Fixderma Cut Chat Volume by 20 to 30% in Two Months With Manifest AI

Support queues have a way of growing faster than the team that handles them. Chirag from Fixderma knows the feeling well.

The problem: calls and chats kept climbing

Fixderma's D2C website was sending more and more people to customer support. Calls went up every day. Chats went up every day. The obvious fix was to hire more agents, and that comes with its own cost: recruiting, training, and finding the physical space to seat everyone.

The call flow was increasing by the day, the chat flow was increasing by the day.

Chirag saw a different option. With AI now able to handle a good share of customer questions, the chat team didn't have to absorb all of it.

What Manifest AI changed

Manifest AI sits in front of the chat team and filters incoming questions. Anything the AI can answer gets answered. Only the conversations that actually need a human are passed on to an agent.

The effect showed up fast. Chirag says chat flow to the team dropped by 20 to 30% within one to two months of going live. For a team that was bracing to grow its headcount, that is a very different year.

The chat flow was reduced by 20 to 30% within a span of one to two months.

Getting started was the easy part

Implementation is where plenty of projects stall, so we asked Chirag how it went. His answer was short: very smooth.

The overall implementation was very smooth.

The Manifest team was helpful through onboarding, Fixderma's tech team had no trouble with the integration, and the system went live quickly with no hiccups. Chirag said he doesn't have any concerns to point to, and that it was never an area he even had to think about. When everything just works, he said, you don't spend time worrying about it.

We'll take that as the compliment it is. Thanks to Chirag and the Fixderma team for the kind words, and for trusting us with a front-row seat to their growth.