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Tag: Locobuzz

  • Locobuzz turns 10 with a buzz, unveils AI-powered CMOverse.ai

    Locobuzz turns 10 with a buzz, unveils AI-powered CMOverse.ai

    MUMBAI: Mumbai’s marketing scene just got an AI-powered jolt as Locobuzz celebrated its 10th anniversary in style. The milestone event, held at the Chhatrapati Shivaji Maharaj Vastu Sangrahalaya, wasn’t just a birthday bash, it was the launchpad for CMOverse.ai, an AI-driven tool set to revolutionise real-time insights for brands.

    Gathering over 150 CMOs and marketing leaders, Locobuzz also unveiled an exclusive coffee table book, chronicling its decade-long journey and vision for the future of digital customer interactions.

    Designed to give brands a competitive edge, CMOverse.ai taps into social and digital data, transforming real-time chatter into actionable insights. With capabilities spanning brand performance tracking, sentiment analysis, competitor intelligence, and emerging trend detection, the tool significantly reduces the time taken for traditional market research from weeks to just hours.

    As demand for real-time customer intelligence surges globally, Locobuzz is setting its sights on expanding across Southeast Asia, the middle east, and the U.S., targeting enterprise clients looking to harness AI-powered marketing intelligence.

    Locobuzz has been on a stellar growth trajectory, registering a 50 per cent year-on-year increase over the past five years. Recognised by Microsoft and AWS for its AI-first innovations, the company is now on track to hit a Rs 100 crore revenue milestone within the next 18 months.

    “Our glorious journey of 10 years is not a simple one. We started with the vision of redefining customer engagement, and now, we have established ourselves as one of the trusted partners to some of the biggest brands in the world. The journey is forward now, and with it, we remain committed to smashing new barriers with AI and technology to realize much greater customer experiences,” said Locobuzz COO Shubhi Agarwal.

    Currently partnering with 350 plus marquee brands across sectors including telecom, aviation, FMCG, banking, and retail, Locobuzz aims to become the go-to AI-powered bridge between brands and their customers.

    With CMOverse.ai leading the charge, the next decade for Locobuzz looks set to be even more transformative where AI-driven marketing isn’t just the future, but the now.

  • Fibe reduces customer service turnaround time by 99 per cent

    Fibe reduces customer service turnaround time by 99 per cent

    Mumbai: Fibe (formerly EarlySalary) Fintech, has significantly enhanced customer experience and has reduced the response time by 99 per cent. Through its association with Locobuzz, a CX management platform, Fibe has improved the efficiency and effectiveness of its customer interactions, thereby boosting brand loyalty.

    With over 5 lakh active customers, Fibe handles over 10,000 monthly conversations. With an aim to efficiently manage the influx of customer interactions, Fibe sought the services of Locobuzz’ unified CX platform. The primary objective of the association was to proactively engage with inquiries, requests, and feedback across various digital channels, while effectively tracking untagged mentions, managing multi-channel conversations, and gaining competitive insights.

    The platform empowered Fibe with a comprehensive suite of tools including:

    ●   Social listening: Enabled tracking of 100 per cent mentions, including untagged and viral content, ensuring no query went unnoticed.

    ●   Sentiment analysis: Enhanced understanding of customer emotions, allowing for prompt and effective response.

    ●   Competitor tracking: Provided valuable insights into competitor strategies and campaign effectiveness, allowing Fibe to refine its own approach and stay ahead of the curve.

    ●   SSRE (social service response engine): Automated social media response management, ensuring swift and consistent customer service.

    ●   DIY dashboards: Empowered data-driven decisions with customised reports and key metric monitoring.

    Fibe leveraged Locobuzz’s solutions to significantly improve its response time across various digital touchpoints. The robust tools contributed to Fibe successfully reducing its customer service turnaround time from 96 hours to an impressive 45 minutes.  The SSRE further heightened the efficiency, ensuring SLA (service level agreement) closure within just 1 hour and 9 minutes. These improvements, coupled with effective social media engagement, significantly elevated Fibe’s Social Reputation Score, thereby strengthening the brand advocacy.

    Fibe founding member and head of marketing Sudesh Shetty, said, “Fibe has always remained committed to provide a superior and seamless experience to its customers. The Locobuzz platform has further propelled our customer-first approach and enabled us to authentically engage with our audience, gain a competitive edge, and make data-driven decisions. We will continue to enhance our monitoring tools and response time to take our brand to newer heights.”

    Locobuzz co-founder & COO Shubhi Agarwal,  explained, “Fintech service providers are at a pivotal juncture, where the surge in internet services aligns seamlessly with the escalating need for digital customer support.” “It’s a privilege for us to partner with Fibe in crafting unparalleled customer experiences across digital channels. By leveraging the power of automation and AI within the Locobuzz unified platform, Fibe can adeptly handle extensive customer inquiries and reviews, paving the way for long-term service enhancements based on deep insights.”

    Fibe’s partnership with Locobuzz has been instrumental in their success on social media. Locobuzz has provided them with the tools and insights to engage with their audience effectively, analyse competitor activity, and make data-driven decisions for their social media strategy and marketing campaigns. Fibe is solidifying its position as a leader in the FinTech space by forging lasting connections with its young, tech-savvy customer base.

    Through its association with Locobuzz, a CX management platform, Fibe has improved the efficiency and effectiveness of its customer interactions, thereby boosting brand loyalty.

  • Locobuzz unveils advanced product enhancements to CX Suite

    Locobuzz unveils advanced product enhancements to CX Suite

    Mumbai:  Locobuzz, India’s digital customer experience platform, announces its new AI-powered product innovations across its suite of solutions that allow customers to streamline operations, elevate agent performance, and deliver exceptional customer experiences.

    This upgrade includes cutting-edge AI capabilities such as actionability detection, AI-based categorisation, ticket summarisation and automated response generation, all of which are intended to provide brands with a 60 per cent increase in the productivity of their service teams.

    With this latest release, Locobuzz has solidified its leadership in AI innovation. Bringing cutting-edge features to analyse conversations with precision, optimise ticket routing and categorisation, save time with automated responses, and gain actionable insights to make data-driven decisions without manual intervention.

    Locobuzz co-founder & CTO Nitin Agarwal said, “Our aim is to empower CX leaders with the tools and insights they need to unlock exceptional customer experiences and drive business growth. Each enhancement is meticulously designed to simplify their lives, providing richer analytics, faster time to value, and a unified platform to help teams to gain the time and resource savings they need to make a difference.”

    The new enhancements provide more value to Locobuzz customers. The key features and benefits of these enhancements include: –

    Smart Ticket Creation –

    Not all conversations on social media need to become customer support tickets. The AI-led smart ticket creation cuts through the noise, automatically identifying the key issues and opportunities that really matter in the consistent stream of questions, complaints and requests from the pool of social media conversations to support tickets. It dramatically reduces agent workload by filtering out non-essential interactions, allowing them to focus on genuine customer concerns.

    The effectiveness of this feature is evident in the experience of a leading consumer electronics brand, which saw a remarkable 63 per cent improvement in FLR (First Level Response) and a staggering 94 per cent reduction in direct close tickets within the first week of usage.

    AI Conversation Tags –

    This powerful feature harnesses artificial intelligence to automatically identify different types of conversations and categorises them into customer intent tags, such as requests, appreciation, complaints, etc. It provides a clear context for each message and empowers agents to swiftly understand the issue and respond effectively. These tags can also be utilised to route specific types of conversations to specialised teams and agents. Such streamlined workflows not only simplify the handling of social media interactions but also enable better customer responses to each message.

    Ticket Summarisation-

    Ticket Summarisation feature provides a swift and efficient way for agents to get up to speed with customer interactions. With the ability to instantly create concise summaries, this tool emphasises the critical points of conversations, offering agents a quick reference to customer history and current concerns. Designed to expedite the resolution process, Ticket Summarisation significantly cuts down on agent handling time, boosting customer service productivity by up to 40 per cent while ensuring all agents stay updated and make informed decisions.

    ResponseGenie –

    ResponseGenie, a game-changing addition to the CX suite that equips support agents with AI-powered response suggestions. Leveraging ChatGPT’s advanced capabilities and a robust brand knowledge base, ResponseGenie delivers precise, real-time replies to social media inquiries, enhancing response quality and agent efficiency. This leads to marked improvements, a notable 45 per cent reduction in average handling times and customer satisfaction within weeks.