In addition to answering shopper inquiries about product details and providing product recommendations, Rep's AI can take care of support-related tasks for you.
Rep's Support Skills automate support processes and reduce human-handled support tickets.
If your plan currently only includes Sales Skills, you can learn how to add Support Skills to your plan by visiting the following Rep help center article: Upgrade or downgrade your plan - Section: Add sales or support skills
Navigate to Support Skills
- Log into the Rep Console at the following link: https://app.hellorep.ai/home
- In the left-hand menu, navigate to AI Training > Support Skills
- On the Support Skills page, you will see the list of available skills.
You can enable or disable any Support Skill using the toggle in the upper left corner of the respective Support Skill panel. You can also click Edit Settings to configure the skill further.
Available Support Skills
Currently, the following Support Skills are available:
- Cancel Order
- Change Order Address
- Order Status
- Returns / Exchanges
The Rep team constantly improves the app experience by releasing new Support Skills.
Some upcoming skills include:
- Subscriptions
- Repeat Last Order
Cancel Order
Under Cancel Order settings, you can set a time limit for Rep handling order cancellations. To enable this feature:
- Check the box next to Limit cancellation by time.
- In the field below, enter the number of hours after order creation during which cancellations are allowed (under the condition that the order hasn't shipped yet).
You can also customize Rep’s reply to shoppers in the following situations:
-
The shopper requests to cancel an order after the time limit has passed (if the time limit is enabled).
-
The order has shipped, but the shopper has not received a confirmation email.
-
The order has shipped, and the shopper has received a confirmation email.
Change Order Address
Under Change Order Address settings, you can set a time limit for Rep handling order address changes. To enable this feature:
- Check the box next to Limit change of address by time.
- In the field below, enter the number of hours after order creation during which changing the address is allowed (under the condition that the order hasn't shipped yet).
You can also customize Rep’s reply to shoppers in the following situations:
- The shopper requests to change the order address after the time limit has passed (if the time limit is enabled).
- The order is being processed.
- The order has been shipped.
Order Status
Enabling the Order Status skill allows Rep to provide order status information when shoppers inquire. Rep will provide order details and a tracking link (if available) when shoppers ask questions like "Where is my order?" (WISMO).
Under the Order Status settings, you can choose which identifying information Rep will request when verifying the shopper and order.
Rep will always ask for the order number and email address first. You can set which other identifier Rep will use if the shopper doesn't know their order number. You can choose any of the following:
- Phone Number
- Name
- Address
- ZIP Code
Returns / Exchanges
The Returns / Exchanges skill currently requires an active Loop account. You can learn more about Loop at the following link: https://www.loopreturns.com/
Under the Returns / Exchanges settings, you can set the following time period:
Allow return/exchange if the order was places less than __ days ago, and if the order is eligible for return/exchange, navigate the customer to the Returns portal.
Fill in the blank with the desired number of days.
You can also customize Rep's reply to shoppers when the allowed time period has passed.
Finally, you can set the number of days for the following:
- Notify the customer that returns are generally processed within __ business days upon receipt by the returns department.
- Ask the customer to allow extra __ business days for the refund to reflect in the account.
Human support hand-off
If the shopper asks a question for which Rep cannot find the answer, requests an action that Rep cannot perform, or asks to connect with a human, Rep can connect the shopper with your human support team.
Note: This feature is available for all Rep plans - including plans with Sales Skills, Support Skills, or both (Concierge Bundle).
To learn more about human support hand-off features, including email and live chat, please visit the following Rep help center article: Live chat features in Rep.
Need help or advice? Reach out to us at: support@hellorep.ai