Discover how Active Aligners used Spur’s AI and Live Chat features to streamline customer support, automate responses, and even drive sales, all without increasing their support team size.
At Spur, we're all about empowering businesses to connect, engage, and convert their audience seamlessly. We've seen brands achieve explosive growth with our tools, whether it's generating massive ROI like Eves & Gray or scaling social media presence like Dt. Abhishek. Today, we're excited to share the story of Active Aligners, a brand that's making beautiful smiles accessible and discovered how Spur's cutting-edge AI and Live Chat features can make customer support and sales just as simple!
Active Aligners is a brand dedicated to providing affordable, quality orthodontics through clear aligners, focusing on the philosophy "For Dentists by Dentists". They specialize in clear aligners designed for aligning teeth in a predictable, smooth, and comfortable manner, prescribed by dental professionals. Their system involves wearing a series of aligners for 22 hours a day for 1 to 2 weeks per stage to achieve optimal alignment.
Even with a mission as clear as their aligners, Active Aligners faced a common hurdle: managing customer inquiries efficiently. They had a fantastic product, but their support structure relied on just one person to handle all customer support requests. This single individual was responsible for replying to everyone, which, as you can imagine, could get quite overwhelming. They needed a way to scale their support without exponentially increasing their team, ensuring no query went unanswered and freeing up their support champion for more complex tasks.
Active Aligners turned to Spur, and we knew exactly how to help them tackle their support challenge head-on. The solution was simple, yet powerful: deploying a Spur AI agent and integrating Live Chat on their website.
Our AI feature allows you to create intelligent agents that can handle a multitude of tasks around the clock. And that’s what Active Aligners set up!
- Knowledge is Power: They fed the AI agent knowledge by training it on their website data. Spur AI can crawl a website URL to scan the site and learn about products, policies, FAQs, and more. This process usually takes just a few minutes and runs in the background. Beyond the website, Active Aligners also added knowledge through Q&A pairs (for common queries like pricing) and by uploading files (like internal guides or detailed product specs). You can even paste information directly using the text option. The more relevant data you provide, the smarter your agent becomes.
- Putting Knowledge into Action: Spur's AI agents aren't just knowledgeable; they can do things! Active Aligners leveraged actions like opening a ticket in the shared inbox, allowing the AI to hand the conversation over to a human agent if needed. Beyond this, the agent can also collect leads, enabling the AI to ask anonymous website visitors for their name and phone number right at the start of a chat, capturing valuable lead information. There’s even the ability to create your own AI action through the help of webhooks, virtually making it so that the sky is the limit with what you can do!
- Deploy Anywhere: The beauty of Spur's AI agent is its versatility in deployment. Active Aligners connected their agent to both WhatsApp and their website's Live Chat. This means customers can interact with the AI on the platform most convenient for them. And while it wasn’t relevant to them, the agent can be deployed on multiple websites, WhatsApp accounts, and even Instagram and Facebook!
Why should a customer leave your website just to ask a question? With Spur's Live Chat, they don't have to! This feature allows people to talk directly from your website by clicking a chat icon. Active Aligners added this to their site, providing an icon on the bottom right that visitors can click to talk with the AI agent.
- Seamless Integration: Adding the Live Chat widget is straightforward. You create a channel in Spur's settings, give it a name and website URL, and then embed it on your website by just copy-pasting the script!
- Full Customization: Active Aligners named it’s agent “Active Aligners UK Support”, and could further configure the widget to match their brand, setting the color, uploading a logo image, and customizing the message placeholder and welcome message. They could even add quick questions (like "Tell me about your best sellers") that users can simply tap on. Social links for WhatsApp and Instagram can also be enabled directly in the widget.
By deploying the Spur AI agent on both WhatsApp and their website Live Chat, Active Aligners saw immediate and significant improvements.
- Support Burden Reduced: The AI agent is now handling the bulk of queries that are repetitive or about products, meaning the single support person does not have to deal with them as much. This has significantly reduced the burden on their support team.
- Automated Responses: Questions about products, pricing, and general information are now handled automatically by the AI.
- AI as a Sales Agent: Because the bot is well-versed in the products and services offered by Active Aligners, it doesn't just provide support – it also acts as a sales agent. It can pitch products and services to website visitors, effectively serving as a funnel to gain customers.
Active Aligners successfully transformed their customer interaction strategy. By leveraging Spur's AI to handle routine inquiries and act as a sales assistant, and by integrating Live Chat for instant on-site communication, they dramatically improved efficiency and freed up their human support resource.
Active Aligners' story is a powerful testament to how Spur's AI and Live Chat features can simplify complex operations. By taking on the repetitive queries and even stepping into a sales role, their AI agent significantly reduced the strain on their human team, allowing them to focus on more impactful work.
If you're facing similar challenges with scaling your support or engaging website visitors, Spur has the tools to help. Our AI agents, trainable on your specific business data, and our customizable Live Chat widget can transform your customer interactions and drive growth, just like they did for Active Aligners.
Ready to empower your support team and capture leads around the clock?