E-commerce
E-commerce support agent
One agent for email, website chat, WhatsApp and Instagram. Simple answers go out on their own, in the customer's language. Returns, exchanges and refunds are prepared with the full context and wait for a person. Built on our own brand first.
Problem
A clothing shop gets the same few questions over and over: where is my order, how do I return this, does this run small, can I swap it for another size. They arrive through every channel at once: email, the chat on the website, WhatsApp and Instagram. At WEARYOURGREENS, our own hemp clothing brand, they also arrive in English, German and Dutch from the EU, and in English from India, about two sets of shipping and return rules. Answering them by hand means looking up the same order in the shop and the carrier's site, in four inboxes, many times a day. And getting a return wrong is worse than answering it slowly: in the EU, a customer can withdraw from an online purchase within 14 days of delivery without giving a reason, and a shop can offer an exchange but can't make the refund depend on it.
Solution
One agent for email, chat, WhatsApp and Instagram answers order and FAQ questions on its own, and prepares returns, exchanges and refunds for a person to approve.
Time gained
per week on the email agent it builds on
Technologies used
How we solved it
A walk through the approach — the pieces involved, how they fit together, and where a person stays in the loop. As a PDF in your inbox.
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