Dropbox is a leading provider of cloud-based file storage and collaboration solutions.
Discover how Dropbox, a leading cloud-based file storage and collaboration solutions provider, partnered with Dashbot to revolutionize their digital customer service. By leveraging Dashbot's Conversational Data Platform, Dropbox gained actionable insights from their conversational data, enabling them to automate service requests, optimize their bot's performance, and improve the overall customer experience. Explore how Dropbox harnessed the power of dark data to accelerate growth in digital service innovation while reducing costs and enhancing customer satisfaction.
"Dashbot is key for us to both report outcomes to the business and prioritize where to dedicate resources to enhancing our customer journey."
— Maureen O’Sullivan, Program Manager at Dropbox
Dropbox faced multiple challenges in its customer service operations, including:
Dashbot's data-driven development strategy enabled Dropbox to unlock the power of its conversational dark data and transform its customer service operations. With Dashbot's omnichannel data platform, Dropbox connected its bot's conversational data and gained instant access to actionable insights. Dashbot's advanced machine learning automatically processed raw chat transcripts, identifying top customer support requests and revealing commonly asked questions. By visualizing customer journey flows and leveraging the data-driven approach, Dropbox redesigned its bot and self-service experience to deliver proactive digital service.
The collaboration between Dropbox and Dashbot yielded impressive results: