QUIZ, the omni-channel fast-fashion brand, has partnered with AI platform HelloDone to revolutionise its post-purchase customer support.
Thanks to HelloDone’s innovative technology, QUIZ customers can 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.
With more customers wanting QUIZ products delivered to their homes, the brand is committed to giving them the best possible experience from the moment they hit the ‘buy’ button, all the way to the front door.
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 e-commerce, QUIZ, commented: “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. We’re excited to be partnering with HelloDone to make it even easier for our customers to shop with us.”
“QUIZ has been leading the charge in adopting AI to enhance its e-commerce proposition,” added HelloDone CEO Ed Hodges. “Haroun and his team are so passionate about delivering great customer experiences on and offline. It’s a pleasure to be supporting them with their mission to make it easier for QUIZ customers to ‘get stuff done’”.