gap personnel
A UK staffing agency built a chatbot that handled 4,211 customer queries automatically.
Who they are
gap personnel is a UK staffing and recruitment agency. The business runs a National Recruitment Centre and a round-the-clock gap 24/7 team that handles candidate and client queries outside of normal office hours, supporting a recruitment operation that does not stop when the office lights go off.
What they were dealing with
Inbound queries on the website were arriving faster than the team could answer them by hand. With a National Recruitment Centre and a 24/7 service to staff, the team needed a way to deflect repeat questions and keep response times tight without growing the headcount in step.
In August last year we added a tawk.to agent bot to our website so we can answer customer queries quickly and efficiently. Since launching, our National Recruitment Centre and gap 24/7 team have answered a staggering 4,211 customers!
How tawk.to helped
In August, gap personnel deployed a tawk.to agent bot on the website to answer customer queries automatically. The bot handles common questions on its own and routes the rest to the National Recruitment Centre and gap 24/7 team.
What changed
Since launching, the agent bot, the National Recruitment Centre and the gap 24/7 team have answered 4,211 customer queries between them. The team has been public about treating it as an innovation milestone for how they support candidates and clients.
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