Returns and WISMO chatbots allow customers to easily self-serve and find answers to frequently asked questions (FAQs). The process enables customers to seamlessly and quickly handle the laborious task of returning items or tracking orders without the need to speak to a human service agent.
Returns are about making the best of a bad situation. No-one is making money from the returns process except your logistics service, but it’s important to make sure your customer comes away from the process with a good impression of your company. After all, the ideal situation in eCommerce after any returns process is that the customer comes back the following week and spends twice as much.
Keeping things simple here is key. A chatbot that can handle the full returns process including logistics, tracking, and refunds by interrogating your back-end systems for information, will save your customer services team valuable time and let them focus their efforts on more important tasks.
Talking of logistics, customer expectations are higher than ever and knowing where their order is comes fairly high up the list. Manually tracking individual orders over chat, email, or phone would be an enormous drain on your customer service team, but there’s a chatbot solution for that. A Where Is My Order (WISMO) chatbot can communicate with your data storage, or 3rd party courier systems to track down orders fast and then return the information on a map, or in text form if you prefer.
Returns and WISMO chatbots allow customers to easily self-serve and find answers to frequently asked questions (FAQs). The process enables customers to seamlessly and quickly handle the laborious task of returning items or tracking orders without the need to speak to a human service agent. Automating the returns and WISMO process enables customer service agents to focus on the more urgent and complex customer issues.
Whether you’d prefer a scripted chatbot or an AI chatbot, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customers’ returns and WISMO requests.
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