Ralali 可将首次响应时间 (FRT) 缩短 66Bird

Ralali Decreases First-Response Time (FRT) By 66% with Bird

亚太地区

流程建设者

摘要

‍Ralali is an Indonesian B2B marketplace founded in 2013 that connects suppliers with local merchants. Ralali’s mission is to develop and sustain the best-in-class tech platform for enhancing B2B commerce’s procurement supply chain. With over 22,000 suppliers and 1.5 million merchants buying on Ralali, the company is well on its way to fulfilling that mission.

Channels

使用的产品

流程建设者

Inbox

66%

首次反应时间减少

22,000+

供应商与平台合作

8.5

WhatsApp的NPS得分

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预约演示

挑战

Ralali 的发展意味着有更多的商户和供应商咨询需要客户支持团队的关注。Ralali 仅通过电子邮件和电话来处理支持问题。随之而来的来回奔波非常耗时，解决争议的等待时间很长，而且channels 也不同步。

此外，Ralali只通过电子邮件、短信或Ralali应用程序发送通知--新订单、报价请求或新聊天记录。对供应商的短信传递率很低，一些供应商没有打开他们的电子邮件。Ralali还注意到推送通知的延迟，因为商家使用的是低端智能手机，会延迟这些通知的发送。

解决方案

Ralali discovered that Bird could help them use WhatsApp and Inbox to solve their customer support needs:

Inbox allows Ralali’s agents to see messages from WhatsApp in one place, minimizing the number of missed support tickets.
Ralali uses WhatsAppchatbots 解决重复性查询问题, configured with a menu with predefined answers to frequently asked questions.
With Inbox, Ralali set up a service and 解决纠纷的技术支持 "热线". Ralali’s support team resolved onboarding difficulties and app or transaction errors faster through chats.

它看起来如何

通过WhatsApp发送自动通知也有助于供应商增加销售和收款。

Ralali uses 流程建设者 to send automated notifications at different stages of their suppliers’ journey to increase engagement with merchants and help them 增加销售. For example, when suppliers get a new quote request from a buyer, a WhatsApp notification accelerates their reply 到 buyer.

Additionally, Ralali set up payment reminders via WhatsApp, giving suppliers a 2- to 3-day grace period to complete a payment after purchase. These WhatsApp reminders 遏制了逾期付款.