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Doddle launches Facebook chatbot for returns

Click and collect specialists Doddle have launched a Facebook chatbot to make returning online shopping even easier for customers.

The chatbot uses artificial intelligence (AI) to ask customers for one or more pieces of data related to their return in a 30-second interaction, reducing the time a customer needs to spend in-store handing over the parcel to seconds.

Upon opening the conversation with Doddle on Facebook Messenger, customers are asked to enter responses to the chatbot’s questions, such as:

A. Which retailer they are returning to;
B. Their order number;
C. Their email address; and
D. Their preferred Doddle drop off location.

These responses can be as simple as tapping the appropriate picture.

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 in real time 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. 

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

Doddle 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.

“This is just one of the new services we’ve designed to put the customer in control and improve the experience around returns which we know has a big impact on a customer’s loyalty to a retailer.”

Facebook returns 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.

By Hazel King

April 17, 2018


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