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~ Oct8ne ~

analyse the data from its last quarter, The Art Company achieved you customise the message based on each customer’s behaviour.
a service level of 98%, where 88% of the sessions have been The company managed to push sales by setting a trigger with
attended through the bot. As the company explains, many of its discounts. Once the engagement is created, users have expressed
customers “have standard questions that can be automated”: such their doubts with the bot.
as order tracking, returns, payment methods or questions about
sizes. “The possibility of answering the customer automatically, Why the chatbot helps increase sales
diverting to agents’ questions that the bot cannot answer, allows Thanks to the chatbot speeding up the work of the customer
us to carry out our work in a more efficient way. Most of the service team, this department can focus on providing
questions we get are about returns, shipments, or product personalised advice to potential customers to improve their
availability. In fact, when a client wants to speak to an agent, it customer experience. Being able to automatically differentiate
is mostly due to questions that cannot be answered immediately, a customer’s needs not only improves the customer’s experience
as they depend on other departments or because they prefer but will also directly impact sales: if a user solves their question
to expose their doubt in detail.” Another way to streamline quickly, they can continue with the purchase process and, if
work has been to connect The Art Company bot with its order they need personalised advice, they will have an agent available.
management system so that its customers can see the status of Increasing the time your agents spend guiding users means that
their order by entering the code directly in the chat. they will have more opportunities to apply cross-selling and up-
selling techniques. ••
Why triggers are a good match with the chatbot
Triggers are predictive algorithms that can open your live chat
automatically and send a personalised message to each customer,
according to their actions on your website. If they’ve been on
a page for a long time, if they’ve compared several products
or services, or if their cart has reached a certain value. In
e-commerce, triggers are fundamental in capturing the customer
and keeping them on your page if an issue arises during the
purchasing process. For The Art Company, combining both
functionalities has been vital. In the same way that the bot has
answered 88% of the questions they have received during the last
quarter, almost 70% of the interactions with the chatbot have
taken place thanks to triggers. Many studies show that not all
users express their concerns on customer service channels, even
if they have them. As such, triggers are a great way—automatic
and predictive—to detect which visitors need your help and
offer it proactively. The triggers manage to succeed in stopping
many possible abandonments if, instead of just offering help,

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