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Artificial Intelligence and the eCommerce customer service conversation: what NOT to bot!

Michiel Gaasterland
Dec 11, 2018 Michiel Gaasterland

In What to Bot, the first of this two-part mini-series, we cut through the AI hype and ended by offering a simple formula to help you decide whether to bot or not. Overall, the answer was a resounding, yes!

But not everything that can be botted should be.

Artificial Intelligence and the eCommerce customer service conversation: what to bot!

Michiel Gaasterland
Nov 22, 2018 Michiel Gaasterland

AI and chatbots have been such a huge topic for us and our customers at ROBIN this past 12 months that we’ve put together a two-part, deep-dive blog post in which we will help you: 

  • Cut through the BS around AI and chatbots;
  • Figure out what to bot and what not to bot; and
  • Win at customer service in a future that will be dominated by those who get the best out of both tech and humans.

Should your E-Commerce store offer a WOW service experience to grow like Zappos?

Michiel Gaasterland
Jan 28, 2015 Michiel Gaasterland

 

At ROBIN we are 100% dedicated to offer our customers amazing support. It’s what we live for. It’s our vision, passion and strategy all rolled up in one. But hey, we’re a customer service software company. Our customers would expect nothing less than amazing support.

The shining customer service example in E-Commerce is Zappos. Their #1 core value is to deliver ‘WOW’ through service and they have build a multi-million dollar business out of it. It’s often advocated on marketing blogs that your E-Commerce store should also aspire to deliver ‘WOW’ through service to attain customer service nirvana - like Zappos did.

But is that the right advice? Should that be your customer service goal? Let’s take a closer look at 'customer delight’ and ask: is it marketing spin or a valid growth strategy?

ROBIN releases API. Are you the first developer to connect a new e-commerce platform to ROBIN?

Michiel Gaasterland
Mar 4, 2014 Michiel Gaasterland


Today, I am happy to announce that we released our API. It means that any web store can now enrich their ROBIN customer service dashboard with e-commerce data, regardless of the e-commerce platform they’re using.

ROBIN is an online customer service dashboard made for web store teams. We help them provide better and faster customer service, in less time.

Developers who wish to use the API to build a connection between an e-commerce platform and ROBIN can request an API key and API secret (password) via the ROBIN support site.

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