Thanks to the chatbot, frequent questions do not cost us a single extra second ⌚

A fast response to a customer's question and a higher order value. That is how Jan Houdek, owner of the online store Dokonalá káva, sees the biggest benefit of Smartsupp. We visited his shop in the Židenice district of Brno to find out how live chat combined with a chatbot helps him in everyday communication with customers. And the result was a pleasant surprise.

What led you to start using Smartsupp in your online store?

Smartsupp was recommended to me by a colleague in the industry and it made sense to me. When I put myself in the customer's shoes, email feels too slow. I do not really feel like calling. Chat is the fastest and the best solution.

On top of that, live chat lets you catch the customer at the moment when they are on the site dealing with something. Compared with the competition we work with that really conscientiously and try to handle questions as soon as possible. So when someone writes to me, it is fast and precise, and that is what it is about.

What caught your attention about the chatbot that made you set one up yourself?

I had seen a chatbot on other sites too and I was excited about how it can work. I am a person who likes everything reasonably fast and precise. I do not enjoy writing back and forth with an agent myself, describing my problem and then answering a lot of their questions. A chatbot is very simple in this respect. With just a few clicks it takes me exactly where I need to go.

How should a chatbot ideally work, in your view?

The way you have it now suits me. When a customer arrives on the site, they should always have the option of talking to an agent. But the bot should always pop up first, to work out whether an agent really needs to attend to the customer. A lot of people choose that they want to talk to a person when it is completely unnecessary. In the end, the agent handles many standardised questions over and over again.

Where do you see the biggest advantages of using a chatbot?

Fast resolution of questions and a higher number of orders. Repetitive questions have also disappeared. Essentially it is convenience for me and convenience for the customer. On top of that, when I automate repeated answers, I save on customer support.

Because customer service matters to us, the human factor will of course always play a role. On the other hand, there is no point in me dealing with the same question over and over. Or in having an agent standing by to handle the same thing again and again. We used to handle it by copying prepared answers. But a chatbot is much simpler in this respect. Thanks to it I solve a lot of questions without it costing me a single second.

Since you switched the chatbot on, has the number of questions gone down?

I would say that since we have had the chatbot on, we actually have even more questions. :D But it is true that not as many people ask me about choosing coffee any more. I set the chatbot up exactly for the question of how to choose coffee, because we used to get it five or six times a day and that does not happen now. Since we have had the chatbot, those questions have largely gone away.

What is the biggest benefit of Smartsupp on your site?

A fast response to a customer's question and a higher order value. From the customer service point of view, that is the most essential thing for me. People praise us for being able to solve their questions quickly and give good advice.

Customer service is very important to us and Smartsupp is the tool that helps us deliver it. So I want to have live chat always. There are plenty of things a person may want to deal with that do not fit into the boxes a chatbot offers. But the chatbot is the first line, so customers go through it first and answer some questions themselves before they get in touch with us. And ideally, by the time an agent joins, the information gathered through the chatbot tells them what to look for, which saves time.

**Did the way Dokonalá káva uses its chatbot catch your interest? Take a look at their website, where you can see it and take inspiration. And if we ever fancy a truly perfect coffee, Smartsupp definitely recommends them. ☕👌**