Features of the MCN Telecom client
Our customer is an online store of designer women's clothing. You sri lanka phone number library can place an order 24/7, but the online consultant chat (and support in social networks) only works during the day. In the evening, the buyer can only leave a request for a call back so that the manager can contact him during business hours. During the evening and night, as well as holidays, such requests always appear.
Before contacting us, the company's director analyzed the site's traffic. It turned out that users most often visit the catalog in the evening and closer to night, less often - early in the morning, regardless of the source of the visit. There are much fewer of them during the day.
He suggested that users would be most comfortable receiving answers at this time and, without the ability to contact support and get answers to their questions, they might leave the site and go to competitors.
The solution to the situation could be the introduction of 24/7 support, but this implies an increase in costs for it at least twice. He turned to us for a solution using modern technologies.
Finding a solution
We proposed to automate work with clients by implementing a chatbot. It answers buyers' questions both in the online consultant window and in the most popular messengers and social networks, and works around the clock, without breaks or weekends.
The chatbot operates with answers that are in its dialogue scripts. Therefore, we analyzed the buyers' questions to understand whether the system can select answers to questions, or whether they are too individual in each case.
As it turned out, buyers most often ask standard questions: about product availability, fabric quality, sizes, delivery times, address and showroom opening hours. All these answers can be prepared in advance. At the same time, it is not necessary to upload an answer for each product into the system: the chatbot is integrated with the CRM, and can access it if necessary.
Thus, our customer, with our help, prepared a list of possible questions from buyers and answers to them, and we developed and connected a chatbot. It works the same on all platforms (online chat, Viber, Telegram, Vkontakte):
greets the buyer and offers to select the section of the question that interests him.
clarifies the buyer's question
The chatbot provides an instant and detailed answer to each o
