Market Segment

Bens de Consumo

Location

Florianópolis – SC

Department in the Company

Atendimento

Communication channels

Whatsapp, Blip Chat, Facebook Messenger

Results

5,000+ people contacted per month on the brand’s smart contact, Fabi. 1million+ messages exchanged by May 2020. 800+ visits scheduled per month, on average, helping meet rental goals.

Context

With focus on innovation, Brognoli wanted to adopt digital customer service, better suited to the Brazilian habit of using message apps.

Challenge

Digitize the company’s traditional communication methods and begin offering 24/7 service, more personalized contact, and post-sales follow-up.

Solution

The virtual assistant Fabi was created on our platform. It is able to maintain several simultaneous conversations, allowing customers to find solutions easily without having to resort to a human agent.

Brognoli is the largest real estate company in the state of Santa Catarina and has been in the market for 65 years. The company took on the challenge to evolve their traditional way of communicatiing and integrate digital media. The focus was on innovation after the realization that the market had changed: customers no longer made phone calls to schedule services. It was necessary to adapt to the new profile of the Brazilian people, who are heavy users of messaging apps, and offer their services where people were found. Through Take Blip platform, a smart contact named Fabi was created, which was available 24/7 and became the focal point of customers’ contact with the company. It offers support through WhatsApp, Facebook Messenger and also through their website, by using our Blip Chat, and tracks the status of the whole service process, all the way to the negotiation.

When making contact with Brognoli, the customer has the option to be transferred to the chatbot service on WhatsApp, thanks to the voice to digital technology. With the support of Take Blip platform, Fabi schedules visits, recommends properties based on the customer’s search history, informs about warranties/collaterals and gets leads on new properties. Fabi also makes life easier for existing tenants: it issues copies of bills, schedules calls to discuss financial or maintenance issues, requests negotiations and debt settlements and monitors the status of these services. Today, the smart contact is responsible for more than 80% of the visits to the company. In February 2020 alone, out of the 1,400 schedules made, 1,200 were made through the chatbot. Until May of the same year, more than 1 million messages had been exchanged, with more than 5,000 leads contacted monthly through the smart contact. Fabi has been so successful that customers’ average evaluation for the service is 8.9.

Gabriel Diederichsen

| IT Manager -

Brognoli

We were looking to bring the company into the digital era, with focus on innovation. We wanted to move forward with Artificial Intelligence and when we researched some platforms, we discovered Take Blip and saw that we could have the official WhatsApp API on a more mature platform capable of giving us the evolution we were looking for. // We have evolved a lot in this last 12 months: we started off with a basic chatbot that relied on menus and grew more and more until we got to Fabi, which hardly ever uses a menu, but rather a lot of Natural Language Processing. We managed to do everything we wanted with Take Blip. We felt it was the best in the market to help us achieve our goals.

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