Professional automated customer service for party e-commerce: the Cotillon Rex case study
Cotillon Rex set up a WhatsApp assistant with a sales consultant and post-sales support to improve automated service in its Nuvemshop store.
Purpose and outcome: Improvement in automated support, with professional and direct responses, integrated e-commerce support, and human assistance triggered only when necessary, optimizing the customer experience.
How Cotillon Rex structured this operation on WhatsApp.
Cotillon Rex is an Argentine online store specializing in party supplies, operating on the Nuvemshop platform, seeking to improve customer service via WhatsApp. Implement professional, direct automated support to answer questions, assist with purchases, and provide post-sale support, reducing the need for human agents.
The WhatsApp assistant uses the Sales Advisor module to look up products and assist during purchase, with the cart configured to finalize at checkout, requiring name, email and phone. It also includes the After-sales Support module to look up orders and deliveries. Escalation to a human agent occurs when the customer requests it, expresses dissatisfaction, asks for special negotiation, or asks questions that require 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.
Provide efficient and professional automated support for an e-commerce store selling party supplies, ensuring comprehensive assistance from pre-sales inquiries to post-sales service, while retaining high-quality human interaction when needed. Configure the WhatsApp assistant with integrated Sales Consultant and After-Sales Support modules connected to Nuvemshop, with cart enabled to complete checkout and mandatory data collection, and with transfer rules for human agents in specific situations.
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 data collection to close sales
Direct integration fee with e-commerce platform
Need for clear rules for handoff to the human
Benefit of a professional, direct tone in customer service
Monitor assistant performance for fine-tuning, evaluate adding new features such as image and link analysis, and expand integrations to other platforms.
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.