Chat center for sales and support

The company needed to unload the phone channel - it was the main way of communication between the company and its clients, and online chat accounted for only 1% of the dialogues. As a result, the average waiting time (AWT) was 4 minutes and 49 seconds and the lost call rate (LCR) was 60%.

By connecting WhatsApp, Telegram and Live chat via Chat2Desk, the company unloaded the phone line. AWT dropped to 30 seconds and LCR reduced to 10%. Messengers now provide the round-the-clock support: operators process 40-50 thousand requests monthly. The digital channel now accounts for up to 30% of the total quieries.

Sheremetyevo is a number one airport in Russia in terms of passenger traffic and one of the top ten largest airports in Europe. The messengers' mission was to provide a helpdesk to help solve passenger problems.

Helpdesk operates over two messengers, WhatsApp and Viber. The operators process the conversations around the clock in a single window. The new communication channel has proved to be in demand among the airport's clients: the helpdesk solved the problems of more than 25,000 passengers in two years.

Permenergosbyt is an electricity supplier in the Perm region. In order to make it easier for customers to submit meter readings, the company decided to receive these data via messengers.

Viber, WhatsApp, Telegram, Online Chat and VKontakte have been set up with a chat bot to help clients submit meter readings. Now, 60% of customers who contact the support team via messengers start sending their readings via the same channel. The number of such users increases by an average of 32% per month.

The company started using Chat2Desk in the spring of 2019 to lighten the load on the call center, reduce costs and automate part of the work.

ckassa activated 4 messengers (WhatsApp, Viber, Telegram, VKontakte) and enabled a self-service menu, chat bots and auto replies. While clients are waiting on the call center line, they now hear about the possibility of contacting via messengers. As a result, after 6 months 56% of the traffic was transferred from calls to chats, and the costs decreased by 4 times.

The company needed to start receiving orders via messengers, get new clients using a new communication channel, collect feedback and set up a customer return mechanism.

Messengers help to attract 1700 new clients monthly and allow to process up to 35 thousand requests per month. And with the automatic mailings, the company is able to return clients, collect feedback and maintain the required level of product quality.

Knowledge shop writes essays, term papers and graduation works for students. To optimize business processes the company needed to merge all the lines of written communication into one chat-centre.

Chat2Desk combined communication in WhatsApp, Viber, VK and e-mail. Within a year the company managed to organize work via the Internet. Now Knowledge shop doesn't need to pay office rent and operators are not tied to a place of work. As a result, the company cut down on expenses and improved the supervision of staff.

The company faced the problem of customer reactivation after an abandoned cart: visitors chose the goods but left before completing the purchase. To solve the problem the company synchronised it's catalogue of goods with messengers.

The company introduced a simplified authorization via Telegram and WhatsApp. Clients get a link to a menu on a website and make an order. After that a chat bot and a sales funnel are involved in the conversation. They remind of an order and help to make a choice. In two months the company increased the number of complete purchases to 75%. Also the customer retention rate has doubled.

Gazprom is a Russian energy company. To optimize internal processes, the company decided to implement an AI-based chat bot to the internal support system.

The Electra AI-based chat bot handles more than 50% of the first line questions and helps operators respond to other requests. At the same time, the bot keeps learning and is expected handle up to 70% of the first line questions in the future.

Gemotest is one of the leading laboratories in Russia, which admits 5 million patients annually. The company needed a chat center to lighten the load on the operators since they couldn't cope with incoming calls.

The company connected WhatsApp, Viber, Instagram, VKontakte, Odnoklassniki and online chat. Thereby all the incoming requests spreaded out evenly across all the channels, which decreased the line hold time. Self-service menu helped the clients to solve their problems on their own. Templates, tags and scripts increased the operators' speed.