The Challenge
Large telecommunications service provider reached a point when the need for handling and processing of all incoming inquiries from multiple communication channels in a centralised manner became apparent.
The Solution
- Connection of Facebook, Instagram, WhatsApp and Live chat through Bitrix24 Contact Center
- Configuration of WhatsApp connector with the use of webhook in Twilio console (WhatsApp Business API integration)
- Configuration and connection of a regular expression-based chatbot that supports nested menu structure
- Migration of the portal from Cloud to On-Premise (MS Azure)
The Results
All incoming inquiries are registered in Bitrix24 with an indication of their respective sources of origin.
Chatbot is utilised as a great tool for resolving frequently asked questions and reducing agent load. If the customer’s inquiry remains unresolved, the chat is handed over to the agent who receives it in accordance with queueing and workload distribution rules.
Centralised processing of incoming customer communications provides management flexibility and allows for in-depth analysis of marketing strategies and sales goals.
On-premise migration completed and portal settings configured accordingly. Chatbot is utilised as a great tool for resolving frequently asked questions and reducing agent load. If the customer’s inquiry remains unresolved, the chat is handed over to the agent who receives it in accordance with queueing and workload distribution rules.
Centralised processing of incoming customer communications provides management flexibility and allows for in-depth analysis of marketing strategies and sales goals.
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