Charly makes shopping simpler by helping consumers on searching products, providing informations, and eventually on finalizing the checkout. Now, it assists customers after the purchase by accepting complains and creating customer tickets on their behalf.
The provision of service to customer before, during and after the purchase is a fundamental aspect in commerce, and the perception of its success is one of the strongest factors of customer loyalty. The impact of poor customer service is so high that 82% of consumers would buy elsewhere because of that. Conversational applications, as being part of the e-commerce channel landscape, are designed to serve faster, easier and more effectively than traditional web/mobile interfaces. Chatbots can be the most suitable match for the majority of people who prefer to contact the support team directly, without searching for telephone numbers and filling hidden and clumsy forms.
How can Charly users create tickets? Think of the simplest action you can do with a messaging app: Just write it, complain! Well, the underling machine learning system is not trained against a vast number of cases, so be patient with it whether it doesn’t understand exactly what you intend to complain about.
Charly creates a ticket in the C4C platform. The subject is the activation text, the line that ignite the ticket creation, while the ticket body is the text you submit when Charly asks you to detail your issue.
When the issue is registered, you will get notified by an email with the complaint’s summary and a link to the Charly’s commerce instance (remember to be already logged in the website for avoiding unpleasant errors), so that the integration between the two environment keeps consumers updated with the hypothetical support team in C4C.
What do you think of this feature? Don’t forget to review it on Charly Facebook page!