To popularize the product, we created a remote support service and gave them the tools to work
Distributors sell our mum and baby formulas and clinical nutrition products online, in retail stores and on marketplaces. That is, there are at least two links between us and consumers. Therefore, we initially decided to launch support on social networks, on forums and marketplaces to form a community around the brand.
For about six months we have been choosing the right solution for communicating with consumers. We compared applications using a number of criteria:
- Integration with Mango-telephony.
- Integration with Youscan.
- Processing requests on Instagram and Telegram.
- Automation of call processing.
- Having a message history.
- Visual reporting
Usedesk benefited from a more friendly and intuitive interface for the operator.
Now we have all comments and messages on social networks go immediately to Usedesk in the form of tickets, and reviews and mentions on marketplaces, forums, review sites and in the media are pulled to Usedesk from Youscan and also become tickets. Youscan is a service that collects all reviews on marketplaces and mentions of our brands on the internet. It integrates easily with Usedesk. As a result, all comments, direct messages, reviews and mentions are collected in one place – in Usedesk.