As demand is increasing, order management is becoming an overwhelming issue for e-commerce companies. Conversational AI technology can help.
When 1 in every 3 customer questions is about order status, order management becomes a vital process for customer satisfaction in e-commerce operations. Streamlining this process can be costly if executed 100% by customer representatives, especially during peak seasons.
Without the need for live assistance, Virtual Helpdesk can help automate tasks like providing order status information, assisting with return & refund processes, updating order information, and much more. Automation of these tasks enables efficient peak-hour management and ease of seasonality adaptation without increasing operational costs.
SESTEK developed a Virtual Helpdesk that interacts with customers to handle repetitive and simple tasks on order management.
14%
INCREASE IN NUMBER OF SELF-SERVICE TRANSACTIONS
95%
INTENT RECOGNITION ACCURACY RATE
10%
DECREASE IN TICKET OPENINGS
“We wanted to offer our customers a structure that would enable them to complete their transactions on their own without waiting. We aimed to increase customer satisfaction by providing faster self-service. We are very satisfied with the results we achieved with SESTEK.”
COO- Hepsiburada
Customers finding answers 24/7 via virtual agents without the need for live assistance has a significant impact on customer experience and operational efficiency. Simple issues are solved by automation while more complex issues are handled by human customer representatives.
The Virtual Helpdesk can be deployed in multiple service channels to provide the same level of service quality to customers via virtual agents. Whether it is a WhatsApp chat or mobile application interface, customers are presented with a consistent, improved experience.
Human-agent time is invaluable in customer service. The Virtual Helpdesk is able to handle routine tasks reduces strain on the team, and its easy deployment across channels optimizes resource allocation.
With 100% in-house developed Speech Recognition (SR) and Natural Language Understanding (NLU) technologies, Knovvu Virtual Agent understands customer intent and responds without the need for live agents. Our market-leading speech recognition accuracy rate enables Knovvu Virtual Agent to effectively automate simple tasks, help increase self-service and decrease costs for customer service operations.
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience.
