Sex Toy Club Implements Intelligent Based Customer Support System

LOS ANGELES, Calif.—Sex Toy Club (STC) has introduced its knowledge base, live chat and "call me” back services, a suite of tools STC contends makes its customer support system first in class for the wholesale and drop ship sex toy industry.   STC’s Knowledge Base aims to provide its customers with professional, high-quality answers using a smart system that can instantly reply to variously phrased questions and all repeated questions, as well as providing instant translation for multiple languages.  With the ability to instantly answer 80 to 93 percent of customer queries online, the new tool provides an improved customer experience. Customers can ask natural language questions and smoothly receive immediate responses to questions they ask. The system also offers access to the application on every page as a floating widget. The floating widget follows the customers as they browse through Sex Toy Club’s website, allowing them to ask their questions instantly on any page.  The application also creates a list of most the popular questions and auto-updates an easily accessible FAQ.  Autumn O'Bryan, vice president of business development, stated, "With our substantial growth over the past few years, our staff was overwhelmed with the sheer volume of incoming emails, tickets and calls 24/7 that they were always playing catch-up. With this customer support upgrade, our customers are getting the answers that they need, when they need them and our staff, has time on their hands to now cultivate our accounts and increase sales. I wish we would have done this years ago, because we’ve already seen business increase from this." Live chat is another option for Sex Toy Club members to get the support they need. STC chat allows the customer to have pro-active, intelligent chats with customers support representatives across multiple channels and screens, wherever customers can be found, including websites, social media, and mobile devices. Each customer's interaction with live chat staff enables a real time understanding of customer needs and business objectives, enhancing relationships and producing truly connected customers. STC chat deploys business rules to deliver the right chat invitation to the right customer at the right time, providing immediate support while customers are still on the site. Click-to-chat buttons are always on display so customers and prospects can request a chat whenever they need help. The operators have the ability to push web pages and offers that open on the chatter’s desktop and provide hands-on assistance with text-highlighting and co-browsing capabilities.  STC is also maximizing the customer experience with the availability of a "call me" back service called "STC Voice." STC Voice delivers a seamless connection between the website and voice channel to effectively engage customers at their most critical moments online. STC Voice offers customers the opportunity to talk with the staff most suited to meet their needs through smartly placed click-to-call buttons or proactive voice invitations. Once a visitor enters his phone number and clicks on a voice button or invitation, his phone rings and he is automatically routed to the most appropriate department within the company for immediate, relevant assistance. Instead of dialing into a frustrating toll-free number, visitors connected via STC Voice remain engaged on the website and can receive pushed pages and content during the phone conversation. All history, transcripts, account data and other relevant information is available to the operator while speaking with the customer — maximizing the likelihood of a successful resolution. Because STC Voice is fully integrated with STC Chat and STC Email and Knowledge Base, escalation between channels is seamless. For more information, visit SexToyClub.com.