Print Solutions
Essex based online printer Solopress has recruited a new key player to aid its mission to provide outstanding customer service: Sally the Chatbot.
The new chatbot is integrated into the site’s existing ‘live chat’ function and has the capacity to answer basic queries and carry out a host of checks and changes that customers commonly request, but without being restricted to office hours.
While Sally the Chatbot has been equipped with a polite and supportive demeanour, there is certainly no intention to pass her off as human. Managing director Simon Cooper is keen to stress that Sally is an enhancement, not a replacement, to Solopress’ existing set up.
He said, ‘First and foremost, Sally is here for our customers. We want to cut down hold time and resolve simple queries as quickly as possible.
‘We know not everyone loves a bot. That is why we have put measures in place to ensure that, within office hours, the customer is only ever a click or a call away from interacting with one of the team.’
Whenever customers wish to enquire about jobs, Sally is ready and waiting 24 hours a day to track orders, amend addresses, change delivery dates, upgrade courier options, put jobs on hold and provide quotes. For more in-depth enquiries, Solopress’ existing customer service capacity remains the same.
‘Customer service remains a central part of the Solopress business model,’ said Simon, ‘and we pride ourselves on the availability of our advisers, account managers and dedicated artworkers, who will always be on hand to assist in any way they can.’
Solopress phone lines remain open from 9 am to 5 pm, Monday to Friday, but having Sally on board means customers can now get in touch anytime, day or night, to track or amend their orders.
To start a text chat with Sally the Chatbot, all customers need to do is click on her icon at the bottom right of any page at solopress.com
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