Flow
Customers often want the store information such as:
- Address
- Phone number
- Hours
Providing this information in a bot will reduce friction by keeping information in the conversation rather than sending the customer to the ‘Find a store’ page.
When designing a store information flow, you will need to provide access to the API that lists all stores in your network. When the customers ask for store information, ask them which zip code to use, so the bot can provide the information for the stores closest to the zip code. If the zip code is already available due to prior customer authentication, confirm that the customer wants to use that zip code before providing the information for the stores closest to that zip code.
Organize the stores’ information by distance to location and the details - address, phone number, hours - in a clear manner. You can also provide a link to the store information page and a link that opens a map to the selected location in another browser tab.
Design
To view a typical design for store information flow within a bot, click here.
Outcomes
By using a store information flow within your bot, you could see the following metrics:
- Higher containment
- Increase in CSAT