Vprok.ru Perekrestok summed up the launch of the edna chat center to support customers

2021: Edna Chat Center Connection Summary for Customer Support

On September 20, 2022, the company Pro-Vision Communications announced that in the winter of 2021, "" Vprok.ru Crossroads completed the implementation project chat of the center edna and launched digital channels to support buyers. The solution made it possible to create a single window for processing customer requests, which now come from all digital channels to a single operator interface, and provide customers with communication channels with the company.

As a result, the number of processed calls in text channels increased to 1,500 calls per day (during the peak season), and the operator's first chat response time was reduced to 30 seconds.

Implementation steps:

• connecting chats on the site, in Telegram and mobile application;
• conducting a pilot launch for 10% of site visitors to assess the work of the chat and its impact on customer behavior;
• working out the connection of other channels - conducting reference analysis;
• connecting 5 channels: chats on the site and in the mobile application;
• Telegram for customers and for internal logistics processes;
• WhatsApp;
• connecting universal commands for operators (allow you to send requests to CRM, the knowledge base and other systems directly from the dialog window with the client and receive the necessary information in the same window);
• setting up the process of transferring logs in automatic mode every half hour to optimize the command operation time.

Results:

• 1500 calls are processed per day in text channels during the peak season;
• 30 seconds - the time of the operator's first response to a chat (2 times faster than other online retailers);
• 90% is NPS (Net Promoter Score, or consumer loyalty index).

According to the customer's feedback, as a result of the implementation of universal commands, the average time of the solution for handling a certain topic was optimized by 5-20%.

Previously, the buyer of an online hypermarket for any issue could call the hotline, or write to e-mail or to the feedback form on the site. However, we noticed that buyers are calling less and more and more write - chat is preferred by 60 to 80%. The need to provide other ways to interact has become apparent. 45% of text calls to a hypermarket chat are questions about orders. The introduction of a chat center with the ability to send a photo and video order to the operator made it possible to work more efficiently with incidents. For example, if the wrong product came to the client, the support asks to send a photo and resolves the issue much faster. said Evgeny Shaposhnikov, lead product manager for CC and client service Vprok.ru Perekrestok

We suggested that the company connect a chat center, because it is relevant for it to process a large stream of incoming calls and work quickly on incidents. An update is planned in the near future, where file formats will be unified. This will allow you to download and view any files from clients without having to transfer the case to mail. Also, the technology of chatbots will be developed. noted Nikolai Savelyev, business partner of the "chat center" product edna