W.C. Bradley Co. owns some of the most popular brands in outdoor cooking, including Charbroil, Pit Boss, and Oklahoma Joe’s. Brand loyalty is an area of focus for them, and a big part of that is having effective customer service.

To improve their customer service, they’ve implemented an AI-powered platform within their Customer Care Center. Since it was rolled-out on June 11th, it’s been effective at providing a better customer experience while also providing valuable insights back to the company.

This launch is a major milestone in our ongoing transformation, ensuring top quality service for our customers. We’re using AI to go beyond service efficiency; empowering every department with real-time insights into what our customers need and how we can serve them better.

Tom Penner, Group President, Outdoor Cooking at W.C. Bradley Co.

For the new solution, W.C. Bradley partnered with NiCE, a leader in AI customer care solutions. NiCE has been around since 1986 and has over 8,700 employees across the 30 countries it operates in.

Since the implementation of the Care Center, it has already fielded over 20,000 calls, and reduced handling time by 20 seconds per call. It did while also maintaining top customer satisfaction scores. Customers naturally view the customer service as an extension of the brand, so that’s the most important part.