Xplora was started to safely onboard children to the digital world. Smart watches, rather than smart phones, are a better alternative for young kids. Their limited features mean there's less competition between the real world and aimlessly scrolling online. Smart watches have built-in GPS designed to give parents real-time locations and peace of mind.

Xplora operates globally in 22 markets. Their products are distributed by more than 80 retailers, including 11 global telco companies. Xplora is already an incredible success story; there's no doubt this is just the start.

Like many in the industry, Xplora realized that customer service is going through an overhaul. The future of customer service agents looks different from how it did just five years ago. Already, CS teams are operating more like sales and marketing agents. Customers contact them first, making them the first ambassadors of a brand or product. Companies need to empower their support teams for these new roles if they want any chance of surviving.

Xplora has always been ahead of the game. Part of that is because they've always valued proactive customer support. That comes from really understanding their customer base. Most of their customers are parents, and if there's ever a group of people you don't want to frustrate, it's concerned parents. Exemplary customer support for Xplora is a necessity, and optimizing these channels never stops.

Speaking your language

Customers want to be understood, and the quickest way to do that is to speak the same language. Xplora offers 11 languages at the moment, with many more coming soon. Kindly's AI model understands 109 languages!

Different bots for different markets

Once you've set up one chatbot, it's easy to set up others. This makes optimizing your customer support strategy so quick and affordable.

Exploring new solutions with Kindly

In 2019, Xplora came to Kindly with a clear vision: streamline customer service and adapt quickly to different markets. At Kindly, we took the vision and knew that implementing Xplora’s first chatbot would be the place to start. In 2020, Xplora’s first bot went live, aptly named Xara! Xara was built using Conversational AI to intuitively offer customer support, not just answer yes/no questions.

If you visit Xplora’s website today, Xara is ready and waiting to offer customers far more than just a list of FAQ questions. Within the very first interaction, you can:

• Visit the help center
• Ask Xara a question
• Chat with a human agent
• Browse the smart watches available
• Resolve a technical issue

What’s on the horizon for Xplora and Kindly? Kindly continues to work closely with Xplora. We are committed to improving all of Xplora's e-commerce and customer support products. Kindly and Xplora share the same ideas about giving customers the best service possible. That's one of the many reasons we've been able to collaborate so well together.

Next up? Integrating more of Kindly's products with Xplora's e-commerce platform. We're also working on making Xara even more proactive, especially with high-value customers, and setting up live chat in countries outside the Nordics.