Helping Shoppers Before They Leave the Store
An online store can have thousands of visitors and no salesperson on the shop floor. A shopper finds a product they like, but still has a question: Which size should I choose? How long does delivery take? Can I return it if it does not fit? If the answer is hard to find, they close the tab.
Pingu adds an AI chatbot to your online store that answers these questions at the moment they come up, using your product pages, shipping information and return policy. Shoppers get help while they are still on the product page, 24/7, including evenings and weekends when most people shop.
Pingu also replies in the shopper's own language, which helps stores that sell across borders. Every customer gets the same accurate answer, based on the information your business has approved.
Le défi
Customer service teams in e-commerce spend much of their day answering the same questions about sizes, delivery times, shipping costs and returns. These answers usually exist somewhere on the website, but shoppers do not always find them, so they send an email instead.
Every unanswered question is a risk of an abandoned cart. A shopper who has to wait until the next working day for a simple reply will often buy from a competitor instead. Online stores need to give instant answers on every product page, without growing the support team every time traffic increases.
L’approche d’assistance
You train Pingu by adding your store's website URL, then upload size guides, shipping tables, return policies and product FAQs. Pingu refreshes its knowledge regularly, so new products, campaigns and policy changes are reflected in its answers.
When a shopper needs personal help, such as a damaged delivery, a special order or a complaint, your support team can join the conversation from the dashboard, the Pingu mobile app or Telegram. Pingu covers the routine questions, and your team handles the conversations that need a person.
