{"id":17136,"date":"2023-06-09T04:53:00","date_gmt":"2023-06-09T04:53:00","guid":{"rendered":"https:\/\/sinchimportfinal.local\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/"},"modified":"2025-02-24T11:01:03","modified_gmt":"2025-02-24T11:01:03","slug":"optimizing-customer-service-and-costs-ai-chatbot","status":"publish","type":"customer-stories","link":"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/","title":{"rendered":"Optimizing customer service and costs with an AI chatbot"},"content":{"rendered":"\n<p>Founded in 2014, Bizbike is Belgium\u2019s biggest eBike provider and an expert in bicycle mobility. <\/p>\n\n\n\n<p>Since its creation, the company\u2019s ambition has always been to get and keep everyone moving. Bizbike strongly believes in the benefits and positive impact of cycling, and one of the company\u2019s main goals is to improve bicycle mobility in Belgium for both employers and employees. <\/p>\n\n\n\n<p>E-bikes have seen a huge surge in popularity across Europe in recent years and have started replacing cars in Scandinavian countries and the Netherlands. But what sets the Bizbike apart is its dedication to delivering an end-to-end positive experience for every cyclist, with user-friendly, sustainably designed electric bikes, a high price-quality ratio \u2014 and five-star after-sales service. <\/p>\n\n\n\n<p>Bizbike strives for a home delivery of every bicycle within two weeks. With their in-house developed platform, they can ensure a close follow-up of every customer and register agreements for maintenance or repair. <\/p>\n\n\n\n<p>But maintaining a seamless customer experience in today\u2019s booming e-mobility market comes with some challenges. That\u2019s where Sinch came in! <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Challenge: delivering world-class service in a booming market <\/h2>\n\n\n\n<p>With soaring demand, disrupted supply chains, and an ever-growing number of customer queries, many e-mobility companies struggle to keep up. <\/p>\n\n\n\n<p>With over 130,000 Bizbike eBikes on the road, Bizbike was looking for a way to keep customers satisfied with high-quality support. <\/p>\n\n\n\n<p>Like many e-mobility companies, they turned to AI to help them provide instant, helpful answers to customer queries. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Solution: always-on, cost-effective customer support at scale <\/h2>\n\n\n\n<p>Bizbike teamed up with Sinch and implemented a chatbot on their website to automate answers to simple queries and frequently asked questions. <\/p>\n\n\n\n<p>Bizbike\u2019s chatbot Sara now handles 30% of all customer FAQs, without compromising on the human touch. <\/p>\n\n\n\n<p>\u201cWe&#8217;ve now integrated multiple automated pathways into Sara so that customers are automatically guided to the right destination based on text instructions, and it works wonders: Some customers even forget that they&#8217;re communicating with a chatbot and thank Sara before ending the conversation,\u201d Louis Vanhove, CEO and co-founder of Bizbike explained. <\/p>\n\n\n\n<p>And, of course, customers can also switch to human assistance at any time. <\/p>\n\n\n\n<p>The company\u2019s customer satisfaction metrics now speak volumes about the positive impact of AI on customer experience. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/InArticle_BizBike_1400x1450.png\" alt=\"Image of a woman looking at her phone\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Results: instant problem resolution and happy customers <\/h2>\n\n\n\n<p>Net Promoter Score (NPS) and customer satisfaction have always been central to Bizbike\u2019s growth strategy. With Sinch\u2019s conversational AI solution, the company\u2019s NPS score increased by 4 points, and 62% of Bizbike\u2019s customers are now active promoters. Bizbike was even nominated for the very first Customer-Centered Organization Award in Belgium, which celebrates organizations that put their customers first. <\/p>\n\n\n\n<p>But the positive impact of conversational AI reached far beyond customer satisfaction. The chatbot also saves the company over 40+ hours per month and helps it get the most out of its customer service team. Support agents can now focus on complex, value-adding queries that require human assistance and help increase revenue. <\/p>\n","protected":false},"author":6,"featured_media":60187,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"customer_stories_industry":[117],"class_list":["post-17136","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","customer_stories_industry-sports"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Bizbike optimized customer service and costs with an AI<\/title>\n<meta name=\"description\" content=\"Discover how conversational AI chatbots helped Belgium\u2019s biggest eBike provider reduce customer service costs by 70% while keeping satisfaction high.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Bizbike optimized customer service and costs with an AI\" \/>\n<meta property=\"og:description\" content=\"Discover how conversational AI chatbots helped Belgium\u2019s biggest eBike provider reduce customer service costs by 70% while keeping satisfaction high.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/\" \/>\n<meta property=\"og:site_name\" content=\"Sinch\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/wearesinch\/\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-24T11:01:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-Bizbike.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"496\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@WeAreSinch\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/\",\"url\":\"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/\",\"name\":\"How Bizbike optimized customer service and costs with an AI\",\"isPartOf\":{\"@id\":\"https:\/\/sinch.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-Bizbike.png\",\"datePublished\":\"2023-06-09T04:53:00+00:00\",\"dateModified\":\"2025-02-24T11:01:03+00:00\",\"description\":\"Discover how conversational AI chatbots helped Belgium\u2019s biggest eBike provider reduce customer service costs by 70% while keeping satisfaction high.\",\"breadcrumb\":{\"@id\":\"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/#primaryimage\",\"url\":\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-Bizbike.png\",\"contentUrl\":\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-Bizbike.png\",\"width\":800,\"height\":496},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/sinch.com\/customer-stories\/optimizing-customer-service-and-costs-ai-chatbot\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/sinch.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Stories\",\"item\":\"https:\/\/sinch.com\/customer-stories\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Optimizing customer service and costs with an AI chatbot\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/sinch.com\/#website\",\"url\":\"https:\/\/sinch.com\/\",\"name\":\"Sinch\",\"description\":\"SMS Messaging, Voice, Email, Video &amp; 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