Doddle launches Facebook chatbot for returns

Doddle launches Facebook chatbot for returns

Click & collect specialist Doddle has launched a Facebook chatbot for customers returning online shopping.

According to Doddle: “The Facebook Chatbot uses artificial intelligence (AI) to ask customers for one or more pieces of data related to their return (a 30 second interaction) that also reduces the time a customer needs to spend in-store handing over the parcel to seconds.”

A QR code is produced that is scanned when the customer visits a Doddle location to drop off the parcel. The information provided by the customer is shared with the retailer to provide them with advance notice of products coming back into the supply chain.

Once the QR code has been scanned in-store the customer will be sent the full tracking information through Facebook Messenger to monitor the progress of the parcel’s journey.

Doddle said that the solution requires zero integration with partner retailers’ existing IT systems but provides them with access to a live feed of their inbound returns via API.

Doddle’s CTO Gary O’Connor said: “Engaging customers on a platform they are already using as part of their everyday interactions removes some of the hurdles to completing a return quickly. Through AI we can reduce some of the manual work teams in store have to complete and instead allow them to focus on delivering a great customer experience.”

The Facebook returns service is currently available to customers returning online purchases to ASOS, Coast, M&S, Mennace, Missguided, Oasis, PrettyLittleThing, River Island, TM Lewin, The Outnet, Warehouse, Wiggle, Mr Porter, New Look and Shoeaholics via Doddle.

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