E-commerce
The Same Twenty Questions, Answered Instantly on WhatsApp
Operations team at an online storeWhatsApp, Bots
The Challenge
Most chats asked the same things: delivery times, prices, opening hours, order status. The team spent the whole day answering them and real problems waited.
What They Did
- 01
List the Questions
The team wrote down the twenty questions customers ask most, with the right answers.
- 02
Build the Bot
They built a WhatsApp bot that answers those questions and hands anything else to a person.
- 03
Review the Chats
Every chat is logged, so the team can see what the bot answered and improve it.
The Result
- Customers get common answers straight away, day or night.
- The team only sees the chats that need a person.
- Every conversation is logged and easy to review.
In their words
“Our team answered the same twenty questions all day. Now customers get answers instantly and we only see the chats that need a person.”
