Itopya
Itopya uses Supsis Ai on WhatsApp and web chat to find products, compare them, suggest alternatives, and answer discount and installment questions. During business hours requests go to the right agent; after hours a task is opened and email goes to the customer, the agent and managers.
%88
Faster response time
%86
Higher customer satisfaction
%91
Requests resolved by automation
* The figures shown are illustrative and will be updated with brand approval.
Product search and comparison
Finding products on the site, comparing models and suggesting alternatives piled up on agents
Discount, installment and images
Discount checks, installment checks and product image recognition were answered by hand
After-hours drop-off
Customers arriving after hours were not recorded and the team was not notified
Challenge
Requests to find products on the site, compare models and suggest new ones, plus discount, installment and product-image questions, piled up on agents. Customers who wrote after hours were not recorded.
Solution
Supsis Ai connected WhatsApp and web chat for Itopya. Shoppers can find products on the site, compare them and get a new product suggestion. Discount lookup, installment lookup and product image recognition run in the chat. During business hours customers are transferred to the relevant agents. After hours a task is opened in the panel on the customer's behalf, and an email is sent to the customer, the agent and managers that the task was created.
Results
Itopya answers product and payment questions inside the chat. In-hours requests reach the right agent, and after-hours requests reach the team as a task and an email.