Increased Conversion by Providing Customer Engagement Through Chat Apps
INPRIME is a full service Internet marketing agency that develops turnkey promotion solutions. Since 2008, INPRIME has been reaching business targets of its clients in the field of online advertising and effective promotion using market’s most advanced tools. Over the years, INPRIME specialists have developed their own Internet promotion methods, refined and tailored to each client.
CHALLENGE:
Digitization of communication with customers, automation, increased conversion rates
In order to create the best marketing platform, INPRIME was looking for a solution that would provide real-time customer service and create a fully automated web browsing. INPRIME's goal was to speed up problem solving and increase sales by moving customer queries to their preferred communication channel – chat apps – and optimization of internal processes.
SOLUTION:
Adding chat apps to the communications suite using DecisionTelecom's API.
With such a vast variety of chat apps, INPRIME decided to find out which of them are the most popular among customers. To start with, the marketing company decided to connect WhatsApp, Viber and SMS using DecisionTelecom's API. This step renders it possible to send promotional mailings to customers in their favorite chat app, as well as have real-time two-way communication with customers; also they added Viber + SMS API – the ability to send follow-up SMS messages to those who did not receive the messages in Viber.
Since INPRIME added chat applications to its communications suite with the help of DecisionTelecom API, agents now can receive and resolve requests faster than ever before. They can also train clients who are not familiar with INPRIME marketing system in time, and their clients are confident knowing that the agent is readily available whenever they decide to try out new features.
RESULT:
More happy customers, reduced request resolving time, increased conversion rate.
Adding chat applications to the existing system using DecisionTelecom API resulted in improved customer experience. Communication with clients has become simple, fast and convenient.
INPRIME's ability to send personalized emails in addition to its new marketing platform resulted in 60% of potential users providing positive feedback and a 35% increase in conversion rates, which significantly increased product and service sales as well as ROI from customers.
The responses that customers receive in real time have significantly improved the positive attitude towards the brand. In addition, efficiency and customer satisfaction have improved since INPRIME introduced the DecisionTelecom system, which allows them to have multiple conversations with customers simultaneously
Andriy Kamchatkin
CEO
DecisionTelecom made our integration quick and easy. Adding WhatsApp, Viber and SMS as customer communication channels with the help of DecisionTelecom API helped us significantly increase our conversion rate. In addition, our customers are more satisfied as now we are able to manage multiple conversations across our customers' preferred channels.
