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Case Study
With Maksym Letushov, Head of the SENS online bookstore
SENS is a bookstore that opened its doors at the end of 2021 and quickly gained popularity thanks to its unique concept. Combining the functionality of an online store with the atmosphere of a bookstore-cafe, SENS creates a comfortable space for all book lovers.
The growing popularity of SENS and the increasing number of customers required the implementation of innovative solutions to improve service quality and strengthen customer loyalty. The store needed to ensure prompt and efficient service, particularly by quickly responding to inquiries about the product range, payment options, and delivery terms.
To address these challenges, SENS chose the omnichannel platform ConnectiveOne. Thanks to our tool, customers can quickly find and order books, as well as receive up-to-date information about company news, prices, payment terms, delivery, and returns. The platform also offers the opportunity to chat with a live consultant in real time. Users can contact an operator both through the website and via the Telegram messenger.
Maksym Letushov
Head of the SENS Online Bookstore
Automated and direct communication with customers has helped better understand their needs and improve the analysis of inquiries, leading to enhanced services. Support has become faster, and thanks to the ability to handle a large number of customers simultaneously 24/7, efficiency has significantly increased. A positive impression of the company and customer loyalty grow due to the convenience of using the chatbot, encouraging repeat purchases. For employees, it's beneficial to have all customer communication channels unified in a single interface, simplifying their work.
"A chatbot is an indispensable tool for any company offering products or services online. It significantly improves customer interaction and optimizes processes, enhancing their efficiency."
ConnectiveOne offers significant advantages from a technical standpoint. Integration with CRM and databases is quick and seamless, and the customization options allow the chatbot to be tailored to specific needs. The platform demonstrates high reliability, operating smoothly even under heavy loads. Data security is ensured by reliable international servers on which the system is hosted.
Maksym Letushov
Head of the SENS Online Bookstore
