Unifying channels and using smart routing in customer service is crucial.
But what comes next is the “engagement stage” solution – how to solve various problems when one agent handles one-to-many chat(s) at the same time?
Try Sobot Service Suite’s AI-powered personalization feature!
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Synergize CRM as the Base for Personalization
The first step to enable personalization feature, E-Commerce merchants need to input CRM data first.
There are two ways to achieve this, either by directly uploading customer data into Sobot’s CRM or integrating CRM platforms such as Salesforce or HubSpot.
Additionally, if Shopify is your primary data platform, rest assured that we also offer seamless Shopify integration. With just a few simple steps, all your customer data will effortlessly sync into Sobot Service Suite.
Sobot supports multiple major CRM integration
Now, whenever a customer contacts a service agent, every interaction is carefully recorded and visible to all team members. This comprehensive view, including past behaviors and newly entered engagements, serves as the foundation for personalized customer service.
Sobot Personalization in Self-service and Agent-service
Service in E-Commerce can be complex due to the complexity of goods, policies, regions, order status, and many more. That’s when personalization is able to help out.
In Sobot system, there will be different tags assigned to different customers. Tags’ assignment is based on several dimensions like customer’s identity, order status, and many more:
- If a new customer clicks the chatbox, AI-powered personalization will recommend FAQs like SKU introduction, coupon gift, or payment methods.
- For orders that have finished the payment, recommended FAQs will change into status checking, shipment details or invoice issuing.
- When it comes to the post-purchase stage, then return & exchange might be the top concern.
Customer segmentation with relevant FAQs
After FAQs help reduce service pressure, agents will take over those who haven’t got their problems solved. And Sobot AI-powered personalization feature can also improve efficiency by intelligently predicting replies to help agents answer.
AI helps agents expand their reply
Such a combination of self-service and agent service creates a seamless customer service experience. Customers can easily find the information they need. From initial inquiries to post-purchase assistance, the AI-powered personalization feature streamlines the customer service process, leading to higher satisfaction levels and improved efficiency for both customers and agents.
Free Trial Now Is Open to New Users
If you are in Retail & E-Commerce industry, and are looking for a customer service solution, Sobot will be your best choice.
From omnichannel integration, smart routing to AI-powered personalization, Sobot Service Suite is able to support full-stage customer service for all the merchants.
We are now opening free trial with a one-on-one guide to walk you through our system. Contact us now to book a demo.
