Facing rapid digital transformation, this traditional bakery needed to:

• Streamline order tracking & customer service for its new e-commerce platform
• Reduce response times for order inquiries (especially during peak hours)
• Maintain personalized touch despite scaling digital operations
• Accommodate tech-limited customers (including seniors 70+)

Smart Conversational Interface (“Bernardino” Virtual Assistant)

• Intuitive 3-category menu: Orders, Products/Stores, Brand Info
• Instant order status updates via integration with e-commerce backend
• 1-click agent transfer for complex issues

Optimized Contact Center

Priority routing for:

• Seniors (direct to human agents)
• Urgent order issues

Pre-chat survey to categorize inquiries

Seamless Commerce Integration

Direct links to:

• E-commerce store
• Account portals
• Special promotions

📱 17,000+ users adopted the WhatsApp channel
🛒 57,000+ order-related conversations (Jul-Oct 2024)
⭐ 77.3% NPS (Excellent rating)
⏳ 24/7 availability with 65% of inquiries resolved by bot

Key Improvements:

• 40% faster query resolution vs. previous email support
• 30% increase in repeat purchases from engaged users
• 92% satisfaction among senior users with dedicated agent access

✅ Balanced automation – Bot handled routine tasks while agents focused on complex cases
✅ Inclusive design – Specialized support for less tech-savvy customers
✅ Closed-loop system – From inquiry to purchase without switching platforms

Technology Stack:

• WhatsApp Business API
• E-commerce platform integration
• AI-powered conversational bot
• CRM-powered contact center

(Transform your customer service with conversational commerce. [Contact our experts].)

Key Features:
• Order status automation
• Senior-friendly agent transfer
• 24/7 multilingual support
• Satisfaction measurement tools
• Promotional message capabilities