Efficient automated support for a sportswear e-commerce
Two-e implemented an automatic assistant for professional and direct support, with transfer to human support as needed.
Objective and result: Automated support providing quick and professional responses, with human support available for complex demands, improving the customer experience on the Two-e platform.
How Two-e structured this operation on WhatsApp.
Two-e is an online store specializing in sportswear for running, gym, and winter, serving male and female audiences, offering promotions and special kits on its online platform. Automate customer support to respond to questions professionally and directly, ensuring transfer to human support when necessary.
The assistant was configured to operate automatically in support, responding questions with a professional and direct tone. Handoff to human support occurs when the customer requests, shows dissatisfaction, asks for a special negotiation, or asks questions requiring internal analysis. Human support is conducted via a configured phone, and the human chat has been disabled.
The strategy of Human support applied to the company's goal.
See how challenge, setup, and resources connect to transform conversations into a customer service, sales, marketing, or support operation.
Ensure efficient and quick service for common questions, maintaining quality and professionalism, while also ensuring that cases requiring human analysis are properly routed. Implementation of the WhatsPlaid assistant with five steps of automated service, specific handoff rules for human support via phone, and configuration of the assistant's tone and behavior to respond only to questions, avoiding automatic sales or negotiations.
How the flow of Human support works on WhatsApp.
Follow the steps used by the company and understand where AI, data, and the team come into the journey.
Next steps of this operation.
Importance of clear rules for transfer to human support
Tone value aligned with the brand profile for a better experience
Usefulness of media interpretation feature for more comprehensive support
Evaluate the inclusion of integrations to expand the assistant's functionalities, such as analyzing support data for continuous improvements, and consider reactivating human chat as needed.
Want to structure a similar operation on WhatsApp?
Use this case as a reference to combine AI agents, company data, automations, and human control according to your operation's goal.