Company Name:
ROCKETBOTS MALAYSIA SDN BHD (1345574-T)
Sector
Digital Services, Digital Health, Digital Tourism, Transportation, Government
Tech Enabler
Data Centre & Cloud, Artificial Intelligence (AI) and/or Big Data Analytics (BDA)
Overview:
Explore how Lamarsa Coffee, one of Malaysia’s largest coffee equipment retailers, used respond.io to centralize customer communication and manage chats across WhatsApp and other messaging channels in six countries. By implementing chat automation, conversation routing, and analytics, it efficiently managed sales inquiries and segmented customers for targeted broadcasts. As a result, Lamarsa Coffee achieved 38% faster response times, generated 10x more leads, and saw a 50% increase in sales.
Pain Points:
1. Businesses struggle to manage conversations and contact details across multiple countries, branches, and messaging channels efficiently.
2. High volumes of chats overwhelm businesses, causing missed opportunities and delayed responses when handled manually.
3. Managing repetitive tasks during chats with leads hinders productivity and slows down response times.
4. Managers lack visibility into conversations on WhatsApp, Facebook Messenger, & Instagram, making it difficult to monitor agent performance and optimize customer engagement.
5. Businesses lack effective retargeting tools to follow up with leads, impacting conversion opportunities.
Solution/Services:
Respond.io
•Omnichannel Inbox: Provides a centralized inbox that integrates with popular messaging channels and CRMs, enabling businesses to streamline conversations and contact management across multiple countries and branches.
•Task and Chat Automation: Allows you to automate repetitive tasks like lead qualification and chats and routes conversations to the right branches, departments, or agents, speeding up response times and ensuring inquiries are efficiently managed.
•Centralized Dashboard & Reporting: Real-time dashboards and reports offer deep insights into team performance, allowing managers to monitor agent productivity and optimize customer engagement strategies for better outcomes.
•Instant Messenger Broadcast: Respond.io enables businesses to effectively retarget leads through personalized broadcasts, improving conversion opportunities.
Link: http://respond.io/
Key Features and Functionalities
•Real-time notifications
•Mobile App
•Omnichannel Inbox
•Automation & AI
•Dashboard & Reporting
•Broadcast
•Click to chat ads
•CRM Integration
Implementation:
Businesses can integrate popular messaging channels like WhatsApp, Facebook Messenger, and Telegram into the respond.io platform, creating a single, centralized hub. The platform also offers flexible integration with CRMs, ERPs, and other industry-specific software.
Benefit:
•Increased lead generation
•Increased revenue
•Improved response time and customer experience
•Improved customer retention
Link: https://respond.io/customers/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6countries-by-50