Discover how Direct Relief reduced the response time from several days to under a minute to serve people with the resources and aid faster than ever before.
Nonprofit responds immediately to emergency requests and answers 10K+ messages using a Messenger chatbot
Success story
response time
< 1 min
messages answered automatically
10K+
people get help faster
after launching Chatfuel chatbot
team gets more time to serve those in need
сhatbot engages benefactors
When a natural disaster strikes, it becomes urgent to provide immediate assistance to those in need. Nonprofits like Direct Relief are essential, providing necessities such as food and water or critical healthcare services after an earthquake or hurricane.
However, in the past, Direct Relief's small team was overwhelmed by the volume of messages it received, making timely responses challenging.
However, in the past, Direct Relief's small team was overwhelmed by the volume of messages it received, making timely responses challenging.
Changing the world one chatbot at a time
COMPANY
Direct Relief is an international nonprofit founded by William Zimdin in 1945. It sends relief parcels with food, clothes, and medicine to people recovering from wars and disasters. Direct Relief operates in 80+ countries and 50 US states, providing direct and targeted assistance to expand access to medicine and healthcare.
INDUSTRY
Nonprofit
Challenge: fast response times are critical to people in need
During the 2017 hurricane season, the team received hundreds of messages on Facebook Messenger from people worldwide. Some were looking for ways to support those in impacted communities, while others needed urgent information on how to receive medical assistance.
Initially, the only solution the team could think of to handle such a large volume of messages was to hire more people, either temporary staff or trained volunteers. Eventually, they discovered the effectiveness of chatbots.
Initially, the only solution the team could think of to handle such a large volume of messages was to hire more people, either temporary staff or trained volunteers. Eventually, they discovered the effectiveness of chatbots.
Goal: improve the response times
Direct Relief's Facebook Messenger chatbot has enabled them to respond to requests for help much faster. Previously, their response time was several days, but now it takes less than a minute. That way, people can receive the needed resources and aid as quickly as possible.
The chatbot has already responded to over 10,000 user messages. Additionally, it helps Direct Relief with its nonprofit marketing, facilitating fundraising by engaging donors and directing them to the right place.
The chatbot also saves the Direct Relief team dozens of hours each week, which can be redirected to their mission of serving those in need.
The chatbot has already responded to over 10,000 user messages. Additionally, it helps Direct Relief with its nonprofit marketing, facilitating fundraising by engaging donors and directing them to the right place.
The chatbot also saves the Direct Relief team dozens of hours each week, which can be redirected to their mission of serving those in need.
Results: fast responses to 10K+ messages, improved marketing, fundraising, and engagement
FEATURES USED
Automation templates
Direct Relief explored them to explore Chatfuel and its possibilities before building a Facebook chatbot. Templates are a great way to familiarize yourself with automation before diving into the chatbot-building process.
Artificial intelligence (AI)
If a user sends the bot a custom text message instead of choosing a button or quick reply, built-in AI allows it to still respond accurately using a pre-set tone of voice and company info.
JSON API
Direct Relief used it to integrate Dialogflow into their AI chatbot. As Tony explains, it helped to expand the bot’s contextual understanding and responsiveness.
Live chat
Users who engage with Direct Relief's Facebook chatbot can choose to pause the bot's responses and connect with a live agent instead. This feature is beneficial if the automation cannot answer a user's question or if they would prefer to speak with a human agent.
'We signed up and saw how easy it was to create a working chatbot that was smart enough to people's needs and guide them to the resources they requested.'
— Tony Morain, VP of Communications at Direct Relief
Direct Relief used Chatfuel to create a Facebook Messenger chatbot that is intelligent enough to understand people's needs and guide them toward the needed resources.
Automation cut the response time from several days to less than a minute, making it easier for people to receive help as quickly as possible. Direct Relief is committed to serving people with empathy and care, and this chatbot is a testament to that.
Automation cut the response time from several days to less than a minute, making it easier for people to receive help as quickly as possible. Direct Relief is committed to serving people with empathy and care, and this chatbot is a testament to that.
Automation helps people at scale
On-time responses and guides
Direct Relief's chatbot has helped the team save dozens of hours each week. This time can now be used for their mission of serving those in need.
The Direct Relief's chatbot provides people with crucial and often life-saving information immediately. As a result, it empowers the organization to achieve its mission more effectively.
The Direct Relief's chatbot provides people with crucial and often life-saving information immediately. As a result, it empowers the organization to achieve its mission more effectively.
Saved time & resources to reinvest in the mission
To ensure that the chatbot is meeting its goal, staff members regularly review it.
Additionally, people have the option of a live chat if they prefer.
Direct Relief doesn't spend much on advertising, so it is essential to maintain relationships with supporters.
And the chatbot plays a critical role in achieving this.
Additionally, people have the option of a live chat if they prefer.
Direct Relief doesn't spend much on advertising, so it is essential to maintain relationships with supporters.
And the chatbot plays a critical role in achieving this.
Keeping a human touch available
Empower your non-profit organization with faster response times, increased donations, and volunteers.
With Chatfuel, you can enjoy the benefits of automated interactions on social platforms such as Facebook, Instagram, WhatsApp, and your website.
We believe in making AI accessible to everyone. So our AI agents powered by ChatGPT are tailor-made to help you achieve your goals and inspire you to reach new heights.
Sign up for a free account today and experience the difference.
With Chatfuel, you can enjoy the benefits of automated interactions on social platforms such as Facebook, Instagram, WhatsApp, and your website.
We believe in making AI accessible to everyone. So our AI agents powered by ChatGPT are tailor-made to help you achieve your goals and inspire you to reach new heights.
Sign up for a free account today and experience the difference.
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