Customers looking to find updates on orders they have placed is one of the top volume drivers within Retail. Therefore, having an order status component to any bot will reduce friction by keeping information in the conversation rather than sending the customer to an order tracking page.
Order Status Flow
When providing an order status flow it's best practice to gain customer authentication or verify the customer details before providing the details of the order. Some of these verification methods could include the following:
- Order Reference
- First and Last name
- Email Address
- Telephone number
You will also need to have an API call available to retrieve the details of the order from an order management system to provide relevant information back to the customer - this could be by providing a list of the items or orders or just providing the relevant dates for the specific order provided.
It's also best practice to use custom events to measure resolution x abandonment rate which will give confirmation of real containment within the flow.
Design
To view a typical design for an order status flow within a bot, click here.
Outcomes
By using an order status flow within your bot, you could see the following metrics:
- Containment Rates of 18% or more
- Match rates of 80-90%
