Friendly assistant that facilitates shopping and connects to human support via WhatsApp
Orla configured an assistant with sales consulting and human atendimento to improve support in e-commerce.
Summary: Improvement in customer support with efficient automatic service and the possibility of agile human support when necessary, providing a better shopping experience.
A feature connected to the customer's real routine.
Orla is a Brazilian online store that sells products online and uses the WPPMarketing platform for its e-commerce. Offer friendly and consultative automatic support to clarify doubts and assist customers during purchase, with the option to transfer to human support in specific cases.
The assistant acts as a sales consultant, answering questions and helping navigate the e-commerce. When the customer requests human support, shows dissatisfaction, asks for a special negotiation, or makes questions requiring internal analysis, the system transfers the conversation to a WhatsApp attendant. Triggers are configured for this transfer, with email notifications and conversation summaries.
The project transforms conversation into an operational process.
The case shows the objective, module used, and experience created on WhatsApp, without relying on internal metrics.
Ensure efficient and personalized service in an e-commerce, combining automation with human support for cases requiring more attention. Implement a virtual assistant with a sales consultant for questions and assistance, and a human support module via WhatsApp triggered by specific triggers, with notifications and ticket control.
How it works for the customer.
The page translates the usage flow into a clear public narrative, without the feel of an internal manual.
Next steps of the setup.
Importance of defining clear triggers for transfer to human support
Value of a friendly and consultative tone to enhance the customer experience
Benefits of integration with popular channels like WhatsApp
Need for notifications and summaries for control and monitoring of support
Monitor the assistant's performance and adjust triggers and responses to further optimize the customer experience and support efficiency.
Want to apply AI in your company's WhatsApp?
Whatsplaid structures chatbot, support, leads, internal tickets, knowledge base, and integrations for the brand's real operation.