IndoLinen boosts O2O sales with an omnichannel strategy via SleekFlow
IndoLinen has been a manufacturer and bedding supplier in Bali, Indonesia since 2009. It offers high-quality bed covers, towels, and other bedding for hotels, businesses, and households.
See how IndoLinen maximizes their productivity with SleekFlow.
IndoLinen’s challenges in creating a smooth retail experience
Before using SleekFlow, IndoLinen encountered several operational challenges. Seeking solutions to overcome these challenges, they entrusted SleekFlow to help handle them. But what were these challenges?
1. Scattered chat platforms for customer communication
IndoLinen has many business channels. They sell their products offline and online through marketplaces, including Shopee and Tokopedia, their own website, and various mobile apps. With so many channels, customer enquiries became rather difficult to handle. Besides, if the workload overwhelmed the customer support team, IndoLinen also risked having inconsistency or inaccuracy when resolving customer queries.
2. Incongruence with each store outlet
IndoLinen has 5 branches in Bali, each in a different location. Each outlet used to have a different WhatsApp number for customer communication.
With so many devices and numbers, IndoLinen realized that their customer support was less efficient. Limited to only 4 devices that could be simultaneously logged in for one WhatsApp number, team members might end up replying to the same customer or miss out on some complaints on certain occasions. Recognizing these limitations, IndoLinen sought a solution that enables seamless internal coordination and offers quality customer service.
3. Lack of structure for tracking and monitoring CRM records
The CS team didn’t have a history or background information documented for every customer enquiry. In other words, if these customers returned with similar issues, it might be frustrating for them to repeat the situation to different agents, as they had no information to effectively respond to complaints. Furthermore, the supervisor couldn’t oversee the chats with customers, making it challenging to maintain the quality of their service or provide assistance to new agents when necessary.
How IndoLinen boosts omnichannel sales via SleekFlow
As an Omnichannel platform and a trusted WABA provider, SleekFlow allows retail businesses to run their daily operational tasks more efficiently and effectively. They can now do more, from customer support to marketing.
1. Simultaneous logins with WhatsApp Business API (WABA) for team collaboration
With SleekFlow, IndoLinen successfully migrated from WhatsApp Business into WhatsApp Business API. IndoLinen can now use one official phone number for every branch and publish it on their online platform to increase customer reach.
Having an official WABA account has enabled IndoLinen to consolidate all questions, complaints, and consultations into SleekFlow’s all-in-one inbox. The customer support team can reply to customers and collaborate on chats to offer instant, accurate responses. They can even automatically assign the incoming chats to each agent, making no questions are left unanswered, and everyone can be kept in loop on the progress of the customer enquiries.
Every conversation on WhatsApp can also be monitored by the management, sustaining the excellence of their team.
Every member of the team can monitor the chat as well as grasp the context of the chat and the purchase that has been made by the customer without the need of manual checking one by one.
2. Analyzing customer data with a structured dashboard
IndoLinen’s team can view all conversation analytics on SleekFlow’s dashboard. Assessing the interaction with customers in chats, the customer support team can make improvements and tackle issues effectively. Moreover, the marketing team can also assess the performance of campaigns or tools that have incorporated WhatsApp by analysing the B2B client profiles and targeting more potential leads accordingly. .
3. WhatsApp live chat to collect better leads
It is now effortless for IndoLinen to gather potential customers from their official website. After installing the WhatsApp live chat widget, those who have questions and are truly interested in their product can easily reach out to their brand and understand more before making a purchase.
About IndoLinen
IndoLinen was founded in 2009. Over the years, it has consistently built its company as a trusted supplier of high-quality bedding in Bali. Now, it has 5 physical stores in Bali. IndoLinen's main focus is the hotel industry and the retail business for household needs.
PUBLICATION DATE: Oct 23, 2024
