There is now a natural requirement for a webshop to be available to customers at any time. This is an advantage for both parties, as the customer gets immediate help and the company can show a positive, trustworthy image. However, this unlimited availability requires the inclusion of additional resources.
With the constantly improving and increasingly natural communication between human and machine, this burden can be significantly reduced. Why do I always need to answer the frequently asked questions if a robot can do that too? — one could ask. Or: Why should I wait for hours to get the answer if I can get it in seconds?
We gave an answer to this question with our feature-oriented chatbot developed for AcerShop.hu! This not only relieves the customer service but also gives an excellent e-commerce tool in the hand of the company.
Why was it necessary?
There are several periods of time in a year when the number of visitors to AcerShop.hu website and stores increases. Examples include the Black Friday-Christmas shopping season or the high school graduations.
The shop assistants are under constant pressure during this time, since colleagues at AcerShop.hu all over the country have to respond to requests coming from Facebook.
Most of the questions are frequent and recurring, which gives some kind of a pattern of user habits. Based on these patterns, the process can be automated, and it is easy for a chatbot to answer such questions.
However, we imagined more than a bot that responds to common questions. The development of chatbot has been preceded by a comprehensive research. Here we examined what are the main issues AcerShop.hu customer service is looked up with. We have based the processes and functions on the results of the research, so it can meet the needs of the users.
What are the opening hours?
The most common questions are about stores, services, payment options, trade loans. The chatbot is capable of answering these type of questions immediately.
For example, if you are interested in a specific AcerShop store, the bot will immediately send not only the opening hours but also the exact address, the phone number of the shop and other contact details.
As time passes, it is possible to review what users are looking for in AcerShop.com, so we can expand the range of repetitive questions what can be instantly answered.
Where’s my package?
One of the most frequently asked questions is related to the ordered packages, their position and the time of delivery, so we also created a package tracking feature.
It works very simply: I send my order ID (e.g.: AS1234567), then the bot retrieves data from AcerShop.hu’s own system, and sends me the current status of the order. I can also ask the chatbot to notify me of any changes to the order status. A user can track multiple packages at once.
When I place an order on AcerShop.hu, I can request to follow my package from the first minute. To do this, I just need to go to Messenger through the webshop, and the bot is already set on.
This is especially beneficial for the webshop, as a new order can generate a chatbot user without investing, and can stay in touch with the customer later.
Which laptop should I get?
The AcerShop.hu webshop has a very detailed search engine, so it’s really easy to find the best notebook for that who knows exactly what specs they are looking for. But what should someone do that doesn’t know so much about computing? They could ask for advice from the chatbot, for instance!
With the laptop search function, one can get a filtered list with a question-answer based dialogue. With the answers given to each question, the bot filters the available notebooks to find the best one for their needs.
The process always begins with the question of what life situation the customer would use their new laptop. The following questions are always based on the previous answers.
After the last question, we uniquely generate a card image from the corresponding laptops, for which the data is provided by AcerShop.hu. The appearance of these cards is designed to create a continuum effect rather than sharply separated cards. In addition to the notebook’s photo and main specs, each card shows the actual prices, and clicking on them takes to the webshop directly.
The filtering of laptops is based on AcerShop.hu’s search engine, so if, for example, a new notebook is added to their database, it can be listed immediately. During the filtering process, we keep the user informed about how many laptops meet their needs so far. Only the first 9 results appear on the cards; if there are more of them, the tenth card opens the webshop with further results.
Is there any good deal?
Everyone loves to make good deals, but great deals don’t always find us. In this case, we are forced to look for them ourselves, but it can be done more easily than spending long minutes searching.
AcerShop.hu’s chatbot can send you the latest discounts on request, so they’re essentially falling in front of you. The current campaign can be set on the admin interface. If they do not have a special offer at the moment, the bot can also send information about that.
Can I talk to someone?
A chatbot is not able to respond to complex or special issues. If it gets into such a situation, it encourages to switch to a live agent.
The operator can communicate with the users via a custom-made admin interface.
If a user does not get any responses within 3 minutes, the system automatically sends a warning email to the preset email addresses with a link to the conversation to the shop assistants.
If someone wants to request a live agent at a time when they are unavailable (these are the same as when the stores are closed), the system will inform the user and include when they can talk to a live agent next time.
The customer can even ask for live assistance right away, but we strive that the chatbot to give the right answer in the first place. However, there are some situations or requests that promptly generate a request for live assistance:
😠 Frustration — If the chatbot detects any frustration, or the communication of the user reveals their negative emotional state, the chatbot offers connection to a live agent.
📦 Order modification or cancellation — It is not possible to cancel or modify the order via the chatbot, in which case it also offers the agent’s assistance.
🔣🔣🔣 Long message — The awareness that the client communicates with a chatbot encourages them to form short, concise messages. However, if a user writes a longer message, the bot will assume that the inquiry contains a description of a complex issue. The bot then redirects the user to an administrator.
Taking a look at the live operation of the chatbot so far, preliminary expectations were justified.
Almost one third of users requested package tracking when ordering, and it’s clear that customers find this feature useful.
The vast majority of inquiries can be managed by the chatbot itself, thus reducing the pressure on colleagues working in AcerShop.hu stores.
Try out the AcerShop.hu chatbot:
Disclaimer: this is a translated version of an article originally posted on our own botblog.hu, on January 19, 2019.