丰富：通过对话提高销售额和客户忠诚度
技术
- 网络与连接 - 5G
- 传感器 - 激光雷达/激光扫描仪
适用行业
- 城市与自治市
适用功能
- 销售与市场营销
用例
- 需求计划与预测
- 智慧校园
服务
- 云规划/设计/实施服务
关于客户
Enrich 是印度最大的 CoCo 美发美容连锁店。他们在六个城市拥有近 2,000 名员工和 83 家沙龙。他们每月为 130,000 位独特客户提供服务，并因其数字营销和 IT 影响力而获奖。 Enrich 是印度该领域的数字先驱。
挑战
新的客户需求导致需要新的沟通渠道。拨打 Enrich 中心热线的电话数量不断增加，让沙龙的客服人员不堪重负。该沙龙希望找到一种更好的方式与顾客交谈，并为家庭沙龙客户和预约代理提供更好的体验。全球大流行和封锁进一步增加了对远程帮助客户的新方法的需求。
解决方案
Enrich 使用 Infobip 的云联络中心解决方案 Conversations 引入 WhatsApp 作为新的客户沟通渠道。他们创建了 87 个队列，根据客户选择的城市和沙龙将客户路由到正确的代理。他们还在 WhatsApp 上构建了一个自助服务聊天机器人，以自动安排预约。 Enrich 发起了“Click to WhatsApp”活动，以提高人们对新沟通渠道的认识。疫情期间，WhatsApp 用于与客户保持联系并提供支持。该沙龙分享了自己动手的美容技巧，让客户能够进行购买，并通过 WhatsApp 发送开店信息和调查。
运营影响
数量效益
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