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 Take 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 BOSSwas made to automate the internal contact with customers and franchises. It was able to solve the order request, which previously happened in business hours. This ticket entry began to run 24 hours a day, all automatically. At the same time, the optimized service via Whatsapp stimulated the variety of products at the points of sale. This way, the orders started to increase and the revenue had significant growth. In one of the brand's franchises, KO BOSS began to represent 30% of orders in less than a month. Focused on customer service, KORA virtual assistant uses the hybrid service model: part of it is automated, and another part is done with the human attendants of the team.
The company contact can centralize conversations using the Take 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 only via WhatsApp, reaching 40% of participants among all other forms of enrollment.
Antônio Viveiros | Digital Director - Coca-Cola do Brazil
The fact that we left a sales process that restricted the order window to a 24/7 window allowed a significant revenue growth.
Tatiana Michelan | Ko.RE Senior Manager - Coca-Cola Brazil
Blip is the tool that came to solve speed problems. We wanted more autonomy in the creation and adjustments of KORA's intents and more agility to replicate in other channels. Take is a partner of Facebook and, due to the relevance of WhatsApp in Brazil, we also considered it as a diferential.