We have always said it : the chatbot is an indispensable tool and a real ally for e-commerce issues. A chatbot can offload customer service, ensure lead collection and help your users choose items as a personal shopper of choice. Anne-Laure Billion du Plan, founder of the website La Pépixterie, 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 use case and this perfectly built chatbot and share her lessons learned. In this interview, she explains how she put the chatbot’s features into practice to make it an effective personal assistant. Read to the end, there are many lessons to learn!
Introduce yourself and your company
Anne-Laure Billion du Plan, founder of La Pépixterie.
La Pépixterie is the first online concept-store of emerging and committed designers’ bags for hedonistic city dwellers. We offer a selection of bags and accessories for women, men and young parents. Highly designed and durable leather goods to wear every day.
What were your issues before launching your chatbot?
We wanted to offer a solution that would allow us to provide both continuous 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 allows :
- to offer a continuous and personalized online customer service with guided and personalized response paths based on the customer’s answers and the use of AI.
- to propose an online personal shopper guiding the customer towards a selection of bags and accessories according to his preferences and desires of the moment
Why did you choose the Botnation solution?
A good value for money, the possibility to have a chatbot in FR and EN, the pedagogical ergonomics of the configuration interface and the very fast, efficient and French online support and the very easy integration.
How did you build the chatbot? What was the creative process?
I put the question tree and question/answer path outside the tool before setting up the tool. Then I carried out test phases on short sequences of chatbot/client interaction to improve my settings. In a second step, in addition to the guided questions / answers, I integrated more AI in my chatbot by listing all possible customer questions / keywords, in order to manage direct and occasional requests (Christmas gifts, summer trends…) from customers.
Have you been able to measure the first results?
I was able to follow the use of the chatbot via the Botnation interface.
Would you have some advice for a company that also wants to launch a chatbot?
It is essential to start by precisely defining your needs, the objective being that the chatbot brings real added value to the customer experience and is not just an accessory. Moreover, it is important to compare the different tools on the market by taking into account all the aspects of the tool (ease of configuration, possibility of integration on website, social networks) and especially the support and live assistance when setting up your first chatbot.