Multichannel: Start your digital conversation here!

Multi-channel: Here starts your digital conversation

* by Claudia Lamas – Partner y Product Owner de Beplic

As part of the business digital transformation is to provide answers to customers through the available multiple digital channels. With the appearance and use of these, the paradigm changed, it is the company/business that must find its customers where they choose to be. The Customer chooses the channel and the moment,  the company responds.

We find in this situation, some problems:

Multiplicity of social media applications and messaging used to respond to customers/fans.

– This service is generally outsourced to marketing agencies that know little about the customer service area and more about how a company provides this care.

– WhatsApp has their Business version with some customer management functionalities. The same happens with Facebook and Instagram, but these features are not all the same, nor do all applications have them. That is, it depends on the channel, it will be the attention or management that a company can do with its customers.

Impossibility of measuring efficiency or customer service. Generally, the employees of these areas use their personal network accounts.

Beplic was born as a co-creation with a client and the functionalities we developed for the MVP are the result of this relationship.

To solve these problems, we developed Beplic, which integrates the most used digital channels. Through APIs, it connects to WhatsApp, Facebook and we also develop a customizable chatbot to install on web pages. A lead generator, to turn the web into an important and proactive communication channel.

 A lead generator, to turn the web into an important and proactive communication channel.

beplic multicanalidad

Beplic was born as a co-creation with a client (tourism) and the functionalities that we developed for the MVP are the product of this relationship. Features such as Contact labels and nicknames, Exclusive portfolio, automated welcome messages, after-hours messages, quick responses to improve and standardize some messages, message tracking so as not to forget who is owed a response/solution. They are suggested and valuable functionalities for users.

In addition, we developed some KPIs such as peak hours, average response time, most active users, word cloud (from conversations), and several more that help to understand and improve the customer experience.

For more information, please, contact us at: info@blimop.tech

The intangible lifesaver, BRANDS.

Nowadays, we are undergoing an extreme transformation within a global context that leads us to have disturbing thoughts, such as that our brands won’t be able to overcome the tests and could succumb, or that these moments of uncertainty can bring our business to end or many other negative ideas that are triggered due to the complicated reality we are currently undergoing.

As marketing director of one of the most important brands in the region, I find it impossible to put those thoughts aside. However, I wanted to analyze them in order to put together a reflection shedding light in these moments of such darkness.
It wasn’t easy to process everything, but I would like to share that this uncertain context has a vanguard of uncertainty and contingency situations -with which we are learning to cope-, which led me to think the following:
All business structures can be moved and shaken no matter how stable they seem. I mean this ”new reality” for business that we could equate to the worst natural disasters in the world such as hurricanes, earthquakes or tsunamis.
This undoubtedly shook the foundations of any purchase, sale or logistics process, which forces us to modify, adapt and transform them to be able to resist these attacks.
And this led me to think, do processes only work in an ideal context?
This question echoed in my mind for many days. However, I think the answer is simpler than I thought.
Not only must processes be robust, but also adaptable. If a process is rigid, it is probably strong in a context of normality. However, it will succumb to the worst situations due to not being able to adapt, but the most important thing is that the processes must be digital (which is the most adaptable form that we have at present or at least the most efficient).
But this shouldn’t make us think that if our processes are adaptable, flexible and digital, we will hence be immune to the worst situations, since they can still hit us anyways. Think of a world without the internet.
But, in any case, I am convinced that you can get lemonade from any lemon, even from situations as bad as those we are experiencing today; because every hurricane weakens, every earthquake stops and every tsunami finally recedes. And when it’s done, we have to be ready. So, how does it work out?
This is a very difficult question to answer, but we actually could say that we must rely on our brands’ strongest aspects, which is precisely that, the essence, the identity, the branding, the brand culture, in other words, it is the BRAND itself.
In my case, in the brand where I work, the whole team realized that the business structures can vary, they can shake, but if we manage to make our brand firm, but also adaptable, not even a contingency like the one we are living today will be able to hit us and knock us down. And that’s right, that’s the ignition button that will allow us to exit.
In uncertain contexts, we can put together many contingency and emergency plans, but we will always lean on our BRAND.
In short, if we adapt business and transform, we become part of what the world demands of us.
“Brands are the asset that gives value to companies and they are those who will seek change”.

Lic. Esp. Nicolás Gallo

Brand Manager de Humahuá

Artketing