Reduction in respose times to buyer queries
India's largest Proptech player faced a significant challenge in managing site visits across 5000+ WhatsApp groups involving multiple stakeholders, including on-ground logistics teams, builders, sales representatives, and marketing personnel.
Every step of the process, from notifying the builder about an upcoming site visit to confirming the visit’s completion, was managed manually within these WhatsApp groups. This led to inefficiencies, with logistics managers struggling to track unaddressed tasks, while central teams lacked visibility into the overall status and performance.
In their quest for a solution that could streamline communication while maintaining control, the team turned to Periskope. By leveraging Periskope they achieved:
Multi-agent WhatsApp Groups Management: Enabled 50+ agents to manage 2000+ WhatsApp groups using just one connected number. Agents simply login via email and view and respond to WhatsApp messages across groups & 1:1 chats.
Automated ticket creation from WhatsApp messages: Allowed the team to seamlessly convert customer queries from WhatsApp groups and chats into trackable tasks, ensuring they were assigned and followed through to closure.
Automated Messaging Workflows: Automated thousands of daily messages, including notifying builders of upcoming site visits and receiving acknowledgments post-visit.
Enhanced Visibility and Control: Gained full oversight into key team metrics like response rates, average response times, and unresolved queries.
By streamlining communication on WhatsApp, the team achieved a 75% reduction in response times to queries and saw a 32% boost in buyer visits. The platform also enabled the staff to shift their focus from routine administrative tasks to more meaningful customer interactions, greatly enhancing overall productivity.
