Problem

There’s a Gap in Your Customer Service

Great customer service is critical to succeeding in e-commerce. But you already know that. 

You’re probably more interested in why so many e-commerce companies still struggle to deliver great customer service. Well, it’s mainly because of recurring challenges like:

• Service Teams Dealing With Lots of Common Requests: Your human agents are smart and capable of complex decision-making – and you have them spend their valuable time handling repetitive queries, like checking order statuses or resetting passwords, instead of focusing on complex customer issues. 
• Seasonal Volume Spikes: During high-volume periods, such as product launches or promotions, your support teams are overwhelmed and find it difficult to respond promptly, leading to backlogs and frustrated customers. 
• Inefficient Workflow Management: Tasks like manual service ticket creation and assignment consume time and slow down operations, decreasing response rates and overall customer satisfaction. 

If any of these challenges resonate with your organization, the solution lies in enhancing your customer service operations with AI-powered automation. But even with low-code and no-code tools that lower the barrier to entry, it can still feel difficult to get started. 

That’s where Symphona can help with our pre-built E-Commerce Support AI Agent template. 

Solution

Make Customer Support Intelligent, Fast, and Scalable with our E-Commerce Support AI Agent Template!

With Symphona’s E-Commerce Support AI Agent template:

• Your customers can ask your AI Agent any question about your company’s products and tools and quickly receive intelligent, accurate answers delivered in a professional way
• You can automate common actions like checking order status, handling a refund, or managing account issues, quickly addressing customer concerns and saving your support teams time. 
• Complex queries that require a human will result in the agent automatically creating and assigning a ticket to your support team, so they can immediately start helping your customers. 

You can offer 24/7 service in multiple languages – and scale your agent deployment to handle seasons of high volumes, so your teams aren’t overwhelmed and your customers aren’t left waiting to hear from you.

Here’s how it works:

1. You first provide the agent with a knowledge base (e.g. a folder of documents or an entire drive) of your product / service documentation. To make your agent even smarter, provide some customer service transcripts so Converse’s AI capabilities can parse through it and immediately learn how to interact like a customer service agent..
2. By leveraging LLM technology, knowledge centralization agents can reply to common customer questions and provide answers, linking a source so customers can be assured their answer is validated. 
3. This agent can automatically execute three common customer requests: checking order status, requesting refund, and checking for an account issue. You can configure these flows to meet your software needs or customize the agent further by adding in your own automated workflows. 
4. For any questions that the agent cannot answer, it will automatically generate a service ticket in a ticketing platform of your choice. By default, it is set to Symphona Serve, our own ticketing platform. 

Converse and all Symphona tools are no-code, allowing for people of any technical skill to further customize these agents by adding additional workflows. Furthermore, with Symphona operating on a usage-based system, your organization only pays based on how many agent interactions you use.

Streamline your customer support, empower your support teams, and offer quick and intelligent automated service to your customers by using our E-Commerce Support AI Agent template today for free!