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.
Objective and result: Improvement in customer support with efficient automatic service and the possibility of agile human support when necessary, providing a better shopping experience.
How Coast structured this operation on WhatsApp.
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 strategy of Sales Consultant applied to the company's goal.
See how challenge, setup, and resources connect to transform conversations into a customer service, sales, marketing, or support operation.
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 the flow of Sales Consultant 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 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 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.