Customer Stories Template

Ferretería EPA C.A. is a Venezuelan hardware retail chain with a wide range of product categories including electrical products, plumbing and masonry. Its targets are businesses and individual consumers. It currently has 16 stores in different cities around Venezuela.

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The Problem

In the past, Ferretería EPA C.A. 通过网站聊天和WhatsApp处理客户咨询，这是委内瑞拉最受欢迎的消息应用之一。每个代理使用自己的WhatsApp号码，这使得监控对话和团队协作变得困难。

主要是需要一个适用于多个用户的WhatsApp解决方案。 This would help the agents identify customers, collaborate with each other, provide more effective customer service and potentially increase sales.

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The Respond.io Solution

After comparing it with other solutions, Ferreteria EPA C.A. 决定选择respond.io有几个原因：易用性、价格竞争力、它的全渠道收件箱和自动化构建器。 With the help of respond.io, the following solutions were implemented.

WhatsApp API and Website Chat were Connected to an Omnichannel Inbox

與網站聊天相比，WhatsApp 等訊息應用程式在客戶溝通上有更多好處。 Yet, website chat is a universal way of contacting a business that doesn’t require customers to install any app.

Due to the growing popularity of online commerce, it was important for Ferretería EPA C.A. to meet the needs of its increasing online customers through website chat and WhatsApp by enabling more agents to handle conversations.

respond.io團隊推薦360dialog作為WhatsApp合作夥伴，負責激活和管理WhatsApp Business API帳戶。 Ferreteria EPA C.A. 现在可以以固定费用访问适用于多个用户的WhatsApp API帐户。

不久之后，网站聊天也连接了。 Customer conversations are centralized on a single platform by connecting WhatsApp Business API and Website Chat to respond.io. Now conversations are easier to supervise and agents can collaborate in difficult cases.

Pre Chat Surveys were Implemented to Reduce Agent Workload

WhatsApp conversations allow businesses to capture leads automatically as they can save a customer’s phone number. Although website chat is often anonymous, you can overcome this limitation with respond.io.

Ferretería EPA C.A. added a respond.io website chat widget to its website. 为了优化解决时间，决定添加一个聊天前调查，在与代理开始对话之前收集关键客户数据。 Since there’s no need for so many questions, it saves time for both agents and customers.

Automation was built to Handle Inbound Conversations

Currently, Ferreteria EPA C.A. has 11 customer-facing agents attending to customers through respond.io. These agents are multi-functional and are responsible for answering inquiries as well as registering purchases.

Ferreteria EPA C.A. 实施了respond.io工作流自动化，用于入站对话以识别对话目的。客户看到一个互动的询问或购买选项菜单，并被引导到一位可用的代理。

Catalogs are Distributed en Masse via WhatsApp

WhatsApp API Broadcast为像Ferretería EPA这样的公司提供了很好的机会，该公司拥有广泛的产品目录。 Now, its catalog is not only found in its physical stores but is also sent as a PDF via WhatsApp.

尽管WhatsApp Business应用程序在大规模消息发送方面有限制，但WhatsApp Business API允许企业一次向数千用户发送信息。这加上respond.io的定位和细分能力，使其成为一个有效的再营销工具。

Customer Satisfaction is Assessed with CSAT Surveys

Ferretería EPA C.A. has an average of 19,000 messages per month (inbound and outbound) over WhatsApp and web chat. That's a large number of customer interactions, and also a great opportunity to measure how satisfied customers are with its service.

Using respond.io Workflows, Ferretería EPA C.A. 在与其代理人互动后，向客户发送CSAT调查。 Thanks to this, Ferretería EPA C.A. is able to identify its strengths and areas for improvement.

“We were looking for an easy-to-configure tool that could consolidate our different communications channels. Respond.io and 360dialog offered a better proposition than the other solutions, with quick and easy onboarding. In addition, we like the way respond.io has developed over time. They have taken into account proposals from the entire community and implemented them, creating a truly excellent tool.” - Oriana Sanchez, Systems Manager for Ferretería Epa C.A.

“Thus far we have connected seven companies to respond.io including ours. In our particular case, we use respond.io for our support center. We regard respond.io as a smart solution with an easy-to-integrate API, which allows joining multiple messaging channels under a single platform, and building Workflows without programming. Respond.io propels our clients’ businesses, adding value to every customer-company interaction.” – Jose Cruz, Business Development Manager for Intelix Synergy C.A.