Website chat
“Is the Nord lamp right for a twelve-square-metre room?”
Evo. Answers with the size and light output from the product sheet, and also suggests the smaller model.
Solved
A night of requests.
At 6 pm customer service closes. Customers don't: they write, call and ask in the chat. Here is what happens between 6 pm and 9 am when Evo is the one answering, and what the team finds in the morning.
One night, hour by hour
From 6 pm to 9 am.
Nine requests, four channels. Each row is a moment of the night: what comes in and what Evo does.
18:00
Customer service closes. Evo stays.
Email
“Where has my order 48213 got to?”
Evo. Looks up the order in the shop's system, connected to Evolus, and replies with the shipping status and the tracking link.
Solved
Phone
A customer calls: the lamp arrived with the glass broken.
Evo. The phone service answers, takes the order number, explains how to send the photos and opens the return request. The transcript lands in the team's inbox.
Request opened
WhatsApp
“Do you ship to Switzerland too?”
Evo. Replies on the shop's WhatsApp number with shipping costs and times for abroad.
Solved
Email
A request in German about delivery times.
Evo. Replies in German, with the same information it would give in Italian.
Solved
Website chat
“I need thirty lamps for my restaurant, can I speak to someone?”
Evo. Recognises a sales request: collects name, contact details and quantities, doesn't make up prices and promises a call in the morning.
To the team
Email
A customer writes for the third time about the same refund.
Evo. Recognises the case already open and the tone of the message: it doesn't improvise, reassures the customer and moves the case to the top of the team's queue.
To the team
Phone
“Can I change the delivery address?”
Evo. The phone service takes the new address, opens the change request and explains that confirmation will follow by email.
Request opened
Website chat
“What time do you open?”
Evo. Replies with the opening hours and the support contacts.
Solved
The morning after.
When the team switches on, a summary is waiting: what is already solved, what needs a person and how urgently. Every request to follow up already has everything: who wrote, what they wanted, what they were told.
These are the numbers of this example night, not a measurement.
- 5solved by Evo
- 2requests opened, with the details
- 2passed to the team, with the context
What makes it possible
Who worked last night.
Four tools, the same information: whoever writes, calls or asks in the chat gets the same answer.
- 01
Website widget
Answers in the website chat at any hour, with the product sheets and the shop's terms, and collects the details of anyone who wants to talk to a person.
From the Starter plan
- 02
AI phone service
Answers the phone, opens requests and transcribes every call. From the Growth plan, during office hours it hands the call to a colleague with the context.
From the Starter plan, transcription included
- 03
Specialised agents
A WhatsApp agent that knows shipping, returns and the catalogue, and replies on the company number.
From the Starter plan, with 3 agents
- 04
Digital employee
Looks after the support inbox: reads, replies, recognises cases already open and prepares the team's summary in the morning.
From the Growth plan, €99 a month per seat
Frequently asked questions
What people ask us.
Does Evo answer even when it doesn't know the answer?
No. It answers with the information you give it: documents, website pages, procedures. When a question goes beyond that it says so, and passes the request to a person with a summary of what was asked.
Do customers know they are talking to an AI?
Yes. Evo never pretends to be a person: the phone service introduces itself as an AI assistant at the start of every call, and in writing it says so to anyone who asks.
Can it see our shop's orders?
Yes, if you connect your e-commerce or management system with a connector. Evo only sees what you give it access to. Custom integrations are available from the Business plan.
What happens to the difficult cases?
They go to a person, following the rules you write: an unhappy customer, a refund above a certain amount, a sensitive topic. Whoever takes the case finds the conversation and the summary, without making the customer repeat anything.
How many languages does it answer in?
In the language of whoever writes or calls, among those you switch on. Chat, email and phone service can work in several languages with the same information.
Where should we start?
With the channel that loses the most requests today: usually the phone after hours or the website chat. The others follow, with the information you have already prepared.
What is your customer care's night like?
Tell us how many requests come in and through which channels: we'll show you where to start.