Bis-electric is a French company specializing in online sales of electrical equipment for professionals. A fAibrik client since 2022, they use our platform to centralize requests, automate repetitive tasks, and improve customer service efficiency.
The challenge: managing massive volume of low-value requests
On ManoMano and ManoManoPro marketplaces, Bis-Electric receives over 400 requests per month on average. 85% of these concern a simple invoice request. However, these invoices aren’t always available at the time of request. They must be systematically generated and sent manually by the support team.
Concretely, the agent must follow these steps:
- Check the request
- Log into the back office and find the relevant order
- Manually generate the invoice on their computer
- Write an email and attach the invoice
This is a time-consuming process. It provides no direct added value for the company. But it’s essential to satisfy customers.
The challenge was to automate this repetitive flow. This would free up time for the support team. They could then focus on more complex requests.
The gain was twofold: a more efficient support team and satisfied customers thanks to immediate responses.
In e-commerce, every interaction counts. The after-sales experience is as decisive as pre-sales for creating lasting relationships. What’s more frustrating than waiting several hours (or days) for a simple document?
Providing an immediate response to a recurring request is a simple gesture. But it’s a real loyalty driver.
Implementing customer service automation with fAibrik
In a continuous improvement approach, Bis-Electric chose to automate invoice sending to customers on ManoMano. Already a fAibrik client for three years, the company had implemented several essential building blocks for customer service automation:
- Centralization of requests
- AI message analysis
- Connection to back-office tools like ShoppingFeed and Magento
They only needed to configure the platform to automatically trigger invoice sending.
Concretely, fAIbrik set up an intelligent agent. This agent connects to Bis-Electric’s CMS. It checks invoice availability. Then it sends the invoice directly to the customer. If the invoice isn’t available yet, the agent retries at regular intervals. It continues until it can respond automatically.
Here’s how the platform orchestrates this customer service automation, step by step:
Step 1: request centralization (omnichannel)
The fAibrik platform centralizes all Bis-Electric customer requests. For an e-merchant, having an omnichannel tool is essential. Customer requests can come from many channels: emails, social media, calls, marketplaces, or contact forms.
Centralizing different messages allowed faster request processing. It improved information retrieval. It reduced errors.
Step 2: ticket analysis
AI then analyzes each message. It deduces several pieces of essential information for processing : it identifies the request type (invoice request, package tracking, customer service, etc.), and it detects customer sentiment.
This analysis allows AI to know whether the response should be automated or not. In the case of automation, AI sends the invoice with a message adapted to the brand tone. Otherwise, for simple assistance, the information helps prioritize and assign tickets.
Step 3: connection to internal tools
The fAibrik platform then connects to the company’s CMS and billing system. It retrieves customer data. It automatically searches for or generates the requested invoice.
Step 4: automatic invoice sending
Once ready, the invoice is sent with a message in the brand tone. It’s sent via the original channel. The customer gets their response just in time. No human intervention required.
Results achieved by Bis-Electric
By automating invoice generation and sending, Bis-Electric observed several advantages for their support team and customers:
- 85% of tickets on ManoMano are now processed automatically, without human intervention
- Several days of work saved each month for the support team, who can refocus on higher-value tasks
- The time freed up allowed opening a WhatsApp channel (still centralized) for smoother support before and after purchase
- Increased customer satisfaction thanks to a smoother customer experience, fast responses, and personalized service on all channels
A customer service automation case transferable to your needs
Other e-merchants like Kids Around or The Agent (present on Amazon, Zalando, or Veepee) have also chosen fAibrik. They automated recurring low-value tasks. These include invoice management or purchase order entry. They strengthened their customer relationships.
Our tips for smart customer service automation
Choose wisely what should be automated
At fAibrik, we’re convinced of one thing: AI doesn’t replace humans. It makes them more efficient. Not all tasks should be automated. Some require empathy. They need nuance. They need professional experience that AI cannot match. This is due to customer emotion or situation subtlety. For example, other customer service tasks that can be intelligently automated include:
- Responses to positive customer reviews or reviews without comments
- Answers to frequently asked questions with a chatbot
In short, customer service automation, yes. As long as it respects what’s essential: the quality of the relationship with your customers.
Criteria to consider for your choice
To know if a task deserves automation, verify it will maximize your return on investment. Here are 4 criteria to guide your choice:
Frequency: When a request comes back every day, or several times a day, automating it saves time on a large scale. It stabilizes flows.
Volume: The more similar requests you process, the higher the potential gains.
Added value: If a task mobilizes your teams without requiring specific thought or interaction, it probably deserves to be delegated to a machine.
Processing time: If each request takes more than a few seconds, automation quickly saves precious time.
You also want to automate your customer service?
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