Our client initially came to use to build them a knowledgebase library for all their products. They have a diverse range of products, and a regional support team.
- Problem: High volume of calls – resulting in high cost of customer support. To better serve their customers 24/7 availability means further increase in cost. More than 80% of the incoming calls were to seek for instructions. 30% of the time spent on the phone with customers are to figure out the exact model of their product, and the rest in explaining the instructions. They needed to reduce the support calls’ time. Their IT team initially sought to empower their support staff with a better knowledge database and better conversation support script for all their products and services.
- The Solution: We proposed the use of Ventana chatbot to engage customers directly via WhatsApp. Ventana has the capability to OCR pictures of text & scan incoming barcode images from any social messaging platforms. We proposed to our client to start the customer journey by sending in the picture of their product’s barcode or serial number. Ventana then scans & queries our client’s existing systems to find the product’s warranty status. With the product information in hand, Ventana replies customers with the product information and asks what help they need with this product.
- Service Report Generation: If the reply is for service, customers are asked to snap photos of the issue and send them via Whatsapp. Incoming chats of existing customers are recognised by the incoming phone number (therefore address). Ventana allows customers to make an appointment via WhatsApp, which is later fed into our client’s CRM system, along customer name, pictures, serial number, warranty status.
- Automated help: If the reply is for instructions, Ventana chatbot sends out an API call to the knowledge database for a handbook and well as accompanying demonstration video. A typical 30 minutes phone call is reduced to 0 human time. Customers love it because they can see the demonstration video, pause, rewatch as they please; instead of constantly trying to visualize what they hear on the phone from the support staff who sometimes can also struggle to verbalise what they see in the demonstration video to the customers.
- Collaborative chat: If it’s a more complicated issue, chat is then routed to a human agent, who is able to ‘pull in’ other subject matter experts to discuss the customer’s issue. Colleagues are able to have an internal discussion hidden from the customer, saved with the conversation thread. Our clients’ staff find these internal messages extremely helpful to gain insight into their customers’ previous interactions via their WhatsApp hotline.
- Result: Customer satisfaction shot up. Support staff are able to provide much better service for customers with more complicated cases.
