Tathiana Rohlfs | Customer Relationship Manager - Hermes Pardini Group
The great differential in the relationship with Take was the fast and assertive deliveries. They were able to understand quickly what our need was and deliver a product that fully met what Hermes Pardini expected
Fabiana Martins | Service monitor - Hermes Pardini Group
Through Blip Desk, a Take Blip platform human service tool, today we serve eight customers simultaneously. We work with more agility and more assertiveness, not leaving the customer so long in the line.
The Hermes Pardini Group owns several diagnostic and preventive medicine laboratories in the states of Minas Gerais and São Paulo. Since the high number of daily contacts is a challenge, and following a guideline of excellence in service is needed, we identified the need to explore new ways to talk with customers.
In order to optimize communication and to be present in a popular channel, Hermes Pardini invested in solutions via WhatsApp, with the help of Take Blip platform.
The group's official contact now offers automated service and performs scheduling, cancellations and delivery of exam results much faster and more efficiently.
Besides the automated functions, the smart contact still integrates human service, which is triggered in more complex situations. Through the solution, each agent can serve about 8 customers at the same time via Blip Desk, our tool for human service.
In a few months of implementation, the changes have already been noticeable. More than 5 thousand exam results were delivered automatically via WhatsApp.
The group had more than 2 million messages exchanged with more than 40 thousand customers. The operational efficiency of the team of attendants increased by 30%, exceeding the mark of 50 thousand human services via Blip Desk.
The official Hermes Pardini channel in WhatsApp was very well accepted among different customers, as the service via messages in the app is easy to understand and use. Thus, the Group began to have a much more dynamic, interesting and efficient relationship experience