Santa Lorenza improves shopping experience with automated assistant integrated with Nuvemshop: the Santa Lorenza case | Tapetes P
Santa Lorenza implemented an assistant on WhatsApp for automated customer service, sales consulting, and after-sales support, integrated with Nuvemshop.
Purpose and outcome: Improved customer experience with fast, direct support, efficient assistance during purchase and after-sales, plus a clear handoff to human agents when needed.
How Santa Lorenza | Rugs P structured this operation on WhatsApp.
Santa Lorenza is an online store that sells rugs on the Nuvemshop platform, representing an e‑commerce business aiming to improve customer service and the shopping experience. Provide efficient automated support to answer questions, assist with the purchase process, and deliver post‑sale support, also ensuring handoff to human agents when needed.
The assistant operates on WhatsApp with a professional, direct tone, answering questions and assisting with product and order inquiries. The Sales Consultant module is configured to conclude the interaction by directing users to checkout, requesting the customer’s name, email and phone number. The assistant also recognizes when the customer requests human support, expresses dissatisfaction, or asks questions that require internal review, and makes the appropriate handoff.
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 an automated support experience that efficiently answers questions and assists the purchase process without losing quality and knowing when to hand off to a human agent. Configure the assistant with Sales Advisor and After-sales Support modules, set rules for escalation to human support, and collect essential information to complete the purchase process via WhatsApp.
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 setting clear rules for handoff to human support
Direct integration value with the e-commerce platform
Need to collect essential data to complete purchases
Benefits of a professional, direct tone in automated support
Monitor the assistant's performance for fine-tuning, explore additional features to customize support, and expand integrations for more comprehensive assistance.
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.