Case Study 1 : Virtual Sales Assistant(VSA) for Modi Properties
Modi Properties Pvt. Ltd. is amongst the leading builders in the twin cities of Hyderabad & Secunderabad, India, since 1968.
It has a track record of:
40+ years experience
3,500+ homes completed.
1,000+ homes under construction.
600,000 sft of commercial space under construction.
4+ million sft construction completed.
50+ million sft under construction.
500,000 sft of commercial space completed.
Modi properties generates many leads through various digital and other marketing campaigns. The incoming queries are answered:
a) On phone,
b) Whatsapp business number or
c) Live chat service.
The challenges have been:
Waiting time to answer calls on phone or live chat, which results in call drops in a highly competitive market.
Difficulty in answering all queries on whatsapp by sales people.
Reliability of information provided to customers by out-sourced call and live chat services, as they are shared resources.
Expensive in terms of call center costs.
Productivity loss of sales force who answer all types of queries instead of focusing on closing deals.
Modi properties implemented Virtual Sales Assistant (VSA) built on TruVoice AI platform, along side WhatsApp and Live Chat Services. Within a month, Modi properties is solely relying on VSA for prospect engagement and sales assistance.
The highlights are:
All inquiries are verified for name, phone and email. These parameters are flexible and can be changed as and when needed.
Projects are highlighted with rich graphics to generate interest.
Guided conversations are enabled through buttons, which are again flexible and can be changed any time.
Free text and free flowing conversations are also enabled.
Visitors can also request for services such as site visit, where VSA collects time, address and such details as needed, before passing the information to sales.
Off topic conversations are handled appropriately and discussion rerouted to core process.
Live reporting is provided which including access to live chat, download chat scripts and generating reports at any time.
Savings in customer engagement costs
Increase in lead conversion
Case Study 2 : WhatsApp Customer Engagement for Elate Wellbeing
Elate Wellbeing provides short-term and medium-term wellness programs virtually. The programs are fast moving which involves sharing educational content, timely tasks, and answering queries. Elate wellbeing is growing very fast owing to the increasing demand for virtual wellness programs.
Elate uses web and WhatsApp mode for delivery of wellness programs.
The challenges are:
The volumes and intensity of interactions makes the process difficult for the wellness coaches to attend to. The manual process is very expensive and time consuming.
While customer prefer WhatsApp, it is not possible for multiple wellness coaches to address customer queries concurrently.
TruVoice has built a custom solution for WhatsApp customer engagement and program delivery for Elate Wellbeing.
All content is auto-delivered to customers based on program, schedule, timing and follow-up calendar. The content includes messages, images, audios, and videos.
Customer queries are routed to Web Interface where queries are queued based on program, such that respective wellness coaches can answer the queries to customer’s WhatsApp business numbers.
Going forward, query-answering will also be automated.
Elate business model has just morphed into a highly scalable, AI enabled business model.
Savings in operational costs.
High scalability as both program delivery and consulting are automated.
Case Study 3 : Fintosh
Fintosh is a Virtual Financial Advisor for anyone. It provides services such as tax planning, investment planning, retirement plans, child education plans, insurance plans, SIP plans and more. It can also find suitable funds based on risk profiling and investor objectives.
Fintosh is built on TruVoice platform as a B2C product and is available as an Android App and on Web.
Case Study 4 : Lead Management & Customer Engagement for Yoga Sadhana
Yoga Sadhana is Australia’s first private school to teach Isha Hatha Yoga – and part of a global movement to revive the ancient art and science of classical yoga.
Yoga Sadhana receives several inquiries from social media, both on WhatsApp and on its Website.
The Live Chat option on its website is sub-optimal as someone has to attend to the queries.
Yoga Sadhana also gets several inquiries on WhatsApp, which again has to be addressed individually.
Only a small portion of all queries are being addressed in time in the manual process.
Lead management, sending notifications, reminders et al is also taking away good amount of administrative time for the staff in the routine processes.
TruVoice has designed and automated the entire Lead Management and Customer Engagement for Yoga Sadhana.
All Leads are automatically read from Yoga Sadhana and notifications are sent on WhatsApp, as per schedule.
Any further queries from leads are customers are answered by Conversational BOT built of TruVoice platform, 24/7.
Reminders and other alerts are also sent to customers, as per schedule.
An omni-channel experience is provided to the leads and customers of Yoga Sadhana by using the same Conversational BOT across WhatsApp and Web Channels.
Will be updated after few days of observations period!
Case Study 5 : Virtual Customer Support Assistant for Centa.org
Centa is an Ed-tech Company that helps teachers achieve their career aspirations, by assessing and certifying their competencies, connecting them to great opportunities and supporting their professional development.
Centa receives hundreds of inquiries and support requests every month. The volumes run into several thousands during special launches.
Addressing the queries on email and mobile app takes lot of staff productivity away.
Centa also wants to provide an automated channel on WhatsApp as it is one of the preferred channels for its customer base.
TruVoice has designed and automated Customer Support for Centa.
All inquiries are answered by Virtual Support Assistant built on TruVoice platform.
All customer support requests are also taken in conversational style and handed over to Centa support team.
In the next phase, the Virtual Assistant will be integrated with Centa’s CRM for providing entire support service seamlessly.
Omni channel experience is provided for Centa’s customers with same Conversational AI answering both on WhatsApp and Mobile App channels.
Will be updated after few days of observations period!