Friendly automated support that eases sales and service at an electronics store: the Store CellsInfo case
Store CellsInfo configured an assistant with a sales consultant, post-sale support, and human service to improve the e-commerce experience.
Purpose and outcome: Assistant configured to enhance the customer experience by facilitating navigation, answering questions, providing post-sale support and human assistance when necessary, optimizing the service flow in the Store CellsInfo.
How Store CellsInfo structured this operation on WhatsApp.
Online store specialized in selling electronics and accessories, offering 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 support when necessary.
The assistant responds to frequently asked questions and customer inquiries, assists with product search and selection, captures leads by requesting an email address, tracks orders and deliveries during after-sales, and hands off to human support in cases of explicit request, dissatisfaction, need for special negotiation, or 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, consultative service in an online store with a wide range of products, ensuring fast and appropriate support without losing personalization, and manage situations that require human intervention. Configure the assistant with integrated modules for sales, lead capture, post-sale support, and human assistance, adopting a friendly and consultative tone, with specific rules for escalation to a human agent and collection of essential data to complete purchases and track orders.
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 rules for escalation to human support
Integration value with e-commerce platform for product and order lookup
Benefit of collecting essential data to complete sales
Need for a friendly, consultative tone to improve the customer experience
Monitor assistant performance, adjust handoff rules for human support based on customer feedback, and explore enabling additional features to expand functionality.
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.