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 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