How Wabi Gained 60% Uplift In Customer Satisfaction During the Pandemic By Linking Salesforce With WhatsApp
Nicolás Ezequiel Bucchi, Special Projects Manager at Wabi
drop in average time to Complete Customer Requests
improvement in Agent Efficiency
of initial customer outreach is now on WhatsApp
You don’t generally associate small local grocery businesses with cutting-edge online services, but Wabi is working to change that. This rapidly-growing eCommerce company headquartered in Buenos Aires, Argentina offers a portal that provides local FMCG (fast-moving consumer goods) businesses like grocery stores, kiosks, and warehouses in underserved areas the ability to sell to their customers online.
Customers can order all of their favorite products from the local stores they know and have everything delivered directly to their door with no shipping fees. Wabi also includes:
WabiPay, an eWallet application that lets consumers pay digitally
Wabi2C, a SaaS component that lets merchants track
their performance in Wabi, and Wabi2B, an application that lets FMCG businesses sell directly to traditional trade stores.
Delivering this widespread service means staying in close contact with thousands of different businesses across the region. Wabi representatives tried communicating with their customers using email, phone, and chat, but quickly discovered that most Latin American’s prefer to use WhatsApp for their messaging needs.
This presented a problem for Wabi because WhatsApp doesn’t integrate with Salesforce, the company’s CRM at that moment. This meant they had no way to transfer critical customer information and conversations between applications, risking important decisions without complete information.
And particularly during the COVID-19 crisis, with travel and personal contact restricted, Wabi needed to lean on messaging to replace face-to-face meetings.
Store performance shot through the roof after we started using Tuvis. We saw 60% gains in customer satisfaction after rolling out the software. After the first month, we were astounded by how much time Tuvis was saving for the teams.
Nicolás Ezequiel Bucchi
Special Projects Manager at Wabi
Wabi implemented the Tuvis solution, and connected their WhatsApp to Salesforce. Enabling their agents to view and sync customer data and back chats on WhatsApp directly into Salesforce and in real time. Also they were now able to:
Return to inbound leads that are interested in booking a ski package but wanting to speak with an agent first.
Reach out to prospects that didn’t finish the online booking process, getting agents to quickly assist in the completion of the booking.
Provide service to people before, during and after their vacation. Services including changes to booked reservation, upgrades, general questions etc.
Wabi Couldn’t Have Asked For Better Outcomes
In a few short days, onboarding was carried out by Virtual Company Services, a Tuvis partner, and a leading Salesforce consulting agency in LATAM and the first partner of Salesforce in Argentina. After rolling out Tuvis to their agents, the total average time to first agent response over 1-on-1 WhatsApp chats dropped by nearly 75%.
Because agents were able to easily transfer store inquiries from WhatsApp into Salesforce, Wabi’s CRM became an eminently useful knowledge base, providing instant access to customer information while communicating with the store. The company’s response times sped up dramatically.
Tuvis link became an invaluable tool for other departments as well. Local agents could access conversations between Wabi’s remote agents and the stores they were about to visit to improve the quality of their customer service. Tuvis found widespread adoption among Wabi’s Internal Customer Experience team, giving them simple, direct access to essential customer information side-by-side with their live conversations.
But the real rewards were found with Wabi’s member stores. Store satisfaction surveys showed a tremendous improvement in their reactions to Wabi’s support process. They felt Wabi was responsive to their needs and knew who they were as customers. This ease of conversation led to dramatic gains in-store performance through the Wabi app.
Wabi Couldn’t Have Asked For Better Outcomes
Wabi couldn’t have been more thrilled with the response from their customers and their internal support teams. “Store performance shot through the roof after we started using Tuvis , “ said Nicolás Ezequiel Bucchi, Wabi’s special projects manager.
“We saw 60% gains in customer satisfaction after rolling out the software. After the first month, we were astounded by how much time Tuvis was saving for the teams.”
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