Shop Direct launches WhatsApp-style service platform…https://contactcentresummit.co.uk/wp-content/uploads/2016/11/SD-MICROSITE.jpg 800 450 Jack Wynn Jack Wynn https://secure.gravatar.com/avatar/e6e4c614a3e43ed5c1e30f3c96cd4d3d?s=96&d=mm&r=g
Shop Direct has applied a conversational user interface (CUI) technology to its service offering by launching ‘Very Assistant’ for customers to find answers to their questions in a WhatsApp–style chat environment.
The owner of Very.co.uk, Littlewoods.com, VeryExclusive.co.uk and LittlewoodsIreland.ie has initially made the automated platform available via the Very.co.uk iOS app, and claims the technology makes the user journey even simpler for customer service questions, allowing people to easily interact with Very.co.uk representatives in a format that they are adept at using on a day-to-day basis.
Developed in-house by Shop Direct’s multi-award-winning eCommerce team, Very Assistant works by asking the app user if they need any help. The customer is then presented with a sequence of questions and multiple action options, which the customer taps within the chat environment. The customer’s answers enable the platform to instantly serve up the information they are looking for.
Jonathan Wall, eCommerce director at Shop Direct said: “This fully native platform is squarely focused on what our customers need. It’s delivered through our app because that’s where they want to have questions answered. It’s also the best place for us to collect feedback and constantly improve Very Assistant.
“We think this new technology will simplify our user journey, improve satisfaction, and help to boost efficiency in our customer service operation. It’s also the first step towards ‘natural language’, AI-driven CUI – which is something we’re hugely excited about.”
Customers can use Very Assistant to make a payment on their Very.co.uk account, check their payment dates, track an order, confirm that recent payments have been processed and request a reminder of their account number.