Dostaevsky is a federal-level service that began operating in St. Petersburg more than 10 years ago, specializing in the delivery of home-cooked meals and operating in the dark kitchen format.
In 2016, the service turned to LiveTex for a solution that would help make communication with clients more efficient and high-quality.
The following tasks were set:
- Implement and eventually expand the number of text communication channels to gradually digitalize customer communications and increase operator productivity.
- Organize the work of operators with text channels in one window and ensure a high level of customer service.
- Implement tools for analyzing vietnam whatsapp number data the work of operators: track the implementation of KPIs, build effective and high-quality communication with clients, observing the service standards adopted in the company.
- Implement tools for managing operators and monitoring their workload levels online.
Increasing operator efficiency up to x15 times.
Connecting online chat on the site
In 2016, when Dostaevsky contacted LiveTex, the popularity of text channels was just starting to gain momentum, and most clients still preferred to contact the service by phone.
To unload voice channels, we suggested that our client start by connecting a chat on their website. With its help, clients could get information about their order, its contents, and answers to other questions of interest to them. To business sale lead improve communication with clients and increase their trust in managers, the service added pre-chat fields for entering a name and clarifying a question on the website. This made communication more personalized already at the first request of the client. In addition, the operator could quickly get to the heart of the matter even before the start of the dialogue.
Implementing chat into a mobile application
In 2018, Dostaevsky updated the mobile app by adding a chat with support. To this day, the chat in the mobile app is one of the key channels for communication with clients in Dostaevsky.
Connecting social networks and messengers
In 2019, due to the growing number of requests in the chat on the website and the rapid growth in the popularity of digital channels, it was decided to additionally connect the most common instant messengers and social networks for communicating with clients: Telegram, WhatsApp*, Viber, VKontakte, Instagram* and Facebook*.
Thanks to them, the service allowed clients to choose a convenient channel for communication and stay in touch without having to go what is it and how to build a remuneration system to the site. Just like in the online chat, the most popular questions in these channels are: order status, its configuration, etc.
Thanks to the connection of digital channels, currently 90% of requests are through text channels, and, observing the dynamics, we can safely say that this figure will increase.
” We strive to ensure that the maximum number of contacts are carried out in digital form , and not through the voice line, so that clients receive assistance mainly in text format. This is due to the fact that the voice channel has limitations in productivity and efficiency. One employee can only serve one client at a time, conducting a dialogue with him. In a chat, one employee can effectively process 5 to 7 dialogues simultaneously, and at peak loads – up to 15. This is more efficient for us in terms of resource use,” says Dostaevsky.