E-COMMERCE HELPDESK

E-commerce is booming. Customer service should keep up.

As demand is increasing, order management is becoming an overwhelming issue for e-commerce companies. Conversational AI technology can help.

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The Challenge

Survey shows millennials are likely to check the status of their order almost daily.

When 1 in every 3 customer questions is about order status, order management becomes a vital process for customer satisfaction in e-commerce operations. Streamlining this process can be costly if executed 100% by customer representatives, especially during peak seasons.

Survey shows millennials are likely to check the status of their order almost daily.
Virtual Helpdesk can reply to customer requests, increase self-service rates, and improve operational efficiency.

The Solution

Virtual Helpdesk can reply to customer requests, increase self-service rates, and improve operational efficiency.

Without the need for live assistance, Virtual Helpdesk can help automate tasks like providing order status information, assisting with return & refund processes, updating order information, and much more. Automation of these tasks enables efficient peak-hour management and ease of seasonality adaptation without increasing operational costs.

CASE STUDY

HEPSIBURADA INCREASED SELF-SERVICE RATES WITH AI

SESTEK developed a Virtual Helpdesk that interacts with customers to handle repetitive and simple tasks on order management.

  • 14%

    INCREASE IN NUMBER OF SELF-SERVICE TRANSACTIONS

  • 95%

    INTENT RECOGNITION ACCURACY RATE

  • 10%

    DECREASE IN TICKET OPENINGS

“We wanted to offer our customers a structure that would enable them to complete their transactions on their own without waiting. We aimed to increase customer satisfaction by providing faster self-service. We are very satisfied with the results we achieved with SESTEK.”

COO- Hepsiburada
BENEFITS
  • Increased Self Service

    Increased Self Service

    Customers finding answers 24/7 via virtual agents without the need for live assistance has a significant impact on customer experience and operational efficiency. Simple issues are solved by automation while more complex issues are handled by human customer representatives.

  • Improved Experience

    Improved Experience

    The Virtual Helpdesk can be deployed in multiple service channels to provide the same level of service quality to customers via virtual agents. Whether it is a WhatsApp chat or mobile application interface, customers are presented with a consistent, improved experience.

  • Saving Costs

    Saving Costs

    Human-agent time is invaluable in customer service. The Virtual Helpdesk is able to handle routine tasks reduces strain on the team, and its easy deployment across channels optimizes resource allocation.

PRODUCT

Knovvu Virtual Agent

With 100% in-house developed Speech Recognition (SR) and Natural Language Understanding (NLU) technologies, Knovvu Virtual Agent understands customer intent and responds without the need for live agents. Our market-leading speech recognition accuracy rate enables Knovvu Virtual Agent to effectively automate simple tasks, help increase self-service and decrease costs for customer service operations.

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Keep Exploring

  • Knovvu Virtual Agent One-pager
  • Knovvu Virtual Agent Datasheet
  • Virtual Agent Success Case

CONTACT

Improve Your Conversational Customer Journey

Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience.

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