My Forever DNA

Who are they?

My Forever DNA is an ecommerce business based in Omaha, which sells home testing DNA kits.

What they needed

What I used to do it

The Challenge.

My Forever DNA offer quite a large product range, and each product has several variations which can cause some confusion to potential customers if they’re not used to buying a DNA testing kit… Which is often the case! As a small team with a large number of people visiting their website, they needed a customer support solution which was largely automated. Jolene had already set up Intercom as a live chat solution, but wasn’t familiar with the more techy features that it had to offer, and didn’t have the time in her day-to-day to learn it all.

The Result.

The solution was to utilise Intercom’s knowledge base feature alongside a product choosing chatbot, with the help of Intercom’s AI product, Fin.

I started by writing a collection of articles and setting up a Help Centre (or center, if you’re across the pond) for My Forever DNA. I then got to work with creating a product choosing bot for My Forever DNA. The main problem that the business was having with converting leads to customers was that the people didn’t understand the differences between the products & some of the lingo that was being used on the website. So I made a chatbot which asked simple questions with multiple choice answers, and each path lead the website visitor to the product that was most suitable for them.

Within the Chatbot I also allowed users to write a free text question of their own, which was then answered by Fin. Similarly to ChatGPT, Fin learned answers using the help articles I’d written, and through giving feedback on how it had answered previous customer queries. You can try it out for yourself on My Forever DNA’s website!

Some kind words from Jolene

Jolene, My Forever DNA

Sophia's role in implementing our Intercom.com chatbot for our unique ecommerce business was truly exceptional. Understanding our distinctive business model, which often presents complex challenges, came naturally to her, and she embraced it with enthusiasm. Her professionalism is unparalleled, equally matched by her comprehensive expertise in customer engagement solutions. Sophia consistently surpasses expectations, bringing wholehearted dedication and precise attention to every detail in her work. Her ability to go above and beyond isn't just an occasional feat; it's an intrinsic part of her professional DNA, making every step of the project not only smooth but also enjoyable. For anyone looking to enhance their digital customer service with someone who brings both unparalleled skill and innovative thinking, Sophia is the ultimate selection. She's more than a valuable contributor; she's a fundamental key to achieving success in any forward-thinking tech endeavor. Your search ends with Sophia; she's precisely the expert you need to deploy a state-of-the-art chatbot on Intercom.com, tailored to your unique ecommerce needs.

I helped My Forever DNA with...

Peek into my toolbox for this project...

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