Challenge:
Dorsia faced the challenge of strengthening its presence on canada whatsapp number data 5 million digital channels and increasing availability for its customers. In addition, fragmented attention through different digital channels and the difficulty in providing customer service center to center by human agents further complicated the situation.
Solution:
To address these challenges, Dorsia chose to integrate a multi-channel solution from LINK Mobility, leveraging Google Business Messaging 's ability to open a direct communication channel with its customers from the most widely used search engine in the world, along with the automation and personalization of a virtual assistant .
How does it work?
Dorsia's strategy is based on the following logic: a potential customer performs a Google search , interested in finding out the hours and location of the nearest clinic. When typing "Dorsia clinic" into the search engine, the chat option appears next to the company's listing. The customer clicks on the chat option and a virtual assistant greets them in a friendly manner, asking them what information they need. After a brief conversation, the assistant provides the hours, intelligently locates the clinic closest to their location, and even schedules an appointment.
This strategy allows Dorsia to respond to its customers’ frequently asked questions quickly and effectively, both on Google Search and Google Maps. This makes the agents’ job easier by providing them with a scalable tool to manage queries.
For customers , it offers a seamless, frictionless experience, allowing them to easily move from an initial inquiry to gaining valuable information that turns into a purchase .
Results:
Since implementing this solution, Dorsia has experienced a notable increase in interactions with the channel, recording more than 6,149 interactions in a total of 3 months . In addition, the strategy has been a great lead generator, with around 249 potential customer contacts in the same period.
Combining two powerful channels like Google Business Messaging and a virtual assistant from MYLINKConnect has allowed Dorsia to not only improve its online presence, but also offer its patients a more seamless experience , while driving business growth .
