Summer may be coming to an end, but things are heating up here at Flip HQ.
By heating up, we mean getting predictive. And not in the “this AI is hallucinating” kind of way.
Nope. We’re getting predictive as in, we’ve got piles of data from millions upon millions of calls, and our AI now uses that data to predictively suggest help topics at the start of a call based on what the caller’s order status is.
So what does that mean? Well, it can mean a handful of things.
If a shopper with your brand just placed an order and calls not long after, odds are they are calling to cancel their order before it ships – as an example.
Or if the caller’s order has already shipped, it’s likely they are either calling to find out where their order is, or start a return or exchange.
Or maybe their order has been delivered – you can bet that they are calling about any one of a number of things: they want to start a return, they’re inquiring about a warranty, they need to report the delivered item as damaged and needs replacing, there’s an item missing from their order, or they’ve got a technical question about the product they’ve received.
OR MAYBE the caller has a subscription with you, their monthly order just shipped, and they want to change item quantities moving forward, or change items altogether.
In any and all cases, when a customer of yours calls, Flip looks at the precise details of their order’s shipping and delivery status and then anticipates why they might be calling, then serves up helpful suggested paths to the caller.
It’s that kind of smart pre-tailored support that helps guide callers to self-serve – and the best part is Flip users don’t have to do anything to turn it on. It’s built in and already assisting your customers.
To hear what this sounds like in action, check out this week’s video where Kristina dives in to two call examples, with a side of zombie gnomes.
If this is just the kind of thing your brand and customers need, set up time with us. We can definitely get you up and automating calls before peak season heats up.
