Automated customer service and support for a Wix wall decor store: the Kunst Auf Wänden case
Kunst Auf Wänden set up an assistant on WhatsApp for automated customer service and post-sale support integrated with Wix.
Purpose and outcome: Assistant configured to provide automated customer service and integrated support, improving the customer experience and optimizing the service flow without the need for constant manual intervention.
How Art on Walls structured this operation on WhatsApp.
Kunst Auf Wänden is an online store in Germany that sells wall décor products, using the Wix platform for its e-commerce. Automate customer service on WhatsApp to answer questions, assist with purchases, and provide after-sales support, maintaining a professional and direct tone.
The assistant has been configured to operate at the first step of customer service with the goal of automated support, answering questions and assisting in the purchase process via a sales consultant. The post-sale support feature allows order and delivery inquiries integrated with Wix. Specific rules route to human support in cases of dissatisfaction, special orders, or questions requiring internal review.
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 efficient automated support that answers questions, assists with purchases, and handles post-sale inquiries while maintaining quality and professionalism, and correctly identifies when to escalate to human support. Assistant setup on WhatsApp with media interpretation capabilities, a sales advisor to help with purchases, and post-sale support for order inquiries. Definition of handoff rules for human support in specific cases, and collection of essential data such as name, email and phone for order completion.
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 handoff rules to human support
Direct integration value with e-commerce platform
Benefits of a professional, direct tone for the target audience
Need to collect essential data to complete orders
Monitor assistant performance for fine-tuning, assess expanding features such as assisted sales and support personalization, and potential integration with other channels.
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.