About Us

Post‑purchase support deflects tickets

An electronics e‑commerce added an order status and returns bot with secure hand‑off; deflection rose and CSAT improved.

Contents

  1. Objectives & KPIs
  2. Solution architecture
  3. Implementation
  4. Results
  5. Governance & security
  6. Lessons learned
Request a similar project

Objectives & KPIs

  • Automate status/returns questions post‑purchase.
  • Offer secure hand‑off to human support.
  • Track deflection and satisfaction.

−25%

Support tickets

4.6/5

CSAT

+30%

Self‑service usage

< 10 days

Pilot live

Solution architecture

Bot authenticates securely, fetches order status, and guides returns with policy steps; hands off with transcript when needed.

Auth → Verify user
Order API → Status
Policy KB → Steps
Handoff → Zendesk/Intercom
Analytics → Deflection/CSAT

We applied prompt guardrails, PII filtering, and rate limits. Clear escalation and analytics were embedded from day one.

Key integrations

  • Shopify/Woo APIs
  • Zendesk/Intercom
  • GA4
  • Email/WhatsApp

 

Channels

  • Website bot
  • Email links
  • WhatsApp (optional)

 

Implementation

1) Discover

Goals, KPIs, data sources; success criteria and analytics events.

4) Launch

Pilot, QA, calibration; gradual rollout with dashboards.

2) Design

Flows, prompts & guardrails, UX, privacy filters, integration plan.

5) Handover

Docs, runbooks, enablement, and iteration roadmap.

3) Build

Connect data, implement logic, tag analytics, harden security.

Results & evidence

  • Tickets: −25% on common topics
  • CSAT: 4.6/5
  • Usage: +30% self‑service
  • Faster resolutions overall:

Significance verified via standard tests; GA4/BI dashboards tracked lift and seasonality.

 

Testimonial

“Customers got answers instantly with a clean hand‑off when needed.”
— Client stakeholder

Governance & security

  • Least‑privilege access and environment isolation.
  • PII filters; no training on raw logs.
  • Transparent citations or decision trails.
  • Audit trail for changes and rollbacks.

 

Runbooks

Operational SOPs for updates, incident response, and periodic reviews.

Lessons learned

  • Make auth seamless
  • Keep steps visual
  • Store transcripts for QA

 

Next steps

  • Add proactive shipping alerts
  • Integrate with returns triage
  • Localize content

 

Want similar results?

We’ll tailor a sprint to your stack and seasonality, with clear KPIs and guardrails.

Published on

Category(s)E‑commerce & Retail

Related Posts ...