From a question on Instagram to post-sales on WhatsApp without losing context
An e-commerce operation handles questions about products, sizing, exchanges, tracking and post-sales across different channels. During campaigns and high-volume dates, sales and support can get mixed up and the customer ends up repeating what they already explained.
When context
gets scattered.
An e-commerce operation handles questions about products, sizing, exchanges, tracking and post-sales across different channels. During campaigns and high-volume dates, sales and support can get mixed up and the customer ends up repeating what they already explained.
Without an organized operation, the team wastes time trying to understand the history, transfers conversations without context and asks again for information that was already in the conversation.
The flow gains
continuity.
agents2.me separates Sales from Post-sales into queues, classifies tracking, exchange and product questions with tags and speeds up recurring replies with Quick Replies. The merge between Instagram and WhatsApp consolidates the journey, while custom fields store order, product of interest and conversation stage.
More clarity at
every step.
One journey.
Several steps.
A customer sees an ad on Instagram and asks whether an item is available in another size. The sales team replies and she continues on WhatsApp to complete the purchase. Days later, she returns to ask about delivery status: the tracking tag reaches Post-sales, which sees the product and the order without rebuilding the conversation. If there's an exchange, the journey continues with context.