Customers of premium brands rarely call. They message: Instagram, TikTok, site chat. And they message when they're shopping — often late, often during a launch, often with a simple question standing between them and the checkout.
Most DMs are the same handful of questions
- What size should I get?
- Is this back in stock?
- When will it ship?
- Can I return it?
Each has a known answer. An assistant trained on your products and policies can give it instantly.
Voice is non-negotiable
A generic bot does more harm than a slow reply. The assistant should be written in your brand's voice, tested against real messages, and know when to stop.
Always a person behind it
Complaints, VIPs, unusual requests and anything sensitive should go to a person — with the conversation so far attached. The goal isn't fewer humans; it's humans spending time where it counts.