Dream Drive, a dynamic startup offering a game of skill platform where customers can win cars, quickly gained traction after launch. But with popularity came a flood of customer enquiries—turning founders Matthew Chapman and Steve Tyler into hesitant, full-time customer service reps. Partnering with Cue, Dream Drive transformed their customer experience, proving that even startups can deliver big-brand efficiency with the right tools.

Key issues

At first, the founders tackled the influx themselves, determined to maintain a personal touch. However, it quickly became clear that this hands-on approach was unsustainable. Hours that should have been spent refining the platform, securing partnerships, or planning marketing campaigns were instead consumed by repetitive responses to customer enquiries. Dream Drive’s early success was at risk of stalling—not from a lack of interest, but from the sheer weight of its own popularity.

Before Cue stepped in, Dream Drive was bogged down by a trio of customer service headaches:

• Overwhelming enquiry volume: Questions about competition rules, winner announcements, and platform legitimacy poured in via email, Facebook Messenger, and Instagram, consuming hours of the founders’ time daily.

• Delayed responses: Late-night replies were the norm, often too late to keep customers engaged, risking lost interest and sales.

• Resource drain: Matthew and Steve needed to focus on scaling their startup, not answering repetitive questions.

These issues weren’t just annoying—they threatened to stall Dream Drive’s early momentum and erode customer trust in a brand still finding its footing.

Solution

Cue’s AI Agent was the perfect solution. Deployed across Dream Drive’s website and Facebook Messenger, the AI Agent delivered instant, accurate responses 24/7—no coffee breaks required. Built on a robust knowledge base crafted from the founders’ earlier manual efforts, the chatbot tackled everything from competition details to legitimacy concerns with ease. Cue’s intuitive platform made setup a breeze, and with plans to expand to Instagram, Dream Drive is poised for an even broader reach.

Here’s how Cue’s AI Agent addressed Dream Drive’s challenges:

• Instant answers: Customers now receive immediate, around-the-clock responses exactly when they need them—whether it's during business hours or at 3 AM when browsing turns to burning questions about Dream Drive's latest competition.

• Multi-channel support: The AI Agent seamlessly handles enquiries across both the Dream Drive website and Facebook Messenger, creating a consistent experience regardless of how customers choose to reach out. With WhatsApp and Instagram integrations on the horizon, Dream Drive is preparing to meet customers wherever they prefer to communicate.

• Scalable efficiency: As Dream Drive's audience grew from hundreds to thousands, the AI Agent effortlessly scaled to handle increasing enquiry volumes without requiring additional staff or resources—maintaining quick response times even during promotional surges and viral campaigns.
  
  

Results

The impact of Cue’s AI solution was nothing short of transformative. The system achieved a 96% query resolution rate, meaning nearly every customer question was answered fully without human intervention. For Matthew and Steve, this slashed their customer service workload from hours a day to mere minutes, freeing them to focus on scaling Dream Drive’s vision. Customer service queries, once a daily flood of 50 or more, dwindled to a trickle as the AI took the wheel.

The numbers told an even more compelling story. The ‘added to cart’ conversion rate—a key indicator of customer intent—doubled from 20% to 40%, a clear sign that fast, reliable answers were driving sales. Customers who once hesitated, unsure about rules or legitimacy, now moved confidently through the funnel, buoyed by instant reassurance. Brand trust solidified as response times shrank and satisfaction soared, laying a foundation for long-term loyalty.

With the operational burden lifted, Dream Drive turned its attention to growth—exploring new ideas, forging partnerships, and planning a broader rollout of AI across additional platforms. Dream Drive wasn’t just surviving its early challenges - it was accelerating toward a future where happy, engaged customers fueled its success. By harnessing AI-powered customer service, this startup proved that even small teams can deliver big-brand efficiency, turning a flood of enquiries into a pipeline of opportunity.