Bot Handled Messages
SNCF is France’s national state-owned railway company. Founded in 1938, it operates the country’s national rail traffic along with Monaco, including the TGV, France’s high-speed rail network. The railway network consists of about 32,000 km (20,000 mi) of route, of which 1,800 km (1,100 mi) are high-speed lines and 14,500 km (9,000 mi) electrified. About 14,000 trains are operated daily.
➡️ Help App users with: digital rail cards, create travel alerts, look up itineraries, next train info.
➡️ Reduce No. of support tickets
➡️ Be available 24/7 for app users.
How SNCF cuts its number of customer support tickets
A recent report demonstrates that 38% of total responses were for ‘Providing passenger information’ when rail companies were asked about the biggest challenges they’re facing in 2018. With the increasing use of mobile apps, websites & social media platforms by rail passengers, companies are expected to be available anytime on these channels.
SCNF picked up on the trend & decided to take action. The company carries 14 million passengers on a daily basis in France & around the world, covering about 120 countries. Which creates a potential of thousands of passengers reaching out to the customer support teams via phone, email & live messaging services.
Ever since the company launched their main mobile app on the App Store & Google Play Store, they’ve seen a storm of users relying on the app for train info, bookings, tickets, passes & all sorts of jazz related to their travel.
No. of Support Tickets 📝
With that many passengers trusting the brand for their daily commute, the customer support reps were facing a mountain of Support Tickets coming in. SCNF started exploring ways they could optimise the load for the Customer Support teams.
The Support teams were using Zendesk to handle tickets & respond to inquiries. Hence, naturally SCNF was looking for a partner that could integrate seamlessly with Zendesk, causing the least amount of friction for the change.
mindsay built a bot that sits within the SNCF app, and has reduced the no. of support tickets received by half within a few months of launch. The bot answers questions on ‘How to use the app, creates train alerts, helps with an itinerary search & tells you about the next departures. You can speak to the SNCF bot using your voice in a natural way or text chat with it.
Lost users in the App 🔍
SNCF noticed a large no. of support tickets were questions on how to navigate & find useful features inside the app. Users felt lost within the app, causing churn & uninstalls. There was no as such ‘Guide’ that would allow users to navigate the app easily.
The bot allows users to ask questions on the functionality, reducing the number LOST wanderers. This naturally decreased the number of users reaching out to the support teams & decreased the number of users uninstalling the app because of an unpleasant lost experience.
Out of Business Hours ⏰
Trains & passengers don’t stop at 7 pm. However, appointing more staff in customer support teams meant substantial amount of resources. And when passengers send a message on the app, they want instant answers! Dissatisfied passengers left the app when they saw no instant response. SNCF wanted to tackle this!
The bot didn’t need rest, therefore being available 24/7, answering questions app users had. This eventually showed an increase in customer satisfaction, allowing SNCF to be there for their users in the absence of their support teams during out of office hours.
Chatbot – SNCF App 🚅
Within months of launch, the SNCF bot was able to help app users with:
📱Digitalising their Rail Card
🗺️ Find itineraries
⚠️ Create Travel alerts
ℹ️ Give train info
🙋♀️ Answer FAQs