How Siena AI Helped Andar Automate 99.9% of Their CX Tickets
Plus, learn how Andar used Siena’s customizable CX flows to achieve a 98% positive response from customers
98% positive response rate from customers
$30,000 saved annually compared to previous CX solutions
99.92% of tickets automated
“Not only is Siena addressing concerns within the moment, but it’s giving our customers a sense of validation.” - Daniel P., Head of Customer Success / AI Prompt Engineer
About
Andar provides customers with full-grain vintage leather goods made to weather the test of time. From wallets to dog collars, Andar’s pieces are unique in preserving their quality leather’s matte finish, resulting in a product that slowly becomes distinctive to each wearer. Andar’s handcrafted products have been featured in Buzzfeed, Forbes, Salon, and more.
Challenge
Outsourcing CX can cause confusion—especially when agents lack the full picture.
Andar knew that excellent CX was the key to growing and retaining their customer base. Before implementing Siena AI, Andar outsourced part of their customer service to a chat team abroad. However, it quickly became clear that remote agents sometimes didn’t have the expertise necessary to handle more complex tickets. Daniel Patchett, head of customer success, often found himself managing customer concerns individually—cutting into his already busy day.
After several instances where Andar’s remote agents were unable to fulfill tickets to the ideal standard, it was clear that Andar needed a more sustainable solution. The moment Daniel heard about Siena AI he knew he had to implement it immediately. Siena offered Daniel the opportunity to create a speedy, automated, and empathetic customer experience that avoided the confusion generated through agents who didn’t fully understand Andar’s suite of products.
“Siena’s team was always willing to help, and that was one thing that really set them apart from competitors.”
Solution
Siena AI’s empathetic voice helps Andar customers feel heard
Andar needed a tailored solution that helped customers quickly and accurately. But while speed was of the essence, Daniel didn’t want to sacrifice the quality of care that made the customer experience memorable. Siena AI’s unique empathetic approach made certain that customers didn’t just get an answer—they also felt validated and heard. Siena now handles 99.9% of Andar’s tickets with a conversational approach that increases customer satisfaction.
From start to finish, it took Daniel approximately one month to get Siena AI up and running. Every time he had a question about the product, Siena’s own customer care team was on-hand to help him navigate this new tool. The result was a warm and knowledgeable AI customer service agent that resolved tickets in Andar’s preferred compassionate voice.
In the time Andar has used Siena AI, ticket volume has increased by almost 200%. In the past, this would have meant a surplus of additional work for Daniel. But with Siena, Daniel is able to focus on high-level strategy, system implementation, and communication with other vendors. Siena didn’t just give Andar an effective reboot of their customer experience, it also freed up Daniel to tackle large projects and look towards the future.
“Siena makes people feel that they are a priority and not just a number.”
Results
Siena AI now automates 99.9% of Andar’s customer success conversations
With Siena AI, Andar has been able to transform their customer success process without missing a beat. In only one month, Daniel was able to implement Siena and begin seeing results.
98% positive response rate from customers
$30,000 saved annually compared to previous CX solutions
99.92% of tickets automated
Since implementing Siena, Andar has achieved a more satisfied customer base. Daniel has noticed customers remarking on how efficient and thoughtful their interactions with Siena are. As for the future, Daniel and Andar are eager to implement Siena’s newest solutions as they become available.
“I have pure confidence that Siena is going to continue to expand its technology and capabilities, and that’s what we’re excited for.”