Chatbot, Call Center and WhatsApp: the perfect formula for customer service

Talk to Zara via WhatsApp, chat with Asos or share shopping experience with other customers of h&M. This is customer service in the omnichannel era and has taken a step beyond traditional call centers.  

In the last couple of years, new communication channels have made interactions between the company and the customer change 360 degrees. The goal is to provide clients with a more personalized experience.

Despite online conversations are still a synonym for trust, with digitalization, companies count wide with a wide range of platforms like emails, text messages, social network and chatbots to interact with the client.

Zara, Ynap, Clarks and Burberry interact with their clients via WhatsApp  

Short time responses, personalized attention and full availability are key expectations clients have at the moment of contacting a company. In this sense, technology becomes an important tool for the brands, because when clients face automatization and artificial intelligence, the odd of them cutting communication is more likely.

Zara has been one of the last companies of the market to take it a further step. Inditex’s chain implemented the option of communicating with customers via WhatsApp.

The new client service channel allows users the option of asking about any doubt, from sizing, to color, material or even the status of an order.

In China, WeChat counts with 700 million users  

Yoox, Net-a-Porter, Clarks, Diesel or Burberry are some of the brands in the market that also count with customized client service through social media.  

Even if in Europe, straight messaging with the customer hasn’t reached its full development, other continents count with years of advance. In China, for example, the social network WeChat counts with more than 700 million active users, and many fashion brands have an open account to solve its client’s doubts.

Chatbots are other tools for customer service that have reached the fashion market. Thanks to artificial intelligence, clients can keep a conversation via web with the brand, without the need of filling any questionnaire. Mango, Asos and Zalando are some of the brands that count with this service.