The Qiwi group (edna.Chatcenter (before Threads))

2019: Implementation Edna.Chatcenter chat platform

Qiwi, the supplier of payment and financial services of new generation, estimated opportunities a chat platform from edna company. On October 28, 2020 representatives of Qiwi told about a case of implementation of the Edna.Chatcenter platform together with representatives of edna.

Now in the application and on the website of Qiwi the chat on a single platform is available that, on a response of representatives of Qiwi, improves process of communication with clients. The platform integrated with a bot is capable to process steadily more than 4,500 addresses in 1 hour and also is steady against attempts of unauthorized penetration for what it was highly appreciated from a security service of Qiwi.

Results of implementation a chat platform became:

• increase in automation by 39%;
• the overflow from tiketovv a chat made 40%;
• reduction of operating time with the address to 15%;
• the indicator of CSI (4.79) in chats is higher, than in a voice;
• the share of positive estimates increased by 3 times;
• 96% – an indicator of positive job evaluations of a chat.