Last Updated on June 9, 2023 by Tony Fowler
As businesses continue to embrace digital transformation, customer service has become a crucial aspect of their success. With customers demanding instant answers, gratification, and timely support, companies are leveraging chatbots to automate routine queries and reduce response times. To further enhance the customer experience, Re:amaze customers can now insert products into bot messages through the bot builder, provided they have a connected store for Shopify, WooCommerce, and BigCommerce.
This new feature is a game-changer for businesses as it saves time and boosts efficiency for both the customer and the support team. By allowing your customers to view and purchase products directly from the chatbot, businesses can streamline the buying process and create a seamless customer experience. Additionally, customers can get instant access to relevant products and services without having to leave the chat window.
To insert a product, you would go about just as if you were setting up a new custom bot workflow, or you could make changes to a current flow. For a refresher, you simply go to Settings > Automation > Chatbots > Manage Bots. You will then select ‘edit‘ on a current flow or ‘+ new workflow bot‘ (pictured below ↓).
You will then be directed to the screen shown in the image below. Now, you may click on the store logo located just above the Bot Response field.
You will then be prompted to select any product(s) from your store that you would like to insert into your response and click “Insert.” If you would like to include the prices (which is helpful when including all information for the customer at once), you may check the “Include prices” box. (see image below ↓ for reference)
The product insertion will be displayed to your customers as shown below, providing them with product images, descriptions, and pricing (if selected).
Important note, you can always have multiple products listed for your customers if you’d like (pictured below ↓) instead of just one product inserted in the chatbot.
However, businesses need to be aware that if the connected store or product link changes, the bot will hold the value. Customers will need to manually update bot responses if they remove items or products from a store/brand. It’s crucial to keep the bot’s responses up to date to avoid any confusion or frustration on your customer’s end.
For customer service representatives, this new feature means they can focus on more complex issues that require a human touch. The bot can handle the initial customer queries, allowing the support team to jump in only when needed. The goal is to help improve customer satisfaction overall by saving time and improving productivity.
In conclusion, integrating product insertion in Re:amaze’s bot messages is a win-win for businesses and customers alike. It streamlines the buying process, enhances the customer experience, and frees up support team members to handle more pressing issues. However, businesses must ensure that the bot’s responses are up to date and that customers are informed of any changes in the connected store or product link. By doing so, companies can boost customer service efficiency and provide exceptional support to their customers.