Use of Viber 2way business platform to interact with customers
Agrotek is an agricultural equipment company that has been operating in the Ukrainian market since 2002, and since 2009 officially representing John Deere in Ukraine. Agrotek is the leading John Deere dealer in Ukraine supplying 42% of equipment and 53% of original spare parts to the country as of 2014. The company is in the TOP 5 John Deere dealers in the world in terms of after-sales service. For the last three years, Agrotek has been the dealer of N1 Michelin in Ukraine.
CHALLENGE:
Real-time customer feedback on the service
Agrotek offers prompt service and advice on equipment maintenance. The 24/7 call center kindly provides professional answers to any questions related to John Deere equipment.
In order to improve the quality of service, however, the company needed to upgrade their customer feedback system. For this purpose Agrotek surveyed its customers to understand which communication channel they prefer. As a result, 73% of the customers preferred communication and service center support in a chat to a call from a call center.
To meet this new customer demand, Agrotek needed a solution that would allow them to communicate with the customer from the company's official account via a two-way chat.
SOLUTION:
Use of 2way messages from Viber messaging platform.
Viber for Business not only allows companies to share multimedia data with their customers, but also automate the process of customer responses in the 2way messaging mode. This service helps customers evaluate the company's work to improve the quality of service, and allows the company to keep in touch with customers through a convenient platform.
RESULT:
Improved and automated interaction with customers.
After the automaton of customer feedback process, Agrotek is now able to obtain evaluation information to analyze the performance of the company's services. Moreover, the use of 2way messages in Viber helped the company apply the know-your-customer approach, which has increased sales and customer loyalty
