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Letterbox Lab

An ecommerce business dealing with manufacturers and suppliers from all over the world.

FAQ Chatbots to the rescue

Letterbox Lab is a subscription-based science kit service that provides everything that you will need to execute the experiments that they have sent the instructions for. As an ecommerce business they deal with manufacturers and suppliers from all over the world.

At the start of March 2020, they were following their normal customer subscription rate, however, once it was announced on 18 March 2020, that schools were closing due to COVID 19, their weekly online subscription rate increased six-fold within 24 hours.

Within a week of the announcement they had become so inundated with new subscribers they had to suspend their online registration. As a small business they were physically unable to keep up with the questions from several different communication channels and the demand from new customers. A very good complaint!

Introducing LetterBOT

Director Mia Hatton decided to implement an FAQ Chatbot to their Facebook page because she wanted to be available to customers 24/7 and deal with growing demand. Within a couple of hours LetterBOT was up and running. The newest member of Letterbox customer service team was now guiding new users through their product range and helping them to choose the right subscription.

Mia said, “LetterBOT took the pressure off us and meant that we could deal with more queries online. It’s meant that we have been able to take our business to the next level and start creating jobs.”

GoSmarter can help you implement your own FAQ Chatbot, sign up now and we will support you along the way and ensure that the tools are adding value to your business.

About Letterbox Lab

Letterbox Lab was created by Dr Bryan Hatton and Mia Hatton in 2016. They really love science and have made ping-pong ball cannons in a fortress in the Czech Republic, planetary landers on a farm in Norway, and balloon rockets in a bamboo school in the Malaysian jungle! Their desire to share that passion for science with the next generation of scientists was their drive to set up their company, Letterbox Lab.

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