Post by ruhaimaromana22 on Nov 4, 2024 10:19:40 GMT
TapModa is a manufacturer of home and disposable footwear, clothing and textiles. The company has been on the market since 2001 and during this time has reached a new level of production, and also expanded the delivery area to all regions of Russia. The manufacturer works with wholesale and retail customers, offering certified products that are labeled with a digital code Data Matrix.
For the convenience of working with social media marketing service retail customers, an online store was launched. Due to the significant increase in the number of buyers from all regions of Russia, there was a need for a solution that would not miss customers from different time zones during non-working hours of operators.
The tasks that needed to be solved:
Get closer to customers and offer them a choice of communication channels
Collect leads outside of working hours
Increase customer loyalty through fast and quality support
After comparing various services available on the market, TapModa management decided to implement the universal LiveTex chat platform, the functionality of which covered all the tasks set and also met the following criteria:
high quality and a guarantee of stable operation from a company with over 12 years of experience in the market,
support from a personal manager at all stages of cooperation, assistance in resolving emerging issues and prompt feedback from technical support,
fast implementation and a clear interface so that the employee training process takes place as quickly as possible and unnoticeably for clients.
It is important that the consultant can quickly help the buyer in case of questions. According to Baymard , the majority of buyers (58.6%) abandon the cart due to high prices and expensive delivery (49%), as well as due to a complex and long checkout process (18%). Online chat helps the company advise customers on any issues in order to reduce the percentage of abandoned carts and increase the conversion to purchase. To do this, the support operator can help customers understand the checkout process, offer a discount or an alternative product at an affordable price.
Now TapModa customers can get help from employees on delivery, payment, store assortment, cooperation and other issues without having to call by phone.
Callback form
To solve the problem of communicating with customers outside working hours, a callback order form was connected to the site. The buyer independently chooses the time when it is convenient for him to talk. So that the operator can delve deeper into the essence of the problem and contact the client, having a ready-made solution, a file can be attached to the form, for example, a photo of the product or the tracking number of the parcel.
OmniButton
TapModa has also connected the OmniButton, a widget that combines all available communication channels in one place. The widget is a great alternative to multiple icons, while organically fitting into the site content in the mobile and desktop versions. When you click on the button, a full list of channels opens, and the client can choose a convenient channel for communication without wasting time searching for the right messenger.
Messengers
After analyzing the channels that customers most often use, TapModa's management decided to additionally connect Viber, Telegram, WhatsApp messengers. This allowed customers to use familiar and convenient methods of communication to contact the company.
To ensure that operators do not get confused in the windows of different messengers and do not miss requests, all requests come to a single application - Operator Workplace. Also, to improve the speed and quality of service, operators use such tools as quick answers to typical questions, spell check and hot keys.
Evaluation of operator performance
In your LiveTex personal account, you can track the working hours of each operator, the number of requests processed by them, read the history of dialogue with clients, and also monitor the average response time.
For the convenience of working with social media marketing service retail customers, an online store was launched. Due to the significant increase in the number of buyers from all regions of Russia, there was a need for a solution that would not miss customers from different time zones during non-working hours of operators.
The tasks that needed to be solved:
Get closer to customers and offer them a choice of communication channels
Collect leads outside of working hours
Increase customer loyalty through fast and quality support
After comparing various services available on the market, TapModa management decided to implement the universal LiveTex chat platform, the functionality of which covered all the tasks set and also met the following criteria:
high quality and a guarantee of stable operation from a company with over 12 years of experience in the market,
support from a personal manager at all stages of cooperation, assistance in resolving emerging issues and prompt feedback from technical support,
fast implementation and a clear interface so that the employee training process takes place as quickly as possible and unnoticeably for clients.
It is important that the consultant can quickly help the buyer in case of questions. According to Baymard , the majority of buyers (58.6%) abandon the cart due to high prices and expensive delivery (49%), as well as due to a complex and long checkout process (18%). Online chat helps the company advise customers on any issues in order to reduce the percentage of abandoned carts and increase the conversion to purchase. To do this, the support operator can help customers understand the checkout process, offer a discount or an alternative product at an affordable price.
Now TapModa customers can get help from employees on delivery, payment, store assortment, cooperation and other issues without having to call by phone.
Callback form
To solve the problem of communicating with customers outside working hours, a callback order form was connected to the site. The buyer independently chooses the time when it is convenient for him to talk. So that the operator can delve deeper into the essence of the problem and contact the client, having a ready-made solution, a file can be attached to the form, for example, a photo of the product or the tracking number of the parcel.
OmniButton
TapModa has also connected the OmniButton, a widget that combines all available communication channels in one place. The widget is a great alternative to multiple icons, while organically fitting into the site content in the mobile and desktop versions. When you click on the button, a full list of channels opens, and the client can choose a convenient channel for communication without wasting time searching for the right messenger.
Messengers
After analyzing the channels that customers most often use, TapModa's management decided to additionally connect Viber, Telegram, WhatsApp messengers. This allowed customers to use familiar and convenient methods of communication to contact the company.
To ensure that operators do not get confused in the windows of different messengers and do not miss requests, all requests come to a single application - Operator Workplace. Also, to improve the speed and quality of service, operators use such tools as quick answers to typical questions, spell check and hot keys.
Evaluation of operator performance
In your LiveTex personal account, you can track the working hours of each operator, the number of requests processed by them, read the history of dialogue with clients, and also monitor the average response time.