Smart conversations

[bappy8]

Example: BarkBox
Now, this may sound like a lot of extra work, but there are plenty of real-world examples that show that conversational commerce leads to better customer satisfaction and higher sales. Take BarkBox , a subscription service from the American Bark&Co that sends dog owners a box full of necessities for their beloved four-legged friend once a month. At the end of last year, Bark&Co introduced the 'BarkBot'. A barking chatbot - in a good way, of course - that answered questions via direct messages on Twitter.

Although the number of messages to BarkBox doubled during the busy end-of-year period, the response time special lead dropped from sixty to four minutes by, among other things, adding DMs via Twitter. A large part of the support questions could be solved by smart forwarding to the right page or FAQ. If the BarkBot did not know the answer, the customer was helped by a service employee. Various scenarios were set up with a so-called hand off trigger for the BarkBot. To give a simple example, when the question: 'Can I speak to a human?' , the customer was quickly forwarded to a service employee.

BarkBox
Chat from BarkBox

To make automated messages a success, it is important to know what your customer wants and how you can best serve them at that moment. The second time a customer goes to a price page, it is more likely that he will make a purchase. If you know this, you can proactively approach him via chat with, for example, a discount code. Or if you see that a customer gets stuck during payment or does not return to the shopping cart, you as an organization can, for example, offer assistance with shipping or invoicing or offer a discount code for a next purchase.

Example: Happy Socks.