即使在高负载下也保持可靠和高性能
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目标
解决方案
Jagoan Hosting 的大部分销售和客户服务咨询通过网络聊天和 WhatsApp 进行，这是该地区最受欢迎的消息渠道。 然而，其解决方案提供商通过第三方提供 WhatsApp API 访问。 因此，它不能为频道上遇到的问题找麻烦或提供支持。
Jagoan Hosting需要一个可靠的 WhatsApp API 提供商和一个可以通过 WhatsApp 发送和接收消息的信息平台。 理想的情况是，平台将支持多个渠道，以便它能够在一个地方合并其所有客户对话。
在调查了几个WhatsApp API 提供商后，Jagoan Hosting发现了一个很有希望的具有强大的自动化的 omnichannel 平台。 它注册了响应.io帐户并执行了以下解决方案。
Jagoan Hosting 在Telegram, Facebook Messenger 和 Instagram 上有强大的存在，发布品牌更新和相关内容。 它的 Telegram 渠道充当社区论坛，供成员分享相关兴趣并相互互动。
根据 respond.io 的建议，Jagoan Hosting 更换了WhatsApp API 提供商，以获得所需的支持。 然后，它连接了它的社交媒体和即时消息帐户来响应.io，将所有客户信息导入一个中央收件箱。
最后，它将其社交媒体、客户支持和客户关系团队登载在应答上。 小组现在处理来自单一平台的所有渠道的客户互动。
作为潜在客户浏览Jagoan Hosting网站以查看它是否满足他们的需求。 品牌使用 web 聊天解决他们可能有的查询。 它选择将其网络聊天托管在应答.io上，而不是一个单独的提供商，因此这些查询也会流向共享的收件箱。
该品牌在 respond.io 上创建了网络聊天小工具并将其添加到所有着陆页。 客户只需点击小部件即可与 “销售节日”或客户支持代理商交谈。
Jagoan Hosting自动注册会员俱乐部服务的客户。 他们享有专属特权，包括利用私人支助渠道获得顾客关系小组24/7提供的援助。
会员可以登录到网站访问私有网络聊天或消息“Jovita”，即品牌的WhatsApp 支持个人即时支持。 24/7向成员提供他们所喜欢的渠道方面的帮助，确保他们感到特殊和受到良好的照顾。
为了缓解代理人执行重复任务，Jagoan Hosting将某些流程自动化。 自动工作流 根据联系人在客户旅程中的阶段对其进行分类。 然后，它将聊天路由到正确的团队，并将其分配给拥有最少未接对话的代理人，以便快速响应。
工作流还在授权成员访问仅限成员的 WhatsApp 频道之前验证成员身份。 虽然网站登录确保只有成员可以使用专属网络聊天，但WhatsApp 需要特殊的验证方法。
现在，当一个联系人尝试通过 WhatsApp 与 Jovita 聊天时，HTTP 请求会自动验证他们在 Jagoan Hosting 内部数据库中的电话号码，以确认他们的会员状态。 认证的成员分配给代理人，而非成员则收到“拒绝访问”信息。
respond.io 报告模块实时监控代理人的工作负载和绩效指标，例如首次响应和解决时间。 它还跟踪长期对话趋势，如一天或一周最繁忙的支持时间。
但是，Jagoan Hosting想使用其现有的性能测量系统。 它创立了一个工作流程，自动向其商业情报工具导出答复的执行情况数据以供分析。
该品牌还使用工作流程发送客户满意度 (CSAT) 调查，并将结果导出到Google Sheets进行统计。 这提供了对客户经验的宝贵见解，并确定了需要改进的领域，以提高客户的忠诚度和宣传。
“应答.io解决方案的灵活性使我们能够根据我们的具体需要定制平台的用途。 我真的喜欢请求和支持所需要的功能。 它显示了回复.io想要理解用户的真实世界需求，并根据真正的反馈来绘制其前进路径。 我向朋友和同行推荐了这个平台，这确实值得高度赞扬。” - Andy Novianto, PT Beon Intermedia 业务管理器
由于Jagoan Hosting订阅了应答.io并切换了WhatsApp API 提供商，所以在WhatsApp 和其他频道上遇到的技术问题很少。 它将这归功于消息平台的稳定性以及响应者的客户成功团队提供的支持。
因此，代理人的生产率提高了52%，可以处理比以前更多的谈话。 这使得该品牌能够集中精力扩大其客户基础并向成员提供特殊服务。
利用自动化的杠杆作用并根据现有数据和见解作出战略决定，使等候服务时间缩短了20%。 迅速得到代理人的注意和有效的决议显然使客户感到满意。 Jagoan Hosting现在在CSAT分数中的平均数为93%。
概述
电子
时尚与服装
家具
珠宝
课后活动
运动与健身
美容中心
牙科诊所
医疗诊所
家庭清洁和保姆服务
摄影与摄像
汽车零部件零售商
汽车经销商
旅行社与旅游运营商
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