80 million+

messages exchanged in the first WhatsApp campaign
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Coca-Cola Brazil was looking for a way to improve communication with customers and consumers. The objective was to improve the results of internal operations and increase B2B sales, in addition to optimizing engagement and relationships with end consumers. The work was challenging and involved two fronts with several departments within the company. With Blip, the brand found the ideal platform to overcome its challenges, investing in the creation of two smart contacts, each one with specific skills and goals.

KO BOSS was created to automate internal contact with customers and franchises. It was able to handle order requests, which previously happened only during business hours. Order ticketing began to run 24 hours a day, fully automated. At the same time, the optimized service via Whatsapp stimulated a greater variety of products at the points of sale. And so, the number of orders started to increase and revenue saw significant growth. In one of the brand’s franchises, KO BOSS began to represent 30% of the orders in less than a month. KORA virtual assistant, on the other hand, focuses on the end consumer and uses the hybrid service model: part automated and part with human attendants.

post img 1 1 - Coca-Cola

The company’s contact center can centralize conversations using the Blip platform and replicate messages via WhatsApp, Facebook Messenger, and other communication channels. In the first promotion using KORA, more than 80 million messages were exchanged on WhatsApp alone, reaching 40% of participants among all other forms of engagement.

Market Segment

Varejo

Location

Rio de Janeiro – RJ and franchises throughout Brazil

Department in the Company

Atendimento

Communication channels

Whatsapp, Facebook Messenger, Google Business Messenger

Context

Coca-Cola Brazil wanted to transform its channels to improve communication, relationship and awareness among different audiences. It also wanted to increase customer contact and orders from franchises and customers.

Challenge

Optimize operations to increase B2B sales; improve engagement and relationships with end consumers.

Solution

Using the Blip platform, two smart contact fronts were created: KO BOSS, for B2B operations, and KORA, for customer service.

Results

80 million+ messages exchanged in the first WhatsApp campaign. Greater reach, autonomy and agility in customer service. 30% of the orders for one of the franchises are already placed via bot.
We wanted more autonomy in the creation and adjustments of KORA’s intents and more agility to replicate it in other channels. Take is a Facebook’s partner and since WhatsApp is so relevant in Brazil, we also considered it as a diferential.

Tatiana Michelan

Ko.RE Senior Manager

Coca-Cola do Brasil

The fact that we moved from a sales process restricted to a time window for placing the orders to one that operates 24/7 has allowed a significant revenue growth.

Antônio Viveiros

Digital Director

Coca-Cola Brasil

Talk to Blip experts and understand all the ways we can also help your company to boost results through intelligent conversations.

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What company doesn’t want to evolve its digital communication, right?