Eldorado started virtual consultations for clients through the official account WhatsApp Business API

2020: The organization of the channel of a customer support through WhatsApp Business

On April 7, 2020 the united company M of Video Eldorado reported that the retail network "Eldorado" connected the channel of a customer support through the solution WhatsApp Business API in cooperation with official provider Infobip and service LiveTex. For receiving consultation clients can write the message to the verified chat or click a widget on the website. Now buyers can quickly resolve all issues connected with purchases in Eldorado in usual for them messenger. Unlike private accounts the business chat allows to provide personal data protection. In the messenger, as well as social networks, it has a verification icon.

All addresses instantly come to the working interface of the employee Eldorado of the LiveTex system along with addresses from other channels, and all information on the buyer is saved in the single database. It provides fast reaction and high-quality support: Eldorado operators see the history of correspondence in different channels, preferences of the client and last orders. The LiveTex platform helps not only to communicate and keep calls accounting, but also to analyze keyword parameters of communication for control of operators.

When people stay at home, different formats of a remote customer support become relevant more than ever. WhatsApp is popular with Russians, and for Eldorado whose values are also the proximity to buyers is simple, work via this messenger is obvious. Eldorado processes millions of client addresses a month therefore we looked for professional solution which can be integrated with our IT platform and will allow our operators to do high-quality support – from consultations on goods before refining of parts of the specific order, notes the Head of Department of customer service of a brand of Eldorado Vladimir Egiyan

For the first "pilot" week of work of WhatsApp business channel about 10 thousand client addresses arrived. Call center operators of Eldorado round the clock make recommendations about the choice of the equipment, answer the questions connected with the order and delivery help to issue the order and advise on other questions. For April 7, 2020 a third of all not voice addresses are the share of WhatsApp. Work of the messenger and speed of delivery of messages are provided by Infobip company.

Specialists of contact cent of Eldorado since 2018 use the LiveTex platform for the round-the-clock interaction with users through different text communication channels: a chat on the website, Viber, Instagram, VKontakte, Facebook, Odnoklassniki and Yandex. Dialogs. For operational receiving consultation buyers can also address on a free telephone hot line.