With an integrated catalog and flexible payment options, Domino’s Brasil offers a chatbot in partnership with Botmaker.
A Dominos Pizza Brazil, the national operation of the largest pizza delivery chain in the world, launches something new for its customers in the country that will transform consumers’ ordering experience via WhatsApp. Botmaker, a leading company in the development of AI chatbots in Latin America, developed a 3.0 version of the customer service robot to improve the customer purchasing process, making it faster and easier. With the updated tool already available since November, it is possible to more quickly choose between the most requested flavors, desserts and bites using the catalog solution, without having to go to another application or page.
The new AI behind DOM, the Dominos chatbot presents what customers want most first, making the process more fluid. To this end, the brand’s 30 best-selling products were selected in different categories, such as pizzas, drinks and side dishes.
“The catalog is a virtual showcase that allows customers to explore and select products in a simple and intuitive way, browsing detailed information about each one, with attractive images and the ability to add and remove items to the cart, all without leaving WhatsApp. The integration of catalogs into a chatbot makes it possible to create an effective and customer-oriented purchasing experience through a conversation using the communication tools they already use, increasing efficiency and boosting sales”, says Bruno Baio, director of Botmaker operations in Brazil.
Even when paying, the solution is focused on speed. As the majority who order from Dominos prefer to pay on delivery, the same dynamic is used by WhatsApp, reducing the time to complete the request, but maintaining all flexibility, with the possibility of purchasing by credit card, debit card, ticket or cash.
“We prioritize strengthening the customer experience as the central driver of our strategy. Adopting a humanized language is key to establishing a closer connection with our consumers, allowing them to place orders quickly and without complications. In 2024, our main goal is to focus our efforts on the excellence of experiences, promoting effective integration across our channel network. This new approach will further improve the customer journey, making it smooth and simple in all aspects”, analyzes Bruno Oliveira, director of Technology and Supply at Dominos Pizza Brasil.
After the purchase, it is possible to track the delivery through the application itself, maintaining an integrated and complete trajectory. Dominos sends status updates, also informing when the delivery person is on the way and then a satisfaction survey. Currently, the NPS survey shows more than 80% positive results with the tool, which is considered a high number of promoters, which are customers who gave the service a rating above 8 points, on a scale of 0 to 10.
For conversational commerce, it is essential to focus on an experience that brings benefits to the consumer and a positive impact for the business. WhatsApp, which is the favorite tool of most Brazilians, is great for this proposal, as it is already part of the population’s daily lives, adds Bruno Baio, from Botmaker.
The partnership and technological developments should not stop there. Both teams continue working to bring even more news throughout 2024. For more information and to try the new Domino’s DOM chatbot, access the conversation via WhatsApp.
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