In today’s fast-paced world, customer expectations are higher than ever. Customers demand fast and reliable support through digital channels, and companies must adapt efficiently to meet those expectations. Founded in 2010, Evofone is one of the companies that best understands this need. As the official distributor in Turkey for global brands such as Xiaomi, Tecno, Nothing, Petkit, Gotrax, Midea, Viomi, and more, Evofone has established itself as a trusted name in mobile communication products and services, known for quality, reliability, and innovation.
With over 1,500 employees, five technical service centers in Istanbul, Ankara, Antalya, and Samsun, and more than 20 retail stores, Evofone has made delivering excellent customer experiences its core mission. Offering post-sales support, technical assistance, and repair services, the company faced the need for a more efficient solution as customer demands continued to grow. This is where the Exairon Customer Experience Automation Platform came into play.
The Need for Customer Experience Automation
As Evofone’s customer base expanded, so did the volume of product and technical support requests. The company began struggling to manage high volumes of customer communications across digital channels like WhatsApp and web chat. While the previous system was functional for basic support tasks, it lacked the AI-powered automation capabilities required to meet Evofone’s evolving needs.
Key challenges included:
- High Query Volume: Thousands of daily customer interactions required significant manpower and increased operational costs.
- Limited Automation: The legacy system struggled to automate repetitive queries, putting extra pressure on support staff.
- Lack of Integration: The system lacked integration with other platforms, hindering seamless communication across support channels.
- Real-Time Response Gaps: Evofone needed faster routing and response capabilities for real-time support.
With these challenges in mind, Evofone sought a customer experience automation platform that could optimize interactions, reduce the need for manual intervention, and integrate smoothly with existing systems. Exairon provided the ideal solution with its advanced AI-powered automation features.
Exairon’s Solution: A Tailored Automation Approach for Evofone
Evofone implemented Exairon in just two weeks, activating it across its corporate website and WhatsApp Business channel. The platform seamlessly connected customers, partners, and technical support teams through a unified, intelligent communication hub.
Key Improvements with Exairon:
- Hybrid Human-AI Support Teams: Exairon enabled Evofone to manage over 30 query categories using hybrid teams that combine human expertise with AI automation. Customers receive tailored responses based on their needs.
- Document, Location & Info Sharing: The platform streamlined the sharing of documents, location details, and key information, enhancing the overall experience.
- Integrated Workflow Automation: Automated workflows were integrated with existing systems, enabling faster and smoother customer interactions.
These enhancements allowed Evofone’s support representatives to focus on complex cases, while Exairon’s AI tools automatically handled repetitive queries. Exairon empowered Evofone to manage over 1,000 daily digital interactions with a 38% autonomous resolution rate, significantly reducing the need for human intervention.
Evofone Measurable Outcomes Achieved with Exairon
From day one, Exairon’s benefits became immediately apparent. Evofone transformed its customer experience operations while optimizing its use of internal resources:
- Reduced Operational Costs: With 38% of queries resolved autonomously, Evofone decreased its reliance on human agents, lowering support costs.
- Higher Customer Satisfaction: Fast and accurate responses significantly improved customer satisfaction. Exairon minimized response times and wait periods.
- Increased Efficiency & Productivity: The hybrid support model allowed high query volumes to be managed with consistent quality. Exairon’s integrations streamlined operations.
- Scalability: Exairon’s flexible, scalable platform is designed to grow with Evofone, meeting future business needs.
In a competitive market, Evofone’s commitment to improving customer experience has set it apart. Exairon’s platform not only optimized Evofone’s existing systems but also laid a strong foundation for long-term success with a more efficient and customer-focused approach.
Looking Ahead: Evofone and Exairon’s Expanding Partnership
The journey between Evofone and Exairon is just beginning. Evofone plans to further enhance its customer experience by leveraging Exairon’s advanced capabilities:
- LLM-Powered Operator Assistant: Evofone is preparing to launch a Large Language Model (LLM)-powered assistant to improve agent efficiency. This AI assistant will offer real-time suggestions and information during interactions, reducing response times and increasing first-contact resolution rates.
- Expansion Across Brands & Subsidiaries: Building on the success of Exairon’s implementation, Evofone plans to deploy the platform across its other brands and subsidiaries, ensuring a consistent and reliable customer experience across its entire ecosystem.
Evofone’s forward-thinking approach and commitment to innovation serve as an inspiration to companies looking to enhance customer support. With Exairon, Evofone continues to set new standards in customer service and automation in the technology distribution industry.
Evofone Customer Experience Transformation with Exairon
Evofone’s success story with Exairon demonstrates the transformative power of a well-designed customer experience automation platform. By implementing Exairon, Evofone successfully managed high-volume customer support needs, optimized operations, and positioned itself for sustainable growth.
If your organization is looking to streamline customer engagement, reduce costs, and deliver exceptional support, now is the time to explore what Exairon has to offer.
