ScamAdviser Launches Webchat to Help Consumers Not Get Scammed
In the ecommerce world conversational commerce is slowly becoming the norm. On informational websites such as ScamAdviser where people are informed about scams and can check if a website is legit or scam, chat is still new.
Early November ScamAdviser decided to test Webchat. After careful selection of multiple vendors, the decision was made for Antonic.AI. Jorij Abraham, General Manager of ScamAdviser explains, “Webchat is a journey. It is not something you set-up once and you are done. We want to learn what works, and what does not. You have to be able to continuously adapt and improve. We were looking for a Webchat solution which gives us full control over the conversation without any external support. Antonic.AI offers an extremely easy to use chat builder where we can integrate multiple systems ourselves. Apart from this, Antonic.AI supports an unlimited number of languages which is crucial for us as we reach more than 100,000 consumers daily from all over the world. Finally, with Antonic.AI, we can also expand to other messenger channels such as WhatsApp, Facebook Messenger, using the same platform. It’s click & chat."
In the first month, ScamAdviser handled more than 5 thousand chat conversations, fully automated. Consumers can check if a website is legit or a possible scam. In addition, they can report a website, ask questions like “How can I get my money back” and subscribe to the ScamAdviser’s newsletter. ScamAdviser does not have the manpower to chat with visitors manually. There are just too many and the ScamAdviser team is relatively small considering the number of visitors it gets every day.
The fear was that offering chat would increase the number of manual conversations as the threshold to contact ScamAdviser is lowered. This has however not been the case. Instead, the number of emails sent to ScamAdviser dropped.
ScamAdviser has huge plans for the future. First, it wants to integrate more systems into the Webchat upon that more features can be easily added. The next step will be to start using the same platform on Facebook, WhatsApp and other messengers. Jorij Abraham elaborates, “Scams via messengers are increasing rapidly and we want to be where people get scammed and need us”.
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