Context
Falabella Colombia's customers could start a conversation on WhatsApp, Instagram, email or web chat, but each channel sent the team to a different view. Information got fragmented right when context mattered most for service or sales.
The problem wasn't only about service. It also limited the team's ability to turn a conversation into a commercial opportunity and to measure performance under a single operation.
The challenge
Falabella needed to bring its channels together into a single view, cut down response times, and give its commercial team enough context to continue a conversation without starting from scratch.
The solution
Falabella rolled out a multi-agent panel that brings WhatsApp, Instagram, email and web chat together into a single interface. From there, teams handle service requests and support purchase journeys without losing the conversation history.
The operation combines automation with human intervention, powered by agents built on Brain Studio, Jelou's platform for designing conversational agents. Repetitive tasks are resolved by agents, while cases that require judgment are handed off to a person without losing context.
Results
The panel has logged over 36,000 closed sales and a 17% conversion rate. Satisfaction reached 8.4 out of 10, with 78.4% of users highly satisfied.
On a second front documented for Falabella, response time dropped 50% and sales-team productivity rose 23%. This puts Falabella alongside the retail brands resolving service and sales directly inside the chat.
Customer voice
"Today we're taking a key step in our digital evolution. We're launching Falabella Colombia's first virtual WhatsApp sales assistant, a solution capable of understanding our customers, building catalogs tailored to their interests, and supporting them through their purchase journey 24/7."