Intelligent assistant for support and sales on Ritz Era e-commerce
Ritz Era set up an assistant on WhatsApp with an integrated sales consultant and after-sales support connected to Wix.
Purpose and outcome: Automated assistant that enhances the customer experience on Ritz Era e-commerce, facilitating purchases and post-sale support, maintaining professional and efficient communication, with human support available when needed.
How Ritz Era structured this operation on WhatsApp.
Ritz Era is an Indian e-commerce store that uses the Wix platform to sell its products online. They were looking for a solution to automate customer service via WhatsApp while maintaining a professional and direct tone, without performing active selling—only answering questions and assisting in the purchase process. Automate customer service on WhatsApp to answer questions, offer sales consultancy and post-sale support, ensuring an efficient and professional flow with the possibility of transfer to human agents in specific cases.
The assistant has been configured to operate on WhatsApp with a professional, direct tone. It includes the Sales Advisor module that checks products from the Wix e-commerce and assists customers during purchase, including mandatory collection of name, email and phone to complete the order via checkout. It also includes the Post-Sales Support module for inquiries about orders and deliveries. Hand-off to a human agent occurs when the customer requests it, shows dissatisfaction, asks for special negotiation or poses questions that require internal review.
The strategy of AI for sales applied to the company's objective.
See how challenge, setup, and features connect to transform conversations into a customer service, sales, marketing, or support operation.
Provide an efficient, professional automated service that answers questions and assists customers during the purchase process without performing active sales, while ensuring integrated post-sale support and clear rules for escalation to human agents. Assistant setup on WhatsApp with Sales Consultant and Post-sale Support modules integrated with Wix, mandatory collection of essential checkout data, professional and direct tone, and handoff rules for cases requiring human intervention.
How the flow of AI for sales works on WhatsApp.
Follow the steps used by the company and understand where AI, data, and the team fit into the journey.
Next steps for this operation.
Importance of direct integration with the e-commerce platform for efficiency
Importance of clear rules for escalation to human support
Professional and direct tone value to maintain customer trust
Mandatory data collection requirement to complete online sales
Monitor the assistant's performance for potential adjustments, expand integrations and features according to the client's needs, and explore additional capabilities to increase automation and customer satisfaction.
Want to set up a similar operation on your company's WhatsApp Business?
Use this use case as a reference to combine AI agents, company data, automations, and human oversight according to your operation's goals.