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.
Objective and result: Improves customer experience with quick and consultative support, reduces the need for human intervention in common questions, and guarantees specialized support when necessary.
How the company structured its operation on WhatsApp.
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 strategy applied to achieve the goal.
See how challenge, setup, and resources connect to transform conversations into a customer service, sales, marketing, or support operation.
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 this operation 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 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.
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.