Mango Office solutions helped Refrigeration.Ru increase sales conversion by a third

2023: Implementation of the solutions "Virtual PBX" and "Omnichannel Contact Center" Mango Office

On July 19, 2023, the company Mango Office reported that as part of a project online store HOLODILNIK.RU with geographically distributed manager jobs including, was remote connected to and. Virtual PBX This simplified the work omnichannel MANGO OFFICE Contact Center of employees: requests from clients from all channels communications are processed by them in a single window with the preservation of the full history of requests. Intelligent call routing voice robot provides automatic load balancing for operators. As a result of the implementation, the company managed to reduce the number of missed calls by 37%, the number of requests solved the first time increased by 28%, and the conversion of calls to transactions increased by 30%.

We were looking for a technological solution that would allow us to create a single communication platform and completely close our needs. When we compared the capabilities of existing solutions on the market, we realized that MANGO OFFICE compares favorably with a wide range of services that can be managed in a single window and its functionality. Also an important criterion when choosing a supplier was the wide possibilities of customization for specific tasks, commented Sergey Pomirchiy, Information Technology Director HOLODILNIK.RU.

The creation of an omnichannel communication platform based on MANGO OFFICE products made it possible - Internetto shop not only to improve call processing, but also to introduce multilateral quality control of operators' work according to any given parameters - from the number of received calls to time processing calls. At the same time, everything information on calls is saved in the system.

MANGO OFFICE professional analytics allows you to generate statistical reports with detailed data on the work of operators. This includes information about incoming, outgoing and missed calls in the context of each employee. All conversations with customers are recorded - thanks to this, automated quality control of calls is carried out for subsequent analytics, as well as the search for points of sales growth and service. As a result of the implementation of these communication tools, the retailer managed to increase customer satisfaction (CSI) to 98%.

We develop products that help companies build uninterrupted business communications and improve customer experience. At the same time, our customers can at any time flexibly scale to any business task and increase the functionality of the existing solution by connecting different technologies, noted Konstantin Babkin, Director of the Big Business Department of MANGO OFFICE.

One of the stages of updating the IT infrastructure of HOLODILNIK.RU was the connection of the MANGO OFFICE communication platform to the retailer's information systems for data exchange. Integration has had a positive impact not only on customer satisfaction, but also on employee efficiency: operators no longer need to manually enter information on customer requests.

Also, within the framework of the project, information protection measures were organized - storage of conversation records and calls within the network completely remained on the client's own servers. This helped maintain the high standards for information security requirements that the company has adopted.

MANGO OFFICE notes a high demand for professional tools for business communications in the field of e-commerce and retail.

In the context of competition and growing requirements of buyers, companies rely on a customer-oriented strategy and are looking for solutions for its implementation. Thanks to cloud communication services, the business can build communication with customers according to high service standards, allowing it to reach CSI up to 97-98%. And all this without investment in creating and maintaining its own IT infrastructure - systems and tools are fully provided according to the cloud model, added Konstantin Babkin.