Omnichannel Membership Program Case Study
Friso
Customer Service Management
Membership Data Analytics
Website
Challenges of This
Omnichannel Marketing
Case Study
In this omnichannel marketing case study, Friso faced several challenges in managing customer interactions. Inquiries were scattered across multiple platforms, leading to inefficiencies, and the manual entry of consumer data consumed a significant amount of manpower. Categorizing customers was difficult, which resulted in ineffective promotions and offers. Customers, especially parents, also experienced delays in receiving responses due to limited customer service staff. Additionally, providing personal information for each inquiry added unnecessary complexity. Accessing the latest promotions, educational content, and product samples wasn’t easy for customers, and submitting sensitive documents through fax and email created further friction.
Enhance Customer Sign-ups with Chatbot Convenience
Shorten response times and reduce manpower for generic inquiries with our efficient chatbot.
Optimize marketing efforts through consolidated data for more precise targeting.
Taking You to the
Next Level of Success
The Omnichannel
Marketing Solution
Tailored Chatbot Integration for Seamless Customer Experiences
To streamline customer service, we integrated a customized chatbot and customer service interface into Friso’s backend. Since many inquiries come through WhatsApp and Messenger, the chatbot handles basic queries efficiently. For more complex issues, the chatbot quickly redirects customers to a live agent for personalized support. This integration enhances the efficiency and effectiveness of Friso’s customer service.
01
Member Registration and Account Linking
Consumers can now easily apply for membership through the WhatsApp or Messenger chatbot. Once registered, they can link their accounts for quick access to their membership details. This system allows customers to share information in various formats such as text, pictures, videos, and audio messages, making the process more flexible and user-friendly.
02
Product Sample Redemption and Promotions
Consumers can apply for product samples effortlessly, with promotion details easily accessible through the main menus of WhatsApp and Messenger. The simple menu navigation ensures a smooth experience, helping customers stay informed and engaged with the brand.
03
Effortless Inquiries
Customers can submit inquiries via Messenger and WhatsApp at any time, and Friso’s customer service team promptly addresses them during working hours. Consumers can share questions and information in various formats, including text, pictures, and audio, making it easier for them to communicate their needs.
04
Event Applications from Our Omnichannel Strategy
Members can stay up-to-date with the latest events, such as parental talks or workshops, through the chatbot. Topics like C-sections or prenatal delivery preparations are easily accessible, allowing parents to seamlessly apply for and attend these informative sessions.
05
Data Management
Our data team developed a comprehensive data management system that consolidates inquiries from all platforms into a unified system. This approach categorizes customer inquiries to optimize service and securely stores user data. With this system in place, Friso can create targeted retargeting strategies, ensuring that promotions and outreach efforts reach the right audience at the right time.
06
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