Friendly, consultative automated support for women's fashion e-commerce
Omm implemented the Candy assistant for automated support, answering questions and transferring to a human when necessary.
Purpose and outcome: Improved customer experience with fast, consultative support, reduced need for human intervention for common questions, and assurance of specialized support when needed.
How Omm structured this operation on WhatsApp.
Omm is an Argentine online store specializing in women's footwear and apparel, with a physical presence in Buenos Aires and e-commerce sales on the Nuvemshop platform. The company offers promotions, installment payment options and discounts, as well as in-person service at physical stores. Automate customer support to answer frequently asked questions, promote products and sales terms, and ensure efficient handover to human support when necessary.
The virtual assistant Candy begins the conversation with a mandatory introduction, answers questions in a direct and consultative manner, avoids repetitions after the first contact, informs about promotions and shipping terms, and transfers to human support in cases of explicit request, dissatisfaction, special negotiation, or questions requiring internal review.
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, personalized customer service in a women's fashion e-commerce, maintaining natural conversation flow and recognizing when to transfer to human support without degrading the customer experience. Configure the Candy assistant with a mandatory initial greeting, provide direct answers without repetition, give clear information about promotions and shipping terms, and follow specific rules for handing off to human agents via tickets, pausing the chat and notifying the team.
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 a friendly, consultative tone for engagement
Need for clear rules for transfer to human support
Initial presentation value to guide the customer
Benefit of integration with 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 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.