Automating the First Touch with Customers through a Dedicated Chatbot
DigitalMara developed a chatbot that streamlines converting website visitors into customers upon initial contact.
About the client
E-commetce company from the US
Our client is a U.S.-based e-commerce company that relies on a personal approach to turn website visitors into customers. Their sales team actively engages potential buyers, with trained agents stepping in at key moments — like when a visitor seems hesitant or is about to leave—to increase conversions.
Challenge
While this strategy was effective, it also proved time-consuming. Sales agents found themselves repeatedly answering the same basic questions, making it clear that automation could help. Since live chat was the company’s main communication tool, a customizable chatbot was the perfect solution.
Approach
The client’s sales team had already gathered insights into common customer concerns, giving us a solid foundation to work with. We built a chatbot from scratch, designed to handle frequently asked questions and guide visitors through the initial steps.
- Chatbot handling the most common customer requests at the first touchpoint.
- Virtual assistant advising a sales rep on processing a particular customer.
Results
The client received the following results:
- Reduced customer wait times, leading to higher satisfaction with the service.
- Sales agents convert leads into buyers more efficiently, reducing the time spent on each conversion.
- Low-probability conversions are identified and managed early, minimizing the need for sales team intervention and optimizing resource allocation.
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