The customer asks about an order
The agent checks the management system and delivery tracking and answers with what is on record, without making up dates.
What it does for your company
- One queueWhatsApp, email and website messages arrive in the same place, with each customer's history in view.
- Order and delivery statusChecks your management system and delivery tracking and tells the customer where the order is and when it should arrive.
- Requests with an owner and a deadlineExchange, invoice copy, address change: the agent opens the request, assigns the owner by your rules and follows up until the customer has an answer.
- Handover to a personA complaint, a sensitive topic or a customer request: the conversation goes to your team with a summary ready, so the customer doesn't have to repeat the story.
- Questions that keep coming backEvery week, the team gets the most frequent questions, to improve answers, pages and processes.
How it works with your team
The agent handles the queue: it answers what is in your systems, organizes requests and keeps internal deadlines in view. Your team keeps what calls for listening and judgment: complaints, exceptions and sensitive conversations.
Every conversation is logged with the customer's history, so anyone on the team can pick up where the agent left off.
Systems and channels
- WaWhatsApp
- WsWebsite and forms
- ERPManagement system (ERP)
- ChSupport tickets
- LvOnline store
- CRMCRM
Skills
Message queueOrder statusDelivery trackingOpening requestsHandover to the teamQuestion summary
How the Customer Service Agent works
From the customer's message to a resolved request
Illustrative examples, with fictitious companies and people.
One queue for every channel
WhatsApp, email and website in the same place, each conversation with its status in view.
A request with an owner and a deadline
The agent opens the request, assigns the owner by your rules and reminds the team until the customer gets an answer.
Complaints go to a person
When a customer complains or the topic is sensitive, the agent hands the conversation to your team with the summary ready.
Requests in progress
The team sees each open request, who owns it and when the internal deadline is.
The week's questions in one summary
On Friday, the team gets the questions that came up most, with suggestions for answering them better.
You stay in control
Clear limits, agreed in advance
Before it starts, you decide what the agent does, what it asks and what always stays with your team. You can change this at any moment.
Talk about this agentDoes within your rules
- Answer about order and delivery status by checking your systems
- Open requests with an owner and a deadline, following your rules
- Remind the team about requests close to their deadline
Lets you know and asks first
- A complaint or an unhappy customer
- A sensitive topic or a question the agent can't answer
- A customer who asks to talk to a person
Never does
- Make up a delivery date the system doesn't show
- Promise a refund, exchange or condition you haven't approved
- Make it hard to reach a person when the customer asks
Frequently asked questions
Common questions
Does the agent replace my customer service team?
No. It handles the repetitive questions and keeps the queue organized. Complaints, exceptions and sensitive conversations stay with your team.
How does the agent know where an order is?
It checks the systems your company already uses, such as your management system, online store and delivery tracking. If the information isn't there, it doesn't guess: it opens a request for the team.
Can the customer talk to a person?
Yes, whenever they ask. The agent introduces itself as your company's assistant and passes the conversation to the team with the history, so the customer doesn't have to repeat anything.
Does it work with the channels I already use?
Yes. WhatsApp, email and your website form all go into the same queue. The diagnosis shows how to connect the agent to your systems. When a connection is missing, ZDZCloud builds it.
Services
The technology that comes with this agent
AI agent creation
A new agent for the routine only your company has, with rules written together with your team and a start followed up closely.
See the service
Software development
Web systems, apps, customer portals and APIs built for your operation, with tests and review in every version.
See the service
Ongoing support and evolution
Ongoing care for the systems and agents already in use: monitoring, fixes, small improvements and rules adjusted when the business changes.
See the service
Start with the routine that weighs the most. We can talk about the rest.
Talk to ZDZCloud on WhatsApp: +55 11 97689-4645