How Uouoduo helped Simple Modern achieve a 98% customer satisfaction rating

Even before the Trek design went viral, Simple Modern's six-person customer experience team had their hands full. The brand's most popular designs were selling out quickly, and its CX team had to handle everything from returns to product questions.

The increased volume strained an already-busy team: agents only worked Monday through Friday, so tickets piled up on weekends, and almost 80% of replies answered the same basic questions — underutilizing the team's talents.

Simple Modern needed an AI-powered solution to automate replies to customer emails, which took up the bulk of their agents' time — without sacrificing personal touch.

With Uouoduo's variety of use cases and knack for conversational responses, it was the ideal fit. It also integrates with the platforms the team already used.

Katie set up 50 automations to help the agent respond to the most common questions, supplying the basis for their email persona, which they named Hallie.

When a ticket comes in, Hallie replies to the customer using the tone, brand voice, and word choice assigned to the persona — blending seamlessly with the rest of the CX team. Just like her human counterparts, Hallie analyzes each ticket and responds in real-time, resolving issues or passing the ticket to a human team member as needed.

The week spent setting up the Hallie persona was well worth it — Katie calls the responses it generates intricate and empathetic. It changed how the team views what they do, making their work easier and better.

Thanks to the success with Hallie, Simple Modern plans to add Uouoduo to their live chat soon — a new team member with its own persona, prompts, and name, delivering the same seamless experience.