In the example above, a customer opts in to automated Facebook Messenger order status notifications from their initial order confirmation email. After opting in, the customer is sent a series of push notifications through Facebook Messenger that informs them of each change in their order status.
Seamless Transitions to Customer Service Platforms
Of course, while conversational automation is highly effective at successfully containing the vast majority of order-related inquiries, not every inbound issue can be resolved through self-service channels. For the remaining inquiries that are too complex to be solved through self-service channels, automated experiences must also be able to sync with popular Customer Service Platforms like Zendesk, Oracle, and more to provide seamless transitions to live agents.
By connecting with popular CSPs, automated experiences can greatly drive agent efficiency by verifying account information before inbound tickets reach the agent and by supplying them summaries and key details from customers’ interactions with the conversational AI.
The Benefit of Providing Automated WISMO Responses
By providing customers with the option to get fast, self-service responses to WISMO inquiries, eCommerce brands like TechStyle Fashion Group have been able to successfully contain over 85% of inbound, order-related inquiries while simultaneously driving 95% customer satisfaction.
Is your brand experiencing an overwhelming volume of WISMO inquiries? Contact us today to learn how we can work with your customer service team to deploy a highly-intelligent automation solution in a matter of weeks.