How Xenos deploys chatbot to improve customer experience with damaged products
Meet Xenna
60%
Of all customer contact starts with chatbot Xenna
35%
Of all the queries automated with the flow damaged products
45%
Reduction of hours in the Xenos customer contact team
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Xenos is the most surprising and fun omnichannel retailer for cozy moments at home with a fast-changing and pleasantly priced assortment in food and non-food. They want to provide their customers with a warm and cordial approach and good service, even if something goes wrong with an item. This is how Xenos stays true to its promise: a pleasantly priced range with a good value for money. The range is accessible and you get value for money.
The challenge: efficient handling of damaged products
Sometimes, unfortunately, an online order arrives damaged. For customers, this is frustrating; they can't use the product and want a quick fix. Previously, this had to be handled manually, which meant customers contacted customer service multiple times. This caused unnecessary communication back and forth, while the value of the product was often not high. Xenos saw an opportunity here to make the process smarter and more efficient. A solution that helps customers faster, reduces the pressure on customer service and makes handling easier.
The solution
To provide customers with a smoother experience, Xenos has implemented an automated solution that gives them more control. Through a conversation with chatbot Xenna, customers can easily look up their order and indicate which product is damaged. Once this is communicated, an automated flow starts that ensures customers receive an immediate refund or a replacement product, with no extra handling or waiting time.
This solution offers multiple benefits. Customers receive their refunds faster, while employees spend less time processing claims. In addition, this solution is available 24/7, so customers are no longer bound by customer service opening hours and they can submit their request at any time. With this, Xenos is taking an important step in the further digitalization of their customer service. Chatbot Xenna forms a solid foundation for future innovations, with which Xenos continues to work on efficient and customer-oriented service.
Way forward
Xenos has laid a solid foundation for further automation and digitalization. An important next step is to set up the knowledge base so that Xenna can handle even more customer questions independently. As a result, customers will receive answers faster, be able to ask their questions 24/7 and the pressure on customer service will be further reduced.
VANAD Digital looks forward to continuing this successful partnership and supporting Xenos with the next steps in their digital transformation!