CartonCloud uses eesel AI to access their internal documentation and their public knowledge base.
They have integrated eesel AI with their Salesforce Service Cloud UI and their internal Slack channels.
CartonCloud has seen a reduction in time spent working on simple queries, so their agents can focus on more complex ones.
They chose eesel AI because it is user-friendly, efficient, personalized, and retains the sense of 'human touch' that other tools lack.
—
CartonCloud is a transport and warehouse management system. It's a logistics software solution that's designed to streamline their customers' workflow and reduce their admin overhead. They aim to transform the logistics industry by offering automated, paperless, and innovative tech solutions to transport and warehouse management.
CartonCloud has over 500 carriers and warehouses that span across the U.S., Canada, Australia, New Zealand, and the Pacific. As a result, they have a large volume of documentation and knowledge relevant to different locations and customer needs. They have been placed on Capterra's Shortlist for Logistics Software 2024 for the second year in a row. It's clear that CartonCloud places emphasis on their quality of service and ability to overcome inefficiencies and logistics pain points.
How does CartonCloud use eesel AI?
CartonCloud uses several tools and apps that need access to their internal documentation and their public knowledge base. They have used eesel AI to integrate into their Salesforce Service Cloud UI to help manage their support services. Their team is able to access the right documentation for the right issues.
CartonCloud uses Slack for internal communications, and they've found that eesel AI has been integrated well, with access to some carefully selected internal documentation for their employees. This way, eesel AI can be the first port of call for their employees to seek out documentation or answers to questions instead of relying on manual request handling from other employees.
The impact of eesel AI
Eddie Stephens, the Service Desk Lead at CartonCloud, explains that eesel AI has provided improvements to the consistency of their support responses and resolving customer queries with more accurate responses. "It is getting us to the right articles really quickly and easily, as well as curating well-formed responses with consistent, "on-brand" tone which we have been able to administer."
eesel has been able to improve efficiency for CartonCloud. "We've seen a reduction in the time spent on rudimentary queries, allowing our agents to spend more time focused on more complex queries," Eddie Stephens says. CartonCloud are looking forward to being able to eliminate the need for agents to answer questions by allowing customers to self-serve using their knowledge base.
Why eesel instead of other tools?
CartonCloud has chosen eesel AI over other tools because it is both user-friendly and efficient, while, as Eddie Stephens puts it, "still keeping our own style and still keeping that human touch." eesel AI is able to customize its tone and maintain a sense of personalization that other tools can't.
eesel AI offers unmatched support, not just for setting up and getting started but as an ongoing service. CartonCloud prefers eesel's "friendly and responsive local support," as Eddie Stephens puts it.
