Doddle – returns Facebook chatbot launched

Doddle has launched its Facebook chatbot for its clients customers to return their online shopping that should help both ends of the returns process.

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.”

After the chat a QR code is generated that the customer has scanned on visiting a Doddle shop to drop their parcel. The QR code has the information from the conversation which is passed up the chain to the retailer.

On the item being scanned, the customer is sent the full tracking information via Facebook Messenger to monitor the parcel’s journey through the returns pathway.

Doddle say that there is no further integration required with partner retailers’ existing IT systems. It also provides them with a live feed of their inbound returns.

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.