Can Chatref help new customers understand my delivery service better?

Rather than staffing phones for repetitive setup questions, let Chatref's AI agents handle them. Upload your delivery documentation - PDFs, help pages, or plain text - and the agent instantly learns your processes. When a new customer asks about next-day delivery deadlines or how to schedule a pickup, the agent responds with an answer grounded only in your content, no guesswork. This automated onboarding process means customers get accurate, on-brand guidance 24/7, and your team spends less time on repeat answers.

The knowledge-base feature transforms your existing delivery playbooks into a responsive help system. Point Chatref at your website's FAQ page, service area maps, or packaging instructions. Customers interacting with the widget get immediate answers drawn directly from those sources - delivery radius details, packaging rules, return pickup procedures. Because responses are pulled from your own material, information stays consistent and updated automatically whenever you refresh your content, reducing delivery setup questions right at the moment of confusion.

Answering questions is just the start. With custom actions, the AI agent can actively guide new customers through delivery setup. It can ask for the pickup address, check if it falls within your zone, suggest a suitable time slot, and even push details to your backend system. For example, a new online store customer could complete their first delivery booking entirely inside the chat window. This kind of hands-on guidance delivers a better new customer experience for deliveries, turning a support interaction into a completed setup step.

After onboarding is underway, use insights to understand where customers get stuck. Chatref automatically tags conversations and synthesizes common themes - perhaps many users ask the same question about labeling requirements or rural delivery availability. Weekly digest emails highlight these patterns, giving you direct feedback from real interactions. You can then refine your help content, add a new FAQ, or adjust the agent's instructions to pre-empt those issues. It's a continuous improvement loop that makes each subsequent onboarding smoother and more self-service.

How does Chatref guide new customers through the delivery process?
Through the website widget, the AI agent answers questions using your uploaded delivery documentation - service areas, timeframes, packaging rules. Custom actions can then step in to collect order specifics, verify eligibility, and confirm details, all within the same conversation.

Can Chatref handle specific onboarding questions automatically?
Yes. Once your content is loaded into the knowledge base, the AI agent resolves common onboarding questions automatically - things like “Do you deliver on weekends?”, “What's the cut-off time for same-day?”, or “How should I label a fragile parcel?”. It grounds every answer in your actual policies.

What happens if a new customer needs human help during setup?
When a situation calls for a person, the shared inbox allows your team to monitor the chat in real time and take over with full context of the entire conversation. The handoff is seamless - no asking the customer to repeat themselves.

How does Chatref gather feedback about the onboarding experience?
The insights engine scans completed conversations, identifies common questions and friction points, and delivers digest emails with tagged summaries. This shows you exactly where new customers are hesitating, so you can improve your documentation or tweak the AI agent's responses accordingly.