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New AI platform for Quiz

By Retail Technology | Thursday January 7 2021

Fast fashion brand Quiz has partnered with a new AI platform to enhance its post-purchase customer support

Using HelloDone’s platform, Quiz customers can now get instant answers to questions about their orders using Facebook Messenger. 

For example, customers can simply message “Where is my order?” and receive a reply within seconds with the latest delivery status and estimated time of arrival. 

All subsequent updates and queries stay within the same chat, so all the information they need is available in one place, with no need to bounce between multiple communication channels or email threads. 

Easier access

As well as keeping customers better informed about the progress of their orders, the new platform will give them easier access to carrier services, such as parcel redirect so customers can reschedule their delivery or ask for it to be left in a secure location. This messaging support should be extended to include exchanges and returns later this year.

Haroun Saleemi, head of ecommerce for Quiz, said: “We know that our loyal customers want to speak directly to us about their orders, in plain English and at whatever time is convenient to them. They want to know where it is from the moment they hit the buy button until it arrives at their doorstep. And if they have questions, they want answers in minutes not days.”

 

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