Transforming Customer Service with Yuma AI: How MFI Medical Automated Inquiries and Slashed Response Time by 87%

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Transforming Customer Service with Yuma AI: How MFI Medical Automated Inquiries and Slashed Response Time by 87%

Introduction

Founded in 1980, MFI Medical is a family-operated company dedicated to providing quality medical supplies. Under the leadership of Augustus Wiesel (CEO) and Alex Wiesel (CPO), MFI has grown to offer over 45,000 medical products, including anesthesia machines, audiometers, endoscopy devices, medical chairs, and stretchers. The complex nature of medical equipment queries necessitated a scalable solution for maintaining high service standards.

Problem

As MFI's product portfolio expanded, so did the volume of customer inquiries, leading to longer First Response Times (FRT). The increasing queries strained the customer support team, impacting customer satisfaction and potentially revenue. A solution was required to handle the growing demand efficiently and effectively.

Solution

MFI implemented Yuma AI to streamline operations and enhance customer experiences. CEO Augustus Wiesel highlighted Yuma's superiority over other AI tools, enabling accurate handling of inquiries and the discontinuation of multiple solutions in favor of Yuma. By automating frequent queries and optimizing processes, MFI achieved significant improvements in efficiency.

Outcomes

Yuma AI facilitated a 45% automation rate, reducing FRT from over 4 hours to less than 30 minutes. This efficiency saved MFI approximately $30,000 annually and eight days of work per month. Complex workflows were automated seamlessly, enhancing customer satisfaction and boosting Google ratings from 3.5 to 4.4 stars.

Conclusion

The successful integration of Yuma AI by MFI Medical exemplifies innovation and adaptability in customer service. By automating a substantial portion of inquiries, decreasing response times significantly, and improving customer satisfaction, MFI has set a benchmark for efficient and effective customer support in the medical equipment industry. Yuma's support team's expertise and tailored solutions were instrumental in MFI's success.

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