Case Study: Payless achieves faster, more personalized customer service with Botmaker

Payless - Customer Case Study

Payless, a major footwear retailer, sought to revolutionize its customer experience and reduce friction between its e-commerce platform and physical stores. To achieve this, they partnered with the vendor Botmaker to implement an automated service strategy.

Botmaker developed a sophisticated WhatsApp chatbot that helped customers navigate over 80,000 shoe options by considering their preferences. The bot also provided recommendations and, using geolocation, connected users to salespeople at nearby stores to close sales. This hybrid solution from Botmaker led to a 65% automation rate for queries, a 45% reduction in response time, and an 80% increase in customer satisfaction.

Payless

Diana Cardona

Head of Ecommerce Latam