Professional automated support for sales and service via WhatsApp: the Serra Fly Drone Solutions case
Serra Fly Drone Solutions implemented Whatsplaid assistant for automated WhatsApp support, focused on technical support and sales assistance.
Purpose and outcome: Improved automatic customer service via WhatsApp, with professional and direct responses, efficient post-sale support and assistance during purchase, plus a clear handoff flow to human agents when needed.
How Serra Fly Drone Solutions structured this operation on WhatsApp.
Serra Fly Drone Solutions is a Brazilian company specializing in drone solutions, focused on technology and technical support, with sales made through an e-commerce store on the Wix platform. Automate customer service via WhatsApp, offering post-sale support and consultancy during the purchasing process, maintaining a professional and direct tone and ensuring handover to human support in specific cases.
The assistant is configured to answer questions, check orders and deliveries, and assist with the purchase process via e-commerce. It has escalation rules to hand over to human support when the customer requests it, shows dissatisfaction, asks for special negotiation, or asks questions that require internal review. The assistant also interprets images, audio, and links sent by the customer.
The strategy of After-sales support 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.
Ensure an efficient automated service that assists both technical support and the sales process, maintaining quality and professionalism, while defining precise criteria for escalation to human agents. Configuration of the Whatsplaid assistant with active Post-sales Support and Sales Consultant modules, well-defined transfer rules for human assistance, and integration with the Wix e-commerce platform to consult customer and order information.
How the flow of After-sales support 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 clear rules for escalation to human support
Value of integration with e-commerce platform for efficient support
Benefits of a professional, direct tone in automated support
Utility of interpreting media to improve customer communication
Monitor the assistant's performance for fine-tuning, expand integrations, and explore new features 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.