LaserAway Leverages Runbear to Enhance Support with AI-Powered Slack Assistants

LaserAway, a leading provider of aesthetic dermatology services, prides itself on delivering top-tier care to its clients. However, as their business scaled, they encountered significant challenges in maintaining efficient customer support, particularly when it came to addressing medical-related questions from their clients. With a large volume of medical inquiries coming in daily, LaserAway sought a solution that would streamline this process while reducing the workload on their medical teams and support teams.

Challenge

LaserAway's customer support team often found itself acting as an intermediary between customers and the medical staff. They needed to ask numerous questions on behalf of clients, requiring the medical team's input before they could provide answers. This back-and-forth process slowed down response times and caused interruptions to the medical team's workflow. As the customer base grew, so did the strain on both teams, leading to delays in customer support and a drop in overall efficiency.

Solution

To overcome these challenges, LaserAway turned to Runbear's seamless Slack and GPT integration, which proved to be the perfect solution. The integration allowed the customer support team to use GPT-powered assistants to handle frequently asked medical questions directly in Slack, the communication platform where the most conversations were happening. By utilizing custom-built GPTs, LaserAway's support staff could quickly answer common inquiries without waiting for input from the medical teams. This not only saved significant time but also reduced the number of distractions for the medical staff.

Key Features LaserAway Leveraged:

• Slack Integration: The custom GPTs were fully integrated into the Slack channels, allowing the customer support team to seamlessly engage with the AI in the same workspace where customer conversations were taking place. This integration meant no more delays or need for switching platforms.
• Google Drive Integration: LaserAway integrated their extensive knowledge base stored in Google Drive with Runbear, ensuring that the AI assistants had the most up-to-date information to provide accurate responses. The team no longer needed to upload updated PDF files manually, saving time and ensuring data consistency.
• Analytics: To continuously improve the performance of their AI assistants, LaserAway collected user feedback via Runbear's built-in analytics. This feedback was used to fine-tune the GPT models, making the AI responses more accurate and helpful over time.

Choosing Runbear

Todd Heckmann, the president of LaserAway, was quick to grasp the potential of GPT technology and its applications within their existing workflows. Recognizing the importance of leveraging cutting-edge technology in familiar environments, he chose Runbear for its simplicity and powerful features. After researching several options, he found that Runbear offered the most straightforward and robust solution, allowing the customer support team to easily integrate AI into their daily operations without the need for extensive training or technical expertise.

Conclusion

By implementing Runbear's custom GPTs within their Slack channels, LaserAway was able to lead the industry by significantly reducing the time required to respond to customer inquiries. The faster response times led to higher customer satisfaction, while the customer support team enjoyed the ability to handle more cases efficiently. Moreover, the medical teams were able to focus on their critical tasks without constant interruptions, improving overall productivity across the board.

Encouraged by the success of their initial implementation, LaserAway is now exploring additional use cases for Runbear's AI assistants. They are experimenting with using GPTs to analyze Net Promoter Scores (NPS), fetch data from BigQuery using natural language queries, and more. By continuing to innovate with Runbear, LaserAway aims to further enhance their operations and deliver an even better customer experience.