Chat center for sales and support.

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 chatbot 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.

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.

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.