TL;DR
Trang runs a proxy buying service. She helps people in Vietnam buy things from Japan. Her business was growing, but so was the pile of customer messages she had to answer everyday. She tried hiring help. It didn’t work. Then she found Kotae.ai, and got her time back.
Trang’s job wasn't supposed to be answering messages all day
Trang built something useful. Customers in Vietnam want things from Japan - but they can't buy directly. Trang steps in. She helps them pick what they want, places the order, and handles the rest.
Simple idea. Real demand. People loved it.
And that's when the problem started.
“I was spending a lot of time answering the same questions from customers over and over again.”
She tried hiring people to help. It made things worse.
The easy fix: bring in more staff to handle messages.
It didn't go well. New staff kept forgetting instructions. Answers weren't consistent. Customers got confused. And hiring people costs money; money Trang wasn't sure she'd get back.
More people didn't solve the problem. It just spread it around.
She tested other tools. None of them fit.
Trang did her homework, searched Google, checked review sites, and tried two popular tools.
The lesson? Tools that only match exact keywords break the moment real customers type like real people - messy, fast, and full of typos.
Two things almost made her say no to Kotae
Trang cares a lot about how her customers feel. So before she signed up, she asked two smart questions.
What if a customer sends three messages at once?
She didn't want the bot firing back a reply for each one. That feels weird and robotic. She wanted it to feel natural like talking to a real person.
What if she needs to step in herself?
Some conversations are tricky and need a human touch. She wanted to take over a single chat without shutting the bot down for everyone else.
These weren't small worries. They were things she dealt with every day. Asking about them before buying shows how much she cares about doing it right.
The win she didn't expect
“The biggest win for me, besides saving time, is being able to focus more on improving the overall customer experience and growing the business”
That's the real shift. Not just fewer messages to answer but what she does with the time she got back.
Now she thinks about how to make the whole experience better. She works on new ideas. She handles the hard, complex cases that actually need her.
The boring, repetitive stuff? Taken care of. The good stuff? That's all hers now.
The Result: Growing Without the Stress
Trang’s story isn’t just about using a chatbot. It’s about making her business work without burning out. Her service was a hit. But as she got more popular, she ran out of time to answer everyone.
By switching to a smart system, she broke the cycle of answering the same questions over and over. Now, when messages pile up, her business doesn't slow down. When she takes a break, her customers still get help.
Trang stopped doing the "repetitive stuff" and started focusing on big ideas. She didn't just save time, she saved her business. And you can, too!
Ready to get your time back? Start your journey with Kotae.ai today!
