A well established ecommerce brand had a fan following of millions on Twitter
As their followers grew, their support team found it increasingly time-consuming to engage with its followers, to chat with each customer until they defined the exact issue and then propose a solution
They wanted an automated system that worked on a third party channel like Twitter to engage those followers who asked for help and manage a problem-solution dialog
Gupshup created a customer support bot on Twitter for the brand which was promoted by the brand along with its other customer support coordinates.
This bot is just like any other user on Twitter and is able to have automated conversations with any user who sends a direct message. E very follower who enters an inquiry or complaint on Twitter through a direct message instantly receives an automated message on Twitter with a link to a survey.
The link opens up a smart message in the user’s browser and displays a list of most-likely concerns.
Once a user chooses an issue – for example, issue with the delivery of a package, she gets targeted, automated responses asking for specifics about the issue.
Once all specifics are captured, the customer support team takes over and then starts manual conversation with the user leading him to a resolution.
The Gupshup customer support bot for Twitter has allowed the ecommerce brand’s support team to communicate with its followers easily and conveniently
The tedious process of evaluating and solving individual problems has been replaced by a faster, smarter and more consistent alternative
The company’s faster response time and improved inquiry satisfaction rate has brought the ecommerce brand greater customer retention
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