Client - Hong Kong Water Solution
Last updated
Last updated
HKWS Ltd is a member of LBS Group since 2018, one of the largest aquatic products and water quality management service companies in Hong Kong.
"We provide retail and wholesales on aquatic products, serving as the exclusive selling agent of the Korean water dispenser brand NEX. Additionally, we provide professional plumbing services, including water pipe cleaning, to residential, commercial, and government clients across Hong Kong."
Unlike general products, water filtration products require detailed explanations. Customers must consider their specific needs and suitable installation dimensions for their homes when choosing a product.
In the current "stay-at-home economy," online customer service and sales pose new challenges. Initially, we weren't aware of this issue, resulting in the loss of many customers. While browsing our website, many customers had questions. Although our customer service promptly responded via email, customers often didn't check or overlooked our messages right away. As a result, their willingness to make a purchase decreased over time compared to their initial interest.
The same issue arose with telephone inquiries. Customers had to wait for a representative to answer their calls. Even after confirming a purchase, they still needed to visit the website or store to complete the payment process for the order to be considered successful.
This prolonged waiting time gradually weakened the purchasing intent of many new customers and affected the retention rate of existing customers, which was concerning for us.
First, download the iSlash app and connect it to our website's smart customer service system. This allows customers to easily reach our customer service representatives via WhatsApp with just a tap on their screens, avoiding the need for long wait times on phone calls.
Customers tend to check WhatsApp messages more promptly than emails. By engaging with customers through WhatsApp, we can respond quickly and follow up one-on-one. Additionally, we can send payment links and relevant information directly through WhatsApp, enabling customers to complete their orders seamlessly without leaving the app, significantly improve the conversion rate.
Second, setting up the Chatbot on iSlash is incredibly simple and doesn't require any coding skills. With the iSlash Chatbot, we automate responses to common queries, saving a lot of time previously spent on manually answering FAQs. This frees up more time for us to handle inquiries from high-value or VIP customers, allowing us to provide personalized service more efficiently and improve overall customer satisfaction.
Last but not least, iSlash system allows multiple users to log in simultaneously. Its "roster" feature enables the grouping of customer service agents and assigning new customers to them in a round-robin manner. Management can also access all conversation contents to understand the service and performance of each employee. iSlash supports encryption of customer data, safeguarding their complete contact information even after an employee leaves, addressing concerns about customer retention.
Implementing a comprehensive for HKWS can effectively address these challenges, streamlining communication processes, enhancing customer engagement, and optimizing operational efficiency.
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