TAG Livros Enhances Customer Experience and Boosts Sales with AI-Powered Conversational Bot

TAG Livros is a Brazilian book allocation club that is committed to providing a rich literary experience to its customers. The company believes that literature is more alive than ever and offers book clubs and subscriptions that allow customers to explore literary worlds, discuss works, meet new authors, and stimulate their imagination. With over 50,000 subscribers, TAG Livros has formed the largest book community in Brazil over the past few years.

TAG Livros, a Brazilian book allocation club, is known for its high-quality service and customer-centric approach. The company wanted to further enhance its customer service strategy by covering all stages of the customer journey for both existing and potential customers. The main objectives were to consistently improve customer satisfaction, provide agility, and make information readily available. The challenge was to implement a solution that could support these goals, especially during key sales dates when customer service demand is high.

TAG Livros implemented Aivo's conversational bot, Sofia, to reinforce its customer service strategy. Sofia plays a crucial role in the sales strategy, particularly on key dates, by providing sales support, resolving queries, and sharing information about products or subscription clubs. Customers can use the bot to obtain information about coupons, promotions, gifts, and available kits. They can also check the status of an invoice, track their orders or change the shipping address through bot integrations that provide full after-sales service automatically and immediately. Sofia offers an omnichannel service on web chat, WhatsApp, Facebook Messenger, and the app. The customer service team works closely with the Marketing team to align objectives and key bot messages, preparing its content as one of the first steps when launching a campaign.

• The implementation of the conversational bot, Sofia, has allowed TAG Livros to deliver a responsive customer experience even during high-demand periods in a scalable way. The bot has become a key component of the company's sales strategy, especially during special sales campaigns like Black Friday or TAG's 'Book Week.' The bot's ability to provide immediate and automatic after-sales service has also enhanced the overall customer journey. The success of the bot has been recognized with TAG Livros being distinguished in the Aivo Awards 2021 in the category of Outstanding Sales Experience.

• During a discount campaign in June and July 2021, the number of queries increased by 58% without affecting the quality of service.

• The conversational bot maintains an 80% retention rate, indicating strong adoption by users.

• Service time was significantly improved, reduced from a 9-minute average to only 3:30', providing a faster and more efficient service.