A service for working with marketplaces replaced phone calls with WhatsApp correspondence and reduced costs by 3 times

Business specifics

SellerHelp helps entrepreneurs launch online sales on marketplaces:

1. Prepare and collect all documents;
2. Prepare price lists and product cards;
3. Set up sales and logistics;
4. Connect to electronic document management;
5. Obtain an electronic digital signature;
6. Receive a certificate of conformity and a declaration of quality.

SellerHelp sells services. To formulate a price, you need to take into account many nuances that are clarified when communicating with the client. Before the introduction of WhatsApp, managers made more than 20 calls a day to process requests coming from different sources.

Challenge: Optimize customer experience to continue growing

The company was actively growing, with more and more applications every month. Consequently, managers began to spend more time communicating with clients, and the cost of telephone calls increased.

Solution: replaced phone calls with correspondence on WhatsApp and Telegram

Albert Gainullin (Altyn Marketing) set up the integration of WhatsApp and Telegram Personal with CRM using ChatApp. We set up the “write first” function and created an automatic greeting for all incoming leads.

“We tested a dozen services for integrating messengers with CRM. We chose ChatApp because the prices were as transparent as possible - without restrictions on the number of messages per month. The setup process itself was initially not very convenient - you had to scan the QR code on your knee. But now the proposed solution from the ChatApp developers is beyond praise - you can connect WhatsApp to your phone in your personal account and enter the chat. Fast, convenient and affordable.

We worked with demo access and tested the robots. There were no integration failures, and we paid for the service for the quarter. The integration worked stably, new functions from developers constantly appeared - we decided to go with ChatApp, and have been using the service for a year now,” Albert Gainullin, Altyn Marketing.

As it was before:

• The client goes to the site, leaves his contacts;
• The manager calls back, clarifies needs, discusses the nuances of cooperation.

Now:

• The client visits the site, clicks on the widget;
• Selects a convenient method of communication and writes a message;
• The application goes to the manager, who discusses the details and sends the documents.

Or

• The client goes to the site, leaves his contacts;
• With the help of an identification bot, the manager finds out which messenger the client uses;
• The manager writes to the desired messenger, discusses the details and sends documents.

Result: saved 2 working months, reduced the cost of phone calls by 3 times

Over the 5 months of 2022, more than 2,000 dialogues on incoming leads were opened through instant messengers, most of them on WhatsApp. When managers consulted by phone, one initial call took an average of 10 minutes. Managers saved 20,000 minutes of work — that's 2 working months!

Compared to calls from a cloud PBX, communication costs, including ChatApp payments, were reduced by 3 times.

“The percentage of satisfied customers is 93%, not least thanks to the stable operation of the ChatApp service. Now we have stable integrations of WhatsApp and Telegram Personal messengers with CRM. The quality of the service allows you to focus on sales, and not on dancing with a tambourine. In the near future we plan to test mailings in WhatsApp and Telegram,” - Albert Gainullin, Altyn Marketing.