Chats and reviews from multiple Google Business listings, Facebook pages,Instagram Pages, WhatsApp numbers, Webchats, SMS numbers etc in one inbox.
Google My Business
Learn how Indus motors and Indus Go improved their online customer interaction management process using Cloodot!
Unorganized review management process
Non coordinated and decentralized.
Prompt review reply was non existent.
Review reply process was inconsistent and ineffective.
Inefficient chats management process
Too many unattended chats.
Confusing and tedious for agents.
Valuable manhours lost jumping between inboxes.
Inconvenience & Security concerns
Had to give all agents direct access to all original listings and platforms.
Agents wasted time on social media feeds.
Lack of cross channel performance data
Managers had no way of assessing overall performance of customer relations across web.
Lack of data to hold agents accountable.
Brought chats & reviews from multiple Google Business Messages listings, Facebook messengers, WhatsApp numbers, Websites & SMS numbers to one inbox. Since Cloodot shows only chats and revews, time wasted by agents on news feeds was eliminated.
Confusion and tediousness
All customer relations and executives were brought to one platform. Our permissions and access control systems let them decide who got access to what. Employees were able to manage multiple channels without having direct access to original dashboards of those platforms.
Our conversation assignment system let them hand over live conversations among different departments and agents. This decreased communications delay and time taken for resolutions. Ability to bring right person to a conversation increased quality of information transfered. Moreover, ability to bring multiple agents to WhatsApp helped them scale conversations via WhatsApp.
Introduced option to mark and follow-up important conversations, attach context on chats and reviews using custom notes, add custom labels to segment customers and use custom template replies for quicker engagement.
Confusion and tediousness
Provided managers with advanced visualizations of operations across every outlets which are otherwise not available on native dashboards. Detailed analysis of their business’s online reputation, customer interactions and team’s performance were also made available. The data helped them take positive and impactful measures. All of these brought more sense of accountability into agents which resulted in improved performance.
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