Pyle USA
A 60-year-old audio manufacturer swapped chatbots for real human agents and stopped frustrating its online buyers.
Who they are
Pyle USA has been making audio equipment since the 1960s, when the company was building woofers for car audio. The catalog now stretches from home and pro audio gear to marine systems and electric wine cellars. Over the past two decades the business has shifted heavily toward direct online sales, with Executive Director Abe Brach overseeing the transition.
What they were dealing with
Pyle had tried automated chat services on the site, but customers kept hitting bots when they wanted to talk to a person. Visitors could not tell whether anyone was actually on the other end, and the result was a steady stream of "are you there? are you there?" messages and dropped conversations.
I'm amazed at how the technology works and how they're putting together the needs of the customers and the needs of vendors.
How tawk.to helped
Pyle moved to tawk.to and brought in Hired Agents at $1/hr so that the chat widget always connected to a real person. Agents handle two conversations at a time, and the user dashboard gives the team a view of where each customer has been and what they are stuck on.
What changed
Customers now reach a human when they message the site. The team can see customer journeys instead of guessing at them, and the cost structure of bringing in human coverage at $1/hr made the model viable for a catalog this broad.
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