s challenges, solution, and quantifiable outcomes.
Customer Background and Pain Points
The retailer sells smartphones, accessories, and home appliances through its website and Lazada Thailand. During monthly flash sales, call volume spiked 510x, overwhelming the onpremise call center. Wait times exceeded 15 minutes, and abandonment rates reached 40%. Afterhours calls went to voicemail, and customers complained about unanswered inquiries. The retailer had no IVR system, so all calls were routed to a general queue, frustrating both customers and agents.
The Solution: Cloud Call Center with IVR and AI Voicebot
The retailer deployed Instadesk’s cloud call center. Key features included:
• Thai language IVR with selfservice options: “Press 1 for order status, press 2 for returns, press 3 for delivery.”
• AI voicebot for order tracking: Customers spoke their order number; the bot queried the ecommerce platform and provided status.
• Callback queue: Customers could request a callback instead of waiting on hold.
• Realtime dashboard for managers to monitor wait times and agent performance.
• Integration with Shopify and Lazada for order data.
Implementation and Results
Deployment took 2 weeks. After 6 months of operation:
• Call abandonment: Dropped by 70% (from 40% to 12%).
• Average wait time: Reduced from 8 minutes to 90 seconds.
• Automation rate: 45% of calls resolved by IVR/voicebot without agent involvement.
• Afterhours coverage: 100% of afterhours calls handled by voicebot or callback queue.
• Customer satisfaction: Increased from 65% to 88%.
• Agent productivity: Each agent handled 40% more calls per shift due to IVR prefiltering.
Key Lessons for ECommerce Retailers
• IVR selfservice reduces agent workload by handling routine inquiries.
• Callback queues dramatically reduce abandonment.
• Integration with ecommerce platform for order status is essential.
• Thai language voicebot improves customer trust and satisfaction.
How Instadesk’s Call Center Works for ECommerce
Instadesk’s platform includes prebuilt IVR templates for order status, returns, and delivery. It integrates with Shopify, WooCommerce, Lazada, and Shopee. Thai language NLU is pretrained for ecommerce intents. Payasyougo pricing has no perseat minimum.
Conclusion
This Thai ecommerce retailer proved that a cloud call center with IVR and AI voicebot can dramatically reduce abandonment, wait times, and costs. Other online retailers can achieve similar results by adopting Instadesk’s solution.
