At first, I classified this consultation as level B, but when I checked all the consultations myself, I found that each member was providing counseling from a different perspective. Through the study, we shared our own know- how and organized this information into the CX Wikipedia, an internal document , so that everyone can see it. In the end, this counseling category was downgraded to level C, and the counseling time for that category was also reduced by half. Most level c consultations are resolved through support bot updates. Many people have inquired about the difference between the color shown in the photo and the actual product. To solve this problem, Sis Design provides a leather sample sending system. We created a color inquiry button through the support bot and directed it to the leather sample delivery system page, and the number of inquiries decreased by more than 90% .
Support bot guiding you through Notion
Have you seen other effects in addition to inquiry efficiency with the support bot? A: That’s Turkey WhatsApp Number Data right. The purchase conversion rate for product inquiries has increased to 35%. When we were just answering inquiries, it was an unimaginable number. When we first set up the support bot, we focused on reducing the number of consultations. As a result, the number of support bot steps increased, and customers often left without consulting. I recently did the 3rd update to Supportbot and used Notion a lot . We minimized the consultation stage by adding a button to move to Notion in the support bot response stage. As a result, inquiries about products naturally increased, and many cases led to purchases. 3rd updated support bot Q. I heard that the marketing team has recently started using Channel Talk a lot. A. Yes, we utilize marketing functions differently depending on the inflow path of new customers . We are targeting customers by keywords in search ads and sending them different messages. This is because customers’ purchase intent is different for each keyword.
For example a customer who searches for
Seater sofa’ and a customer who searches for ‘fabric sofa’ are very different. Customers Slovenia phone data who searched for size have a stronger purchase intention than customers who searched for material . Therefore, the marketing message connects customers who search for ‘3-seater sofa’ to consultation , and customers who search for ‘fabric sofa’ are directed to a page that introduces the material . Each Channel Talk marketing message can be connected to a different support bot, so I plan to use it in the future! Marketing message sent to customers who search for ‘3-seater sofa’ Q. You actually achieved results with the marketing function! A: That’s right. Purchase consultations are increasing. Since furniture products have a high per-customer price, many purchases are made through consultation. That’s why increasing purchase consultations is an important goal for our team. Recently, I sent a message encouraging consultation to customers who had concerns on the site for more than 4 minutes .
