How ADA Support Automates 80% of Live Chat Inquiries?

Summary

The implementation of OnSched API to the ADA live chat product has significantly increased customer engagement across all of their clients. This has proven to be effective in generating revenue as customers are much more inclined to book services directly through a chatbot, as opposed to seeking out other means of communication with a business representative. Clients are now presented with a convenient scheduling feature that is not found in many live chat services, making it a much more attractive product than those provided by ADA competitors.

The success of this implementation is easily monitored by the ADA team through the generation of close rate reports, which OnSched provides. With ADA’s combination of 24/7 live chat support and booking capabilities, their clients are now able to offer their services at all hours, where many companies previously relied on booking times, which were restricted to specific business hours. Through the unmatched customer support at OnSched, the developers at ADA have been able to successfully implement this API in accordance with their specific needs, and manage all of their diverse accounts with a single API and super admin account.

Integration

ADA is a highly regarded live-chatbot provider, which has made a significant impact on the revenue, productivity and reputation of renowned businesses all over the world. Some of their most noteworthy clients include AirAsia, Telus, and Upwork. By seamlessly integrating their live chat technology into the client’s website and tailoring it to the business’s unique needs, customers are able to interact with a customer service bot 24/7, and are therefore encouraged to book the website’s services more frequently. For this reason, the ADA team decided to incorporate a high-performance scheduling software into their program, which would allow customers all over the world to schedule appointments within the ADA live chat box. 

The Challenge

ADA has now incorporated OnSched API into their live chat program in order to support the scheduling needs of their clients in a variety of sectors including travel, banking and freelancing platforms. Before implementing this technology into their product, ADA live chat support was limited to simply responding to brief questions, and redirecting customers to various webpages. Although the company’s chatbot technology was able to generate revenue in many businesses by engaging the customer during a visit to the client’s website, customers were still responsible for finding other means to schedule appointments, which in many cases meant directly contacting the business. This lack of convenient, automated scheduling software within the chat box itself made it possible for serious miscommunication issues and inconsistencies to occur, depending on the business. For example, a customer may have communicated with one of ADA’s advanced chatbots in order to learn more information about an event, a flight route, or another scheduled meeting, only to call a customer service representative and discover that it had already been double booked. With Onsched API, there is no room for human error and customers are able to view the time slots that are available online, in accordance to their time zone.

What was changed

Once the Onsched API was implemented into the ADA live chat product, clients were able to enjoy a convenient, centralized booking method which has in turn, generated millions of dollars across their impressive array of clients. A customer visiting one of the websites that uses ADA’s live chat technology is now able to engage with a highly advanced bot, which will respond to inquiries, and once they are ready, the customer is then able to continue with online engagement through a direct booking process within the chat box. This method is far more convenient and motivating for the customer than contacting the business via email or telephone correspondence. OnSched API also caters to ADA’s worldwide client base with the software’s sensitivity to scheduling across various time zones. With this essential scheduling feature, ADA has become the leader in live chat technology, attracting many new clients as a result.

The process

In order to execute their API in conjunction with ADA, the OnSched team had the unique challenge of configuring their software to fit in with the live chat box format. The OnSched team worked with the developers at ADA to combine their APIs into a flawless system where the user can engage with the ADA bot, and use the OnSched scheduling software to book services or meetings without leaving the chat. Additionally, the ADA team is able to rely on OnSched API to work for a variety of clients and unique scheduling formats. During implementation, OnSched maintained an open line of communication with the ADA team, in order to achieve the design, and user experience, which would suit a wide range of clients using ADA live chat technology. OnSched boasts the only scheduling software, which is committed to 100% white labelling. This allows ADA to provide their clients with on-brand scheduling, email layouts and booking confirmations.

Technology

A challenge that many chatbot providers face when implementing a scheduling element into their software, is their diverse client base, which appears to require multiple APIs to work properly. OnSched differs from any other scheduling software, as the company’s advanced technology allows their clients to create individual accounts with a single API key. From booking flights with AirAsia to scheduling tasks between freelancers and their clients on Upwork, the ADA team is able to manage all of these unique accounts through a convenient super admin account provided by an OnSched Setup API. ADA’s super admin account allows them to easily add new locations, services, and other custom fields to their accounts. Through the OnSched Consumer API, the ADA team is also able to customize the customer end of their accounts, so that it fits with the individual brand appearance and format of the client. Through real-time availability, which is sensitive to the customer’s time zone, ADA clients are able to gather common questions that indicate an interest in booking and provide accurate, available time slots or booking dates. ADA is able to track the success of the implementation of OnSched API through periodic close rate reports, which OnSched generates.

Check out ADA's chatbot here: https://www.ada.cx/