Proceedings of the 6th International Conference on Vocational Education Applied Science and Technology (ICVEAST 2023)

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Utilization of Freshdesk Chatbot Technology to Maintain Customer Experience of YellowFit Kitchen

Authors
Nailul Mona1, *, Dara Pocut Zahrah1
1Universitas Indonesia, Depok, Indonesia
*Corresponding author. Email: nailulmona@ui.ac.id
Corresponding Author
Nailul Mona
Available Online 31 October 2023.
DOI
10.2991/978-2-38476-132-6_85How to use a DOI?
Keywords
Chatbot; Customer relationship; Customer experience; Artificial Intelligence
Abstract

Yellowfit Kitchen is a catering service company which specialized for diet menu. Previously YellowFit, via their city-based agent, using manual chat message to communicate with their potential customer. But customer found it difficult to contact their corresponding sales agent. Therefore, YellowFit utilize Freshdesk chatbot to solve this problem, and also to maintain customer experience and increase the sales. Chatbot is an artificial intelligence that can mimic human conversation and act as interactive agent. Freshdesk chatbot can compile numerous real agent, called sales agent, in only one contact number, to simplify the communication flow. Customer can start to subscribe a diet catering service and even submit complain through the number. Advertising message can be spreaded easily using Freshdesk chatbot, and the system enable YellowFit to evaluate performance of each sales agent as well. This study will observe dan describe the utilization of chatbot to maintain Yellowfit customer experience. Result shows that YellowFit sales increase significantly after using Freshdesk for their distinctive product: Weight Loss Protein+ for Men. Customer satisfaction are increasing as well, indicated with satisfied feedback. In turns, the satisfaction may lead to retention or product repurchase.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 6th International Conference on Vocational Education Applied Science and Technology (ICVEAST 2023)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
31 October 2023
ISBN
10.2991/978-2-38476-132-6_85
ISSN
2352-5398
DOI
10.2991/978-2-38476-132-6_85How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Nailul Mona
AU  - Dara Pocut Zahrah
PY  - 2023
DA  - 2023/10/31
TI  - Utilization of Freshdesk Chatbot Technology to Maintain Customer Experience of YellowFit Kitchen
BT  - Proceedings of the 6th International Conference on Vocational Education Applied Science and Technology (ICVEAST 2023)
PB  - Atlantis Press
SP  - 1007
EP  - 1014
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-132-6_85
DO  - 10.2991/978-2-38476-132-6_85
ID  - Mona2023
ER  -