The customer service sector of companies, of all sizes, faces daily challenges such as identifying contacts without a response or those that did not materialize into sales, and the inability to filter, through conversation lists, who the customers or leads in negotiation are, among others. Automating customer service is not enough, it is necessary that this automation also be applied to the organization of the relationship between the company and the consumer.
Technological development is an ally in addressing this pain of organizations. So much so that a startup specialized in centralization and automation of contact channels, Poli Digital, is launching a tool in the market with the aim of providing organizations with greater fluidity and continuity in customer relationship management.
Named Poli Flow, the product allows scheduling date and time for sending messages via WhatsApp, scheduling reminders and activities, viewing chats through the Kanban method (visual resources for task management) and divided by service funnels, tracking all customer information history and obtaining personalized reports. The solution is already available to companies served by the Poli Digital tool.
“Poli Flow is a solution to organize customer relationships. By using it, the manager can keep track of which customers are unresponsive, have different views of the conversation list, organize conversations into cards that can be for support and sales,” exemplify the COO of Poli Digital, Timóteo Luis, and the CPO of the company, José Augusto, who on June 19 presented details of the new solution in a live event.
Executives make a point of emphasizing the benefits of Poli Flow combined with Poli Chat, another product from Poli Digital. “Poli Chat is the environment where the customer will exchange messages, have all the details of what was discussed with the customer, and be able to start new conversations. While Poli Flow is a complementary tool, where it is possible to see which clients are without a response, and for how long; which cards are created, and view their status,” they mention.
They also emphasize that Poli Flow, being integrated with Poli Chat, automatically integrates WhatsApp, Instagram, Facebook Messenger, and the websites of the companies that use it, thus assisting in the entire communication management process.
“The service management process is designed for contract subscriptions, proposal management, product delivery, forecast of closing opportunities, sales goals, and conversion reports. These insights can be used in Poli Flow as inputs for better management of the customer contact moment, but they are not the main purpose. Poli Flow is to organize, in an automated way, the relationship itself with the customer,” differentiate the executives of Poli Digital.
With the launch of Poli Flow, Poli Digital positions itself as a customer service platform in all stages of its process, “from lead capture to closing the sale and customer relationship.”
“We expect the customer to increase their satisfaction by using our product as a complement to service, allowing for better organization and, consequently, an increase in sales,” say the professionals.
