Six months after the Salesforce rollout, more than 40% (on average since the rollout) of all inbound communication was sent via Facebook Messenger or WhatsApp, a number that continues to grow. Sunny’s customer service team has already helped more than 4,500 customers through these channels.
Enabling new inbound service channels was crucial to help customers in a harmonious, transparent and effective way. After enabling Digital Engagement, the amount of inbound communication increased dramatically. Together with Sunny, valantic explored ways in which setting up a Chatbot could increase channel diversion. The result of a thorough analysis of the most common FAQs and questions resulted in a design for a Chatbot, which interacts with CROM’s core platform and keeps the customer updated on their order status, current exchange rate, etc.
The chatbot will be rolled out through Sunny’s online shop, Facebook Messenger and WhatsApp. In this way, the team anticipate Sunny’s future growth by increasing agent productivity on the one hand and reducing the average response time for customers on the other. Compared to the rollout date, the waiting time for customers has decreased by about 20%.
