Intelligent assistant for support and sales at Loja Ozonteck
Ozonteck store implements an assistant on WhatsApp for automated customer service, sales consulting, and post-sale support integrated with Nuvemshop.
Purpose and outcome: Improve customer experience with fast, professional service via WhatsApp, efficient support during purchase and post-sale, and reduced need for human intervention on common questions.
How Ozonteck Store structured this operation on WhatsApp.
Loja Ozonteck is an online store that uses the Nuvemshop platform for sales. They sought to improve customer service via WhatsApp, offering efficient support and guidance during the purchase process. Automate customer service to answer questions, assist with purchases by consulting products, and provide post-sale support, maintaining a direct and professional channel on WhatsApp.
The assistant has been configured to operate with a professional, direct tone, answering only questions and guiding the customer to purchase through a sales consultant. It has transfer rules to human support in cases of explicit request, dissatisfaction, requests for special negotiation, or issues that require internal review. It integrates with Nuvemshop to query products, orders, and deliveries, and collects essential data at checkout, such as name, email, and phone.
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.
Ensure efficient, automated customer service that assists the buyer during purchase and post-sale, without losing human quality when needed, and integrate the assistant with the Nuvemshop platform. Assistant configuration with Sales Consultant and After-sales Support modules, integration with Nuvemshop for product and order queries, handoff rules for human support, and collection of essential data to complete the order.
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 clear rules for escalation to human support
Value of the direct integration with the e-commerce platform for product and order lookup
Need to collect essential data to facilitate the purchasing process
Benefit of a professional, direct tone to maintain clarity and efficiency in customer service
Assess the possibility of enabling additional features for sending product images in the cart and expanding human support rules for newly identified scenarios.
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.