Customer Support through Messengers

Customer Service

Before: Four account managers at fitness chain centers spent two hours each day corresponding with clients about rates, trainers’ services, complaints, and appeals about forgotten items via WhatsApp.

Now: An RPA bot using the Twilio service receives requests from customers on WhatsApp and sends automatic responses with a selection of pre-written messages based on frequently asked questions (FAQ). The bot then either registers an appeal, complaint, or request in the CRM system and notifies customer service employees, or sends a response to the client if the appeal does not require further human intervention (for example, information about membership rates).

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