How Minimal AI Reduces MyWheels' Ticket Resolution Time by 54%

The Problem

Before implementing Minimal AI, MyWheels managed their customer support operations through Zendesk with a team of 28 support employees. While the team was capable, the growing volume of support tickets presented several challenges:

• Response times varied depending on agent availability
• Maintaining consistency in brand voice across all customer communications was difficult
• Scaling support operations efficiently while maintaining quality was becoming increasingly challenging

The company recognized the need for a solution that could drastically enhance efficiency without compromising their high standards of customer service.

The Solution

Minimal quickly emerged as the ideal partner, offering a highly customisable and secure AI solution that could adapt to MyWheels' specific needs and processes. By leveraging MyWheels' existing knowledge base - including their FAQs, website content, and internal documentation - Minimal creates intelligent response drafts that perfectly align with the company's processes and brand voice.

The Results

Since implementing Minimal AI, MyWheels has achieved a dramatic 54% reduction in handling time of recurring tickets, transforming their customer support operations. This significant efficiency gain comes from Minimal's ability to generate high-quality response drafts by drawing from MyWheels' FAQs, website content, and specialized training materials.

MyWheels has configured Minimal to precisely match their brand voice, ensuring:

• Consistent communication across all customer interactions
• High-quality and empathetic messaging at any moment
• Uniform customer experience regardless of which team member respond
• Significant reduction in time to ticket closed

Wreesmann is optimistic about Minimal's continued development: "The team at Minimal is highly technical and has helped us in every step on the way. It is a great addition to our support team, and we expect Minimal to make an even bigger impact as we connect Minimal to more internal systems."

MyWheels' partnership with Minimal showcases Minimal's ability to lead the way in transforming customer support, not just for B2C E-commerce companies, but also for more complex, operationally heavy technology companies with many advanced internal processes.