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One app for all your online customer interactions.

Chats and reviews from multiple Google Business listings, Facebook pages,Instagram Pages, WhatsApp numbers, Webchats, SMS numbers etc in one inbox.

Facebook

Business Messages

Google My Business

Instagram

SMS

Case Study

Learn how Indus motors and Indus Go improved their online customer interaction management process using Cloodot!

Before 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.

Cloodot’s 5 step approach

Step 1

Brought every channels to one place

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.

Convenience
Confusion and tediousness
Efficiency
Unattended chats

Step 2

Brought everyone to one place

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.

Security
Convenience
Unauthorized actions

Step 3

Enabled collaboration among agents

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.

Resolution time
Interaction quality
Conversations scale

Step 4

Gave tools to get the best out of every agent

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.

Efficiency
Interaction quality
Promptness
Confusion and tediousness

Step 5

Gave advanced brand performance insights

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.

Accountability
Performance
Proactiveness
Decisions quality

Result

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We never thought interacting with customers from multiple channels was this easy. Cloodot's analytics tools have helped us get better insights into our brand's performance and take necessary steps.

Afdhel Abdul Wahab

Founder - Indus go Group

We were having difficulty managing customer queries and reviews that we get from 100s of our locations. Cloodot has helped to make this process easy and efficient. It’s a wonderful product, it’s easy to use, and the results are fantastic.

Sunil Maddala

Director - Indus Motors

We never thought interacting with customers from multiple channels was this easy. Cloodot's analytics tools have helped us get better insights into our brand's performance and take necessary steps.

Afdhel Abdul Wahab

Founder - Indus go Group

We were having difficulty managing customer queries and reviews that we get from 100s of our locations. Cloodot has helped to make this process easy and efficient. It’s a wonderful product, it’s easy to use, and the results are fantastic.-image

Sunil Maddala

Director - Indus Motors

Critical user reviews usually came under our radar after escalations. But now, Cloodot is helping us to immediately attend to such reviews from all our outlets in one easy to use platform. It's ability to securely bring all relevant stake holders onboard for faster resolutions is a game changer!.

Shemir Muhammed

CEO - EVM Nissan, VW, Skoda

The interface provided by Cloodot is Very friendly and easy to use. The best part is the reports. We get insights into the performance of our customer relations team. Must say, that this is one of the best ‘reputation management’ tools that we have come across.