Customer feedback management. Dialogflow bot constructor. Integration with iiko.

A successful case of our partners “Bot to Help” in the field of customer loyalty management, who were able to automate the process of receiving reviews about the company using the Bitrix24 CRM system, the multichannel business chat service ChatApp, the DialogFlow bot constructor, and the integration of Bitrix24 with iiko.

This case addresses the following issues:

• Using Bitrix24 to work with customer requests;
• Using ChatApp robots to communicate with clients;
• Using DialogFlow to Process Client Messages;
• Using Bitrix24.Sites to generate pages — links to review sites.

A pizza delivery company contacted our partners, “Bot to Help”. The company’s main business process is implemented in the “iiko” system, which does not have all the capabilities of recording the history of communication with clients provided by Bitrix24.

According to the company's business process, after each delivery, they take feedback from customers about whether they liked everything.

They previously used “Revvy”, an interesting loyalty management startup.
The Bot to Help company offered them to implement a similar process in Bitrix24.

General process diagram:

After delivery is completed, a request about the quality of service is sent to the client.

1. If the client is satisfied, he is sent a link to the reviews page;
2. If the client is dissatisfied (the rating is less than the maximum), he is sent a request clarifying the reason. After the client answers the reason for the dissatisfaction, the manager gets involved, records the reason for the dissatisfaction, and, if necessary, tries to smooth out the negative.

Benefits from the process:

1. Constantly receiving automatic feedback on the quality of services provided;
2. Constant generation of reviews from satisfied customers automatically, which allows you to dramatically improve the company’s position;
3. The ability to quickly find out about the client’s dissatisfaction and solve his problems, increasing client loyalty and minimizing the number of negative reviews about the client on the Internet;
4. The ability to track trends by point — the main problems, their number.

How the implementation was carried out:

1. After a successful delivery event is recorded in the iiko system, the necessary information is transmitted to Bitrix24: the client’s name, his contact information, point, time, and composition of the order;
2. After this, if the client has the WhatsApp messenger, a request about the quality of service is sent to him;
3. The client's responses are analyzed by the DalogFlow Bot and transmitted to Bitrix24 information about the client's response;
4. If the reaction is positive, the client is sent a link to an intermediate page (created in Bitrix.Sites) with links to company profiles, where he needs to leave a review. (In this case, the client had different profiles for different points, so landing pages were created for each point);
5. In case of a negative reaction (any rating below excellent), an additional request is sent to the client to clarify the problem;
6. After receiving a response from the client, an employee is involved in the situation to resolve the issue.

What's under the hood:

1. Bitrix24: any paid plan;
2. Integration of iiko with Bitrix24: development by the company Bot to help;
3. WhatsApp's service;
4. ChatApp: Bitrix24 and WhatsApp integration application (see the link for tariffs);
5. DialogFlow: free chatbot builder from Google;
6. Botapp24: application – integration of Bitrix24 with Dialogflow (free for ChatApp clients);
7. Functionality of standard Bitrix24 reports: any paid plan.

Basic information about the project:

Customer's tasks:

1. Increasing the number of positive reviews on major sites;
2. Prompt and regular information about the quality of services provided;
3. The ability to quickly respond to customer dissatisfaction in order to maintain/increase the level of customer loyalty.

Implementation results:

1. Increase in the number of positive reviews by 30%;
2. Statistics on the quality of work of the pizzeria are available.