Client Follow-Up for E-commerce
E-commerce brands know their customers through orders, clicks and ratings, but rarely hear them speak. A customer who does not come back does not send a message. Passisto Clients has an AI voice agent hold short conversations with selected customers, such as marketplace sellers, B2B buyers or loyal shoppers, and gives the team a report on satisfaction, issues and reasons for leaving.
The challenges
Ratings without reasons
A three-star review says that something went wrong but not what, and most customers never leave a review at all.
Silent churn after the first order
Many buyers order once and never return. The brand sees the cohort figures but not the reasons behind them.
Delivery and returns as friction
Late parcels, carrier problems and complicated returns create most of the frustration, and the brand often learns it from support tickets only.
High-value customers hard to reach
Repeat buyers, resellers and B2B accounts are important for revenue but rarely get a personal conversation.
How it works
- 1
Set up your services and import your customers
Declare what you want to follow up, such as retail customers, B2B accounts or marketplace sellers, generate interview templates and import a selection of contacts.
- 2
Launch a follow-up
Choose the customer, the service and the type, for example after the first order or after a return. The customer receives a personal, secure link by email in your brand's name.
- 3
The customer talks to the agent
They give consent, answer a few quick questions and then talk with the agent from their phone or computer, in a few minutes.
- 4
The customer team reads the report and acts
The report brings satisfaction, churn risk, pain points and needs. The team validates the items and uses them for carrier, product or support improvements.
Examples of questions the AI agent asks
- How was your experience from the moment you placed your order to the delivery?
- Was the product what you expected from the photos and the description?
- If you had to return something, how easy was the process?
- What would make you order from us again?
- Is there something you usually buy elsewhere that you would like to find with us?
What you get
The reasons behind the figures
Spoken feedback explains why customers did not come back, in their own words.
Friction found at the source
Recurring delivery, return or product problems are visible in reports and can be passed to logistics or product teams.
Valuable customers followed personally
Top buyers and B2B accounts get a real conversation without adding to the workload of the customer team.
Loyalty actions based on facts
Retention offers and loyalty programmes are decided by people, with a clear view of what customers actually say.
Frequently asked questions
Do we need to follow every customer?
No. You choose who to follow up and when, so you can start with a segment such as first-time buyers, top customers or B2B accounts.
Can the agent promise a refund or a voucher?
No. The agent never promises a refund, a voucher or a deadline. It notes the request and tells the customer it will be passed on to the team.
Is it a replacement for the satisfaction survey?
It complements it. A survey gives a score; the voice conversation gives the explanation and the context, and the report lets the team act on it.
See how it works for your team
Tell us about your context: we will show you the conversations, reports and follow-up that fit it.