One of our clients is a major wholesale and retail seller of alcoholic beverages (BAYADERA) with its own online store. Thanks to a wide range of products and high-quality service, the company has earned customer trust and become one of the industry leaders.

Challenges:

The company faced the challenge of improving customer inquiry processing, ensuring efficient support, and increasing conversions, especially in the online environment. With the growing demand for their products, the volume of customer inquiries increased, necessitating a more efficient and faster processing method.

Another important aspect was the need to handle comments on social media, which was done not by call center operators but by employees in the marketing department.

Solution:

The company decided to implement NovaTalks – an omnichannel contact center that automates and processes inquiries from various communication channels. One of the main components of NovaTalks was the widget, which was integrated into the company’s website.

Benefits of NovaTalks:

• Automation of inquiry processing: Setting up auto-greetings and quick responses to common questions, such as information about products, delivery terms, and payment conditions, streamlined the processing process.
• Increase in conversions: Thanks to NovaTalks, customers could quickly get the necessary information and make purchases without delays, leading to increased conversions and sales volumes.
• Optimization of workflow: NovaTalks allowed optimizing the working time of call center operators since many routine inquiries were automated, allowing them to focus on more complex cases.
• Tracking effectiveness: With built-in analytics tools, “BAYADERA” could track the effectiveness of its customer service and promptly respond to any issues or customer dissatisfaction.

Results:

After implementing NovaTalks at “BAYADERA,” the quality of customer inquiry processing significantly improved, the number of conversions increased, and the level of internal process optimization rose. The company continues to develop and enhance its customer service system with NovaTalks to remain a leader in its segment.