AI Chatbot Development for WallTerra’s Customer Support

WallTerra is an online distributor of high-quality acoustic wood wall panels that bring style and function to any space, whether it’s your home or a commercial project.

WallTerra.com

With an expanding product line and a growing customer base, WallTerra needed a more efficient way to manage customer inquiries and support requests on its website. While traditional customer service channels were still in place, it wanted a scalable solution to handle common queries and provide real-time assistance 24/7.

WallTerra approached Convergine to develop an AI-powered chatbot that could instantly engage customers, provide quick answers, and guide them through shopping. The goal was to reduce friction during the customer experience using modern technologies, whether users sought product information, assistance navigating the website, or help completing their purchase.

• 24/7 Real-Time Assistance
  The AI chatbot offers customers immediate support, regardless of time or location. This ensures that users can receive the help they need anytime, even outside traditional business hours.
  
• Guided Navigation
  The chatbot assists users in navigating the WallTerra website, helping them find product categories, specific items, and essential pages like the checkout or shipping information. This makes the shopping journey smoother and more intuitive, especially for first-time visitors.
  
• Product Information Support
  Customers can ask questions about specific products, such as dimensions, materials, and installation instructions. The AI chatbot provides accurate and detailed responses, helping users make informed purchasing decisions without waiting for human customer support.
  
• Purchase Assistance
  If users encounter any issues while completing their purchase, the chatbot can guide them through the checkout process, offering assistance with payment methods, shipping options, or account creation.
  
• Contextual Responses through Prompt Development:
  By leveraging tailored prompt development, the chatbot was trained to respond contextually based on WallTerra’s product line, brand tone, and specific customer needs. This customization ensures that the chatbot provides accurate, brand-aligned responses that help maintain consistency across all customer interactions.

Integrating the AI-powered chatbot has significantly improved customer engagement and satisfaction on the WallTerra website. Key outcomes include:

• Increased Customer Engagement
  The AI chatbot provides instant support, encouraging customers to interact more with the website and explore its product offerings in greater detail.
  
• Reduced Customer Support Workload
  By handling routine queries and common issues, the chatbot has freed up WallTerra’s human customer service team to focus on more complex inquiries, improving overall efficiency.
  
• Enhanced User Experience
  Customers now enjoy a more streamlined, intuitive shopping experience, with quick and easy access to the information they need—product details, site navigation, or help completing a purchase.
  
• Higher Conversion Rates
  The chatbot’s real-time assistance makes customers less likely to abandon their carts, increasing completed purchases and overall sales.