Building an integrated omnichannel platform for client live support in social media.
As any successful business BelkaСar was invented in the kitchen. But from the very beginning this company was distinguished by its attention to detail, for example to the choice of IT platform for business. It must have been the result of the company founders' previous experience. They decided that their business would be based on the best IT technologies and modern approaches to client relationship management.
The difference between car sharing business and the well-known old-school rent-a-car is that the car is rented to the client by minute exactly at the moment it's needed. The client can't wait problem resolution for hours, they can't look for their car in the city streets for half a day what is quite possible with rent by day. The client needs a car in proper state here and now, otherwise they immediately switch to a competitor company. This fact dictates that the company has to be always in touch with the client to solve their problems almost as soon as they appear.
As a rule, channels like dedicated phone number and email are used by companies just because it's easy, standard and is supported by all business systems and service providers. But there is the rub, with the phone number you still need to get through and an email supposes not a permanent but an iterational interaction when a reply to a question can take hours to reach the client. Evidently this is absolutely not in line with the main concept of car sharing: doing work fast and always be in touch.
At the very beginning of 2018, immediately after New Year celebrations, the company represented by marketing department ordered to start the project for creation a modern system of online client support with the focus on the main task to quickly launch a chat-service on all the main social media platforms.
Concerning business high sensitivity to the quality of interaction with the client and the speed of their problem solving, it was decided to choose a scalable platform Zendesk Enterprise including Help Desk Support system, intelligent knowledge base Guide and omnichannel access solution Chat.
In 10 days the process of social media requests handling began its work and implementation of live chat technologies (Zendesk Chat) started. Due to a developed SDK and API within all Zendesk subsystems, the project team managed to execute deep end-to-end integration of chat-service (with its chat bot inside) with social media interfaces and a universal knowledge base Zendesk Guide. Full launch of Guide knowledge base allowed to relieve the agents of standard routine questions and create an effective system of self-assistance for the client, and now the clients have 154000 views of articles a month in Guide knowledge base, with 80000 of them in mobile application.
During the project a unique integration of Zendesk Chat capabilities into Telegram platform was carried out.
Less than in a month after the project launch the company started receiving and processing clients' request flow using a universal business logic and a universal routing and execution control system.
Next, based on Zendesk Insight (BI analytic tool) solution a system of support control and evaluation was developed, which allows to make a sample estimate (about 10% of all chats) of the client interaction quality and work out offers on further improvement of operational and business process efficiency.
Unique integration of Zendesk Chat and social media (Telegram, VKontakte, Instagram, Twitter, YouTube, Facebook)
The system handles 800 chats a day with chat average duration of 8 min
Average client's ticket closing time is less than 15 min
SLA on support in social media is stable > 96%
Do you often need to get somewhere fast, but don't want to own a car? Then carsharing is the best solution for you. At the same time, on the road, and even with the car, many problems can arise that need to be solved at lightning speed. A quality Help Center becomes the key to improving the customer experience and therefore increased loyalty.
Mobilis in Mobili
Most of the questions whith carsharing arise away from comfortable workplaces and large screens. Therefore, the key requirement for car-sharing user support portals is the ease of use it with any mobile devices and small screens. But fast and effective.
Icon of style
A custom icon set designed for the project helps to make the Help Center unique and memorable