Click and collect specialists Doddle have launched a Facebook chatbot which is designed to improve the returns service for customers.
The Facebook Chatbot uses artificial intelligence (AI) to ask customers for information about their return when they open the conversation with Doddle on Facebook Messenger. Such questions could include which retailer they are returning to, their order number, email address and preferred Doddle drop off location.
To improve simplicity responses can be as easy as tapping the appropriate picture.
When the customer drops off the parcel with Doddle as QR code is scanned and the retailer is informed of the products coming back whilst the customer will be sent the full tracking information through Facebook Messenger to monitor the progress of the parcel’s journey.
For Doddle’s partner retailers, the company claims the solution requires zero integration with their existing IT systems but provides them with access to a live feed of their inbound returns via API.
Doddle CTO, Gary O’Connor said: “Engaging customers on a platform they are already using as part of their everyday interactions removes some of the hurdles to completing a return quickly. Through AI we can reduce some of the manual work teams in store have to complete and instead allow them to focus on delivering a great customer experience. This is just one of the new services we’ve designed to put the customer in control and improve the experience around returns which we know has a big impact on a customer’s loyalty to a retailer.”
Facebook returns is currently available to customers returning online purchases to ASOS, Coast, M&S, Mennace, Missguided, Oasis, PrettyLittleThing, River Island, TM Lewin, The Outnet, Warehouse, Wiggle, Mr Porter, New Look and Shoeaholics via Doddle.
Image credit: Doddle
