Friendly and consultative automated support for women's fashion e-commerce
Omm implemented the Candy assistant for automatic service, answering inquiries and transferring to human when necessary.
Summary: Improves customer experience with quick and consultative support, reduces the need for human intervention in common questions, and guarantees specialized support when necessary.
A feature connected to the customer's real routine.
Omm is an Argentine online store specializing in footwear and women's clothing, with a physical presence in Buenos Aires and sales via e-commerce on the Nuvemshop platform. The company offers promotions, installment payment options, discounts, and in-store customer service. Automate customer support to answer frequent questions, promote products and sales conditions, and ensure efficient transfer to human support when necessary.
The Candy virtual assistant starts the conversation with a mandatory introduction, responds to questions in a direct and consultative manner, avoids repetitions after the first contact, informs about promotions and shipping conditions, and transfers to human support in cases of explicit requests, dissatisfaction, special negotiations, or questions requiring internal analysis.
The project transforms conversation into an operational process.
The case shows the objective, module used, and experience created on WhatsApp, without relying on internal metrics.
Ensure efficient and personalized support in a women's fashion e-commerce, maintaining conversational naturalness and knowing when to transfer to human support without losing the customer experience. Configure Candy assistant with a mandatory initial presentation, direct responses without repetitions, clear information about promotions and shipping conditions, and specific rules for transferring to human support via tickets, pausing chat, and notifying the team.
How it works for the customer.
The page translates the usage flow into a clear public narrative, without the feel of an internal manual.
Next steps of the setup.
Importance of a friendly and consultative tone for engagement
Need for clear rules for transfer to human support
Value of the initial presentation to guide the customer
Benefit of integration with the e-commerce platform
Monitor assistant performance for fine-tuning, explore integration with other support modules, and expand features to include personalized recommendations and order management.
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