The appliance and consumer electronics distributor Worten will incorporate 25 expert advisers dedicated exclusively to meet any customer needs via chat, for 12 hours a day, in a more human way. From the company they assure that this will be able to multiply the conversion by seven typical of an online user.
As we can see on its website, the new service, called “Worten Responds”is done through a tool that uses a motor artificial intelligence and that seeks, mainly, to humanize contact with users. Advisors, who will attend to any need from 7:00 a.m. to 11:00 p.m. from Monday to Saturdaywere trained with some of the main manufacturers present on the Worten website so that they know their technological innovations perfectly.
Move from physical store to online
Until now, the company did not have a chatbot service and only 5 people were in charge of answering queries in the manufacturers’ chat program. Initially, attention to the public was centralized in the physical store, but the new needs of the market made the company move the service online. That step was done through two pilots co-developed with HP and Intel, which continue to work in parallel and allow the manufacturer to respond directly. What Worten has done by hiring LivePerson is attend categories not served by other manufacturers.
In this way, Worten commitment to a more efficient and close serviceseeking to understand the intentions of users in real time. “Our business is mainly focused on the online channel and we want worten.es users to feel perfectly cared for, that they know that through our website they can have all the information they need about any product and in real time. We believe that this service is essential to offer an optimal shopping experience”points Fernando Siles, Head of Online Marketing from Worten Spain.
Worten is one of the main references in the sector of distribution of household appliances and consumer electronics. For several years the company has decided bet on a digitization process focused on its online channel in which its customers can have more than a million products.
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