With conversational channels top of mind, it's worth taking a momentary pause to consider one of the most valuable uses of chatbots in ecommerce – order tracking, returns and exchanges.
Though these pieces sit no where near your customer's journey to checkout, they can make you, and cost you real money.
One of our customers saw a challenge in giving customers what they wanted after they purchased, specifically they had concerns about their return rate (we all know it's not 10% or anywhere close), and the cost of customer inquiries making it expensive to do business online.
Their story and experience is a familiar one – it is expensive to handle returns, every returned item is a lost checkout conversion and every customer that phones about their order erodes margins further. We worked with them to improve these important metrics, and increase customer engagement at the same time.
If you'd like to read some more details, you can grab a PDF summary of their story by clicking here.
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