We’ve always said it: the chatbot is an indispensable tool and a true ally for e-commerce issues. A chatbot can take the load off customer service, ensure lead collection and help your web users choose items as a personal shopper of choice. Anne-Laure Billion du Plan, founder of the La Pépixterie website, has been a Botnation customer for over 2 years, and has created an intuitive chatbot to help her customers find the handbag of their dreams!
We interviewed Anne-Laure to present this perfectly constructed use case and chatbot, and share her lessons learned. In this interview, she explains how she put the chatbot’s features into practice to turn it into an effective personal assistant. Read on, there are plenty of lessons to be learned!
Introduce yourself and your company
Anne-Laure Billion du Plan, founder of La Pépixterie.
La Pépixterie is the first online concept-store for bags by emerging and committed designers for hedonistic city dwellers. We offer a selection of bags and accessories for women, men and young parents. We offer a selection of designer bags and accessories for women, men and young parents.
What issues did you face before launching your chatbot?
We wanted to offer a solution that would provide both ongoing customer service and personalized online assistance in finding your bag.
How did you come to the conclusion that a chatbot would meet these needs?
The chatbot is the ideal solution for us in improving customer relations and a personalized digital experience because it enables :
- offer continuous, personalized online customer service with guided, personalized response paths based on customer responses and the use of AI.
- offer an online personal shopper to guide customers towards a selection of bags and accessories based on their current preferences and desires
Why choose Botnation?
Good value for money, the possibility of having a chatbot in FR and EN, the pedagogical ergonomics of the configuration interface and the very fast, efficient online support in French, and very easy integration.
How did you build the chatbot? What was the creation process?
I set up the tree structure of questions and question/answer paths outside the tool before configuring the tool. Then I carried out test phases on short chatbot/customer interaction sequences to improve my settings. In a second phase, in addition to guided questions/answers, I integrated more AI into my chatbot by listing all possible customer questions/keywords, in order to manage direct and occasional customer requests (Christmas gifts, summer trends…).
Have you seen any initial results?
I was able to follow the use of the chatbot via the Botnation interface.
Would you have any advice for a company that also wants to launch a chatbot?
It’s essential to start by defining your needs precisely, the aim being to ensure that the chatbot adds real value to the customer journey, rather than being just an accessory. In addition, it’s important to compare the different tools on the market, taking into account all aspects of the tool (ease of parameterization, possibility of integration on website, social networks) and above all the support and live assistance modalities when setting up your first chatbot.
