"Your customer service is out of this world!" When is the last time you heard that?

Customer Service….

It gives us the opportunity to WOW our customers, and make them Raving Fans, OR….

Make them vow to never do business with us again.

Our customer, Heartman Clothing, just got to turn an inquiring customer into a customer wanting to refer his friends to their clothing line, with one of our favorite products that we made for them.

Can we take a couple minutes to show you how they made that happen?

It started out with a little welcome message, personalized with the customer’s name (we blacked it out for privacy). The owner of Heartman loves huskies, so we gave a little personality to her customer service bot with a mascot named Nikita.

What would YOUR mascot be? What do you love? Star Wars, gardening, kittens, Harry Potter? Something that matches the personality of your business? The personality we give your bot is limitless!

The customer asked his question, which cued an opportunity for him to choose what he was messaging about – Questions on his order.

We programmed the messenger chat (bot) to ask the 2 most asked questions regarding Heartman’s orders, and he chooses “Where is my order?”

He also has the opportunity to let them know his order #, and let them know the item name of his t-shirt.

(If he didn’t know it, the messenger would have still been able to handle his inquiry with a different series of questions. )

From there, Nikita (the Heartman “bot”) makes the exchange personal and demonstrates she is understanding his question by confirming his name, the order number and item name.

And then, the human customer service agent gets on, and lets the customer know the status of his order.

And the customer is VERY happy!! And actually seems a little entertained by the exchange!!

He goes on to say its his first encounter with a messenger chat bot, and rates Heartman’s customer service as,

“Out of this world. I’m telling my friends to look at (Heartman Clothing) for future gifts for girlfriends and sisters.” !!!!

I’d call that a RAVING FAN!!! He ended with asking where he could write a positive review of his experience with Heartman Clothing’s messenger chat bot!!

Congrats, Heartman Clothing for having the vision of where Customer Service in the Social world is going, and investing in your business to give your customers an experience they love.