Bis-Electric is a French company specializing in online sales of electrical equipment for professionals. A fAibrik customer since 2022, it relies on our platform to centralize requests, automate repetitive tasks, and boost its customer service efficiency.
Bis-Electric is a French company specializing in online sales of electrical equipment for professionals. A fAibrik customer since 2022, it relies on our platform to centralize requests, automate repetitive tasks, and boost its customer service efficiency.
On the ManoMano and ManoManoPro marketplaces, Bis-Electric receives an average of over 400 requests per month. Of these, 85% involve a simple invoice request. However, these invoices aren’t always available at the time of the request and must systematically be generated and sent manually by the support team. In practice, the agent must follow these steps:
A time-consuming process with no direct value for the business, essential for keeping customers happy. The goal was to automate this repetitive workflow to free up the support team’s time, allowing them to focus on more complex requests. The benefits were twofold: a more efficient support team and customers satisfied with instant responses. In e-commerce, every interaction matters. Post-sale experience is just as critical as pre-sale for building lasting relationships. And what’s more frustrating than waiting hours (or days) for a simple document? Providing an immediate response to a recurring request is a small gesture, a powerful loyalty driver.
As part of its continuous customer service improvement efforts, Bis-Electric chose to automate invoice delivery to its customers on ManoMano. Already a fAibrik customer for three years, the company had already implemented key modules to automate part of its customer service: centralizing requests, analyzing messages with AI, and connecting to back-office tools like ShoppingFeed and Magento. All that remained was configuring the platform to trigger automatic invoice delivery.
Specifically, fAibrik deployed an intelligent agent capable of logging into Bis-Electric’s CMS, checking invoice availability, and sending it directly to the customer. If the invoice wasn’t yet available, the agent would retry at regular intervals until it could respond automatically.
Here’s how the platform orchestrates this automation, step by step:
The fAibrik platform centralizes all of Bis-Electric’s customer requests. For e-commerce businesses, an omnichannel tool is essential since customer inquiries can come from multiple channels: emails, social media, calls, marketplaces, or contact forms. Centralizing these messages enabled faster request handling, better information retrieval, and fewer errors.
The AI then analyzes each message to extract key details for processing. It identifies the type of request (invoice request, shipment tracking, customer service, etc.) and detects the customer’s sentiment. This analysis helps the AI determine whether the response should be automated. For automation, the AI sends the invoice with a message tailored to the brand’s tone. Otherwise, for simple assistance, the information helps prioritize and assign tickets.
The fAibrik platform then connects to the company’s CMS and billing system to retrieve customer data and automatically locate or generate the requested invoice.
Once ready, the invoice is sent with a brand-aligned message via the original channel. The customer gets their response just in time, no human intervention required.
By automating invoice generation and delivery, Bis-Electric saw several benefits for its support team and customers:
Other e-commerce businesses like Kids Around or The Agent (on Amazon, Zalando, or Veepee) have also chosen fAibrik to automate low-value repetitive tasks, such as invoice management or order form entry, while strengthening customer relationships.
At fAibrik, we’re convinced of one thing: AI doesn’t replace humans, it makes them more effective. Not all tasks are meant to be automated. Some require empathy, nuance, and industry expertise that AI can’t match, whether due to the customer’s emotions or the subtlety of the situation. For example, other customer service tasks that can be smartly automated include responding to positive or comment-free reviews and answering frequently asked questions via chatbot. In short, automation? Yes, but only if it preserves what matters most: the quality of your connection with customers.
To determine if a task is worth automating, check whether it will maximize your return on investment. Here are four criteria to guide your decision:
Frequency: When a request comes in daily, or even multiple times a day, automating it saves time at scale and stabilizes workflows. Volume: The more similar requests you handle, the greater the potential gains. Value added: If a task ties up your team without requiring specific thought or interaction, it’s likely worth delegating to a machine. Processing time: If each request takes more than a few seconds, automation quickly frees up valuable time.
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