Efficient automated customer service for sportswear e-commerce: the Two-e case
Two-e implemented an automated assistant for professional, direct support, with handoff to a human agent when needed.
Purpose and outcome: Automated support that provides fast, professional responses, with human assistance available for complex requests, 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 both men and women, offering promotions and special kits on its online platform. Automate customer service to answer inquiries professionally and directly, ensuring transfer to human support when necessary.
The assistant has been configured to operate automatically for customer support, responding to inquiries in a professional and direct tone. Handoff to human agents occurs when the customer requests it, expresses dissatisfaction, asks for special negotiation, or poses questions that require internal review. Human support is provided via a configured telephone line and human chat has been disabled.
The strategy of Human 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 efficient and prompt handling of common inquiries while maintaining quality and professionalism, and at the same time ensure that cases requiring human review are correctly escalated. Implementation of the Whatsplaid assistant with a five-step automated support flow, 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 fit into the journey.
Next steps for this operation.
Importance of clear rules for escalation to human support
Tone value aligned with the brand profile for a better experience
Utility of the media interpretation feature for more comprehensive support
Assess adding integrations to expand the assistant’s capabilities, such as analyzing support interaction data for continuous improvements, and consider reactivating human chat on demand.
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.