Friendly automated atendimento that facilitates sales and support in electronics stores
Store CellsInfo configured an assistant with a sales consultant, post-sale support, and human support to improve the e-commerce experience.
Objective and result: Assistant configured to improve customer experience, facilitating navigation, answering questions, post-sale support, and transferring to human atendimento when necessary, optimizing the flow of atendimento in Store CellsInfo.
How Store CellsInfo structured this operation on WhatsApp.
Online store specialized in selling electronics and accessories, with a wide variety of products for various segments, using the Nuvemshop platform. Automate customer service to answer questions, assist in the purchase process, and provide post-sale support, maintaining a friendly and consultative tone and ensuring transfer to human atendimento when necessary.
The assistant responds to frequently asked questions and customer inquiries, helps in product consultation and selection, captures leads by requesting email, tracks orders and deliveries post-sale, and transfers to human atendimento in cases of explicit requests, dissatisfaction, need for a special negotiation, or questions requiring internal analysis.
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.
Offer efficient and consultative service in an online store with a wide variety of products, ensuring quick and appropriate support without losing personalization, and manage situations that require human intervention. Assistant configuration with integrated modules for sales, lead capture, post-sale support, and human service, adopting a friendly and consultative tone, with specific rules for transfer to human and collection of essential data to complete purchases and track orders.
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 clear rules for transfer to human support
Value of integration with e-commerce platform for product and order inquiries
Benefit of collecting essential data to complete sales
Need for a friendly and consultative tone to improve customer experience
Monitor assistant performance, adjust transfer rules to human support based on customer feedback, and explore activation of additional features to expand functionalities.
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.