What’s app support integration
Budget: ₹600 – ₹1,500 INR
Background:
There is a social commerce platform that facilitates group buying in gated communities via Whatsapp groups. They launches and runs Whatsapp groups with every community that goes live. The purpose of these groups are to facilitate engagement amongst residents of these gated communities, to run campaigns and promotions and to introduce new makers.
Problem Statement:
When customers have order related issues, they reach out to us or provide bad feedback on these Whatsapp groups. This in turn has a very negative cascading effect and affects the sentiment of other Whatsapp members. And thus it is important that we should comes up with a separate channel of support independent of these Whatsapp groups
Requirement:
1. Evaluate “Chat Support” as a support model for Our customers
2. What should be the success metrics of the pilot?
3. Draw an execution plan on how the pilot should be rolled out
4. What should be the long term vision of our customer support (channel strategy , support policy etc.)
Voice of the customer:
Some cohorts of the customer base are resistant to change and prefer reaching out on Whatsapp groups or to admins of the group directly.
Another cohort prefers maintaining privacy and will be happy with a chat solution that helps them reach out to Our customers directly.
There is a social commerce platform that facilitates group buying in gated communities via Whatsapp groups. They launches and runs Whatsapp groups with every community that goes live. The purpose of these groups are to facilitate engagement amongst residents of these gated communities, to run campaigns and promotions and to introduce new makers.
Problem Statement:
When customers have order related issues, they reach out to us or provide bad feedback on these Whatsapp groups. This in turn has a very negative cascading effect and affects the sentiment of other Whatsapp members. And thus it is important that we should comes up with a separate channel of support independent of these Whatsapp groups
Requirement:
1. Evaluate “Chat Support” as a support model for Our customers
2. What should be the success metrics of the pilot?
3. Draw an execution plan on how the pilot should be rolled out
4. What should be the long term vision of our customer support (channel strategy , support policy etc.)
Voice of the customer:
Some cohorts of the customer base are resistant to change and prefer reaching out on Whatsapp groups or to admins of the group directly.
Another cohort prefers maintaining privacy and will be happy with a chat solution that helps them reach out to Our customers directly.