Grow customer relationships with proactive and effective customer service
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Connor Shepherd Founding Partner
We wanted our customer service to feel seamless and personal without the typical burdens of automated calls like customers repeating themselves, having to wait on hold, or getting stuck in IVR menus.
Make every shopping experience personal by using Replicant to authenticate callers and pull up their order history. Automatically detect satisfaction to send happy shoppers upsell offers and retain dissatisfied shoppers with discounts. Keep shoppers informed with store updates or the latest promotions based on their past purchase behaviors.
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E-commerce is all about speed and efficiency. Simply search, click, and enjoy. Customer service should be the same – no hold times, immediate authentication, and quick resolutions. Give customers the ability to get help anytime and anywhere, and remove the burden from agents by letting Replicant resolve Tier-1 customer service issues 24/7.
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Reduce time to resolution for shoppers’ most common service needs, like delivery status updates, account updates, and return processing, with interactive and intelligent AI-powered conversations. Make self-service easier by providing shoppers with downloadable return labels or their nearest Fedex location via SMS.
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Shopping fluctuates with seasons and holidays, forcing you to temporarily staff up in anticipation of high customer demand. Instead of outsourcing or hiring more onshore agents, efficiently scale your customer service capacity with Replicant. Deliver one-to-one customer service without compromising on quality or increasing costs.
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