CraftTalk chatbot introduced in Euroopt online food and consumer goods store

2022: CraftTalk Platform Rollout

On August 10, 2022, the company CraftTalk announced that, together Belarusian with its partner, "," NEWLAND Tech it had completed the introduction of intelligent chat boat customer support services, online store Eurowholesale including E-delivery, Emall and Europochta portals.

Scaling up the business and expanding the areas of service provision requires the automation of a significant part of service processes, including quick feedback in site chats and instant messengers. It is extremely important for our company to keep a high level of customer focus, - said Natalya Guchek, head of the contact center of the Euroopt online store. - We were looking for a solution that would provide omnichannel, develop response patterns, route dialogs and perform support instead of operators at night. All these features are implemented in the CraftTalk chat platform. With carefully prescribed scenarios for communication with clients and possible answers, the bot takes over most of the communication and significantly reduces the burden on contact center specialists. The implementation of CraftTalk allows us to stay in touch with customers online 24/7.

For August 2022, a user of E-delivery, Emall and Europochta services can choose a convenient option for him to place an appeal to the company - an assistant on the site, messengers Viber- Telegram and quickly get an answer to the question of interest. In site chats, a bot is configured that is responsible for client verification, automatic greeting, answers to typical questions and, if necessary, translating the dialogue to the operator. When performing correspondence, a contact center specialist can use a knowledge base with up-to-date information and convenient search, which significantly increases the speed of processing messages.

We were faced with the task of automating the process of text communication with clients of Internet resources e-dostavka.by and evropochta.by. Work phases included deploying the CraftTalk platform, connecting messaging systems to it, setting up chatbots, and training customer workers. A feature of this project is an extensive topic of possible user requests: ordering, payment methods, delivery, guarantees, returns, etc. We are constantly and painstakingly working on scripting the intended dialogues and message sequences, said Project Manager of the integrator company "NEWLAND Technologies" Nikita Ignatov.

We are glad that one of the organizations of Belarus has chosen the CraftTalk solution. The obtained data analysts showed an increase in the efficiency of the contact center of the Euroopt online store from the first weeks of launch, - summed up Adele Barkunova, manager for the development of the cloud product of the CraftTalk platform.