Quiz has partnered with AI platform HelloDone in a bid to improve its post-purchase customer service.
HelloDone’s technology allows Quiz customers to get instant answers to questions about their orders, such as latest delivery status and estimated time of arrival, using Facebook Messenger.
All subsequent updates and queries stay within the same chat, providing customers with key information in one place, no matter the time of day and with no need to bounce between multiple communication channels or email threads.
The new platform will also give customers easier access to carrier services, such as parcel redirect, allowing them to reschedule deliveries or ask for parcels to be left in secure locations.
Exchanges and returns are set to be added to the messaging support service later this year.
Quiz head of e-commerce Haroun Saleemi said: “We know that our loyal customers want to speak directly to us about their orders, in plain English and at whatever time is convenient to them.
“They want to know where it is from the moment they hit the buy button until it arrives at their doorstep.
And if they have questions, they want answers in minutes not days. We’re excited to be partnering with HelloDone to make it even easier for our customers to shop with us.”