Zero Errors, Maximum Speed in Technical Support
20+ Year Old Construction Chemicals Brand Automated Its System by Providing 24/7 Uninterrupted Responses to 82,000+ Requests with Etkin.ai
(Dec. 2023 - May 2024)
(17,430 AI / 1,305 Human)
(104,280 ₺ cost savings)
Speed of returning to the customer
Arka Plan ve Zorluklar
Background
Isonem is an established brand operating in the construction chemicals and insulation sector with 20+ years of experience, exporting to 120+ countries.
Serving with a network of 6,000+ dealers and a range of 55+ products, the brand receives an average of 500 technical requests daily.
Challenges
- Hundreds of repetitive manual questions regarding product usage and application details.
- The necessity of quickly finding the closest one to the customer among thousands of dealers in 89 cities.
- The team being off-duty between 19:00 - 20:00 when message traffic is the most intense.
Solution
Etkin.ai was positioned as a "Technical Expert" in all digital channels of Isonem.
Instantly answered technical details such as product packaging, application thickness, and methods.
Listed the nearest dealer within seconds with map and contact information based on city and district data.
Autonomously managed WhatsApp (55%), Instagram (41%), and Web Chat channels from a single center.
82,000+ requests were met in 6 months. 41,545 of total messages were answered automatically out of working hours (outside 09:00 - 18:00). According to 6-month data, 8,500+ customers were directed to dealers.
A Real Dialog
What happened in this conversation?
The customer asked about the Izobeton product via website chat. The agent:
- →Introduced the product: Stated 1-10 mm thickness, 20kg packaging, 5-10 m² coverage, and sent the product link.
- →Detected the request: To the price question, said "It varies by dealers" and asked for city/district info.
- →Answered the question instantly: To the question "Is there a dealer in Bartın?", provided the names, full addresses, and phone numbers of 2 dealers.
Result: The AI agent took over all the tasks of providing technical info, routing to the dealer, and conveying price info.
Isonem - AI Asistan
Çevrimiçi
Why It Worked?
Even during peak periods reaching 1,137 daily requests, the system responded to every customer within seconds without any disruption.
Eliminated customer loss by answering nearly 16,000 messages during the busiest time of 19:00-20:00 and on weekends.
Successfully transferred digital traffic to physical points of sale (7,179 routings) by performing location-based dealer routing in 1,566 districts.
"We do business with 120 countries. We have dealers all over Turkey. It was impossible to manage such a large network manually. Thanks to Etkin.ai, we provide instant answers to every customer in 89 cities as if we were right next to them."
Isonem Team
Isonem