NetByNet implemented service of online consultation of clients for the Wifire brand

On June 23, 2018 the company Webim announced implementation of digital channels for a brand Wifire – internet- provider which specializes in services of the home Internet and digital television.

The Internet service provider daily receives hundreds of questions from clients from the whole country. The majority of addresses are connected with financial and technical issues. For processing of addresses in the company there is own call center. In 2016 the decision to add digital channels of communication for communication with clients was made.

Premises and project objectives

Prerequisites:

• for self-service of clients on the website there is a personal account and mobile application "by Wifire a personal account" is started. Therefore an opportunity to ask questions directly from the website or from the application is necessary.
• increase in speed of problem solving. If operators are able to send files and links, it will allow to resolve an issue for several seconds instead of explaining the sequence of actions by phone.

Project Progress

Staff of NetByNet tested several services which offer platforms for communication with clients online. The decision was made by criteria: existence of SDK, wide functionality (a chat on the website, a chat in mobile application, integration with social networks, integration into messengers), the price.

Examples of implementation of Webim service

As a result stopped on Webim service. The company implemented digital channels for communication with clients in the middle of 2016. As of July, 2018 24/7 operators admit addresses from a chat on the website, a chat in mobile application, official groups of a brand to Facebook and VKontakte, bots in Telegram and Viber.

Project Results

Operators at the same time process up to 3 chats. In one interface they receive and respond to messages from a chat on the website, a chat in mobile application, social networks, messengers. The average time of the first answer (takings of dialog in work) – about 1 minute.

Project Results

For service quality evaluation the company uses CSI. It is implemented so: the visitor closes a chat on the website or in mobile application, in a window of a chat there is a window with a request to estimate the operator on a 5-mark scale (in 2017, according to the Customer, 83% of dialogs received assessment "5"). But using Webim the company is going to implement 10-mark assessment and to calculate the index of loyalty of NPS.

The chat on the website acts also as the sales channel: on the website there are advertizing banners and widgets. The visitor sees them, is interested in the offer and writes to a chat for connection and purchases.