Costs reduced by 40% with the help of unified multi-channel customer communication
MediaHub advertising agency ties together companies, brands and specialists in the field of advertising and communications. MediaHub provides services in the field of analytics, advertising, PR, sociology, marketing and media buying.Roman Peresunko - Head of MediaHub advertising agency.“At some point we realized that we needed a single provider that would help us cope with the numerous tasks of communication with our customers through various communication channels.After looking for a reliable partner, we found out that DecisionTelecom offers a universal platform for customer communication. DecisionTelecom's cloud solution rendered it possible to quickly adopt multiple channels such as SMS, Viber and WhatsApp to communicate with customers.”
CHALLENGE:
Multiple separate platforms for customer communication
A number of MediaHub customers used different providers for different channels for their advertising campaigns. Due to their inability to consolidate tools and data in a single interface the campaigns did not work well, and their launching costs were high.
MediaHub team realized that they needed a single provider that would help them deal with multiple issues and secure their communications in the future.
No data centralization
The lack of proper centralization and storage of data have led to deterioration in the quality of customer service. Since the data was not brought together, the agents often had to start communication with customers from point zero.
SOLUTION:
A single platform for multi-channel customer communication
DecisionTelecom provided a universal platform for communication with customers. DecisionTelecom's cloud solution rendered it possible to quickly adopt multiple channels such as SMS, Viber and WhatsApp to communicate with customers in one web interface.
A universal Chat Inbox made it possible to have a dialogue with customers online and promptly respond to customers’ questions in the same messenger in which the customer sent their request.
In addition to customer service channels, MediaHub also launched advertising campaigns on DecisionTelecom’s platform via Viber, SMS, and WhatsApp to reach new customers and increase sales.
RESULTS:
Up to 40% saved
MediaHub has achieved many positive results since the launch of DecisionTelecom platform. Moving to the universal solution allowed them to manage campaigns, communicate with clients, and gain valuable insights from reports. As a result, they managed to reduce the number of services provided by previous providers resulting in cost savings of up to 40%.
In addition to cost savings, DecisionTelecom's Chat Inbox has proved to be more agent-friendly and efficient improving agent response time in the market by 90%.
With support and advice from DecisionTelecom specialists, as well as the use of BigData, MediaHub has improved messaging and targeting in a number of channels:
- SMS: With proper customer segmentation, conversion rates have improved by 25%.
- Viber: Viber advertising campaigns now achieve an impressive 50% open rate, and compared to SMS, Viber campaigns give MediaHub a 40% higher conversion rate.
In conclusion, MediaHub has significantly improved customer experience by implementing a multi-channel communications strategy using Chat Inbox, Viber and WhatsApp to assist new and existing customers throughout their customer journey.
Roman Peresunko
Head of MediaHub advertising agency
DecisionTelecom’s platform helped us at MediaHub significantly improve our customer communication. Before DecisionTelecom, customer used to be served manually, but now these processes are more automated, economically efficient, and user-friendly. Now our customers have a seamless customer journey, and at the same time we have cut our costs by about 40%.
