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E-commerce phone system

Experiment #1159th April, 2021by Joshua Nussbaum

Many e-commerce stores handle support via phone calls. In this experiment, I look at reducing the call volume by adding some inteligence to the phone system, so that it can handle common tasks, like:

  • Checking an order’s status
  • Handling a refund request
  • Requesting a callback

The nice thing is your don’t need much security if you respond through e-mail. ie, the customer enters their order number, and they get an email with the status. So it avoids privacy issues. (see example below)




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