Use Case: Request Return / Exchange

Challenges:

• Online shopping has been seeing new heights recently. At the same time, eCommerce businesses are seeing a significant increase in return/exchange requests.
• Today, customers have to scroll through the return policy or reach out to the support agents to find information about the exchange or initiate a return/exchange.
• Customers reps also spend a considerable amount of time assisting customers with trivial questions.

Solution:

• The intelligent virtual assistants interact with users in natural language; they understand the user request and initiate the solution.
• In the case of return/exchange, these assistants inform users of the process, applicable charges, and timelines. On customer approval, assistants trigger the return/exchange request.
• They send timely notifications to inform the user of the progress.

Expected Benefits:

• Delivers hassle-free shopping experience for the users
• The self-service model improves customer happiness by 2x