Customer: DR.CINIK HOSPITAL

Date: 2019

Services: Digitalization of Sales Processes

Website: http://www.emrahcinik.com

Status Assessment

  • Customers/potential customers are not receiving responses on time
  • Proper customer representatives/salespeople are not being assigned to the correct customers/potential customers.
  • Independent communication is being conducted with customers/potential customers from different channels.
  • Instant responses are not provided to customers/potential customers.

  • Customers/potential customers are not receiving responses outside of business hours.

  • When the channel authority is unreachable, customers/potential customers are not receiving responses.

  • Data cannot be accessed if the device used for WhatsApp communication is broken or lost.

  • Customers/potential customers are assigned representatives who cannot speak their language.

Improvements

  • Gathered independent communication channels in a single channel enabling the management of different channels from one screen.
  • Integrated WhatsApp chat application, allowing continued conversations through Freshchat in case of unavailability of the device where WhatsApp is used.
  • Enabled instant and timely responses to customers/potential customers through mobile applications.
  • Implemented skill-based assignment on Freshchat to automatically assign customers to representatives who speak their language.

  • Facilitated the continuation of conversations by other representatives when the channel authority is unreachable.

  • Automated responses to customers/potential customers through system-configured bots outside of business hours.

Favorite Features

  • Whatsapp freshchat integration

  • Auto-responsive agent bots

  • Intelligent assignment system between representatives

  • Potential customers were reached thanks to webchat added to the website

About the Company

Cinik Hair Transplantation and Plastic Surgery Clinic

Dr.Cinik Hospital is an expert clinic that has satisfied many international patients for more than 15 years. With websites in 12 different languages, Dr. Cinik Hair Hospital serves patients in more than 30 countries and has a rapidly growing and specialized sales team.

About the Project

Through sales team and agencies Cinik actively communicates with thousands of customers and potential customers daily via communication channels such as WhatsApp and Facebook. They also maintain 24/7 communication with potential and existing customers through these channels, both before and after operations.

The professional sales and marketing team places customer satisfaction as a top priority. For patients from Europe, the United States, and the Middle East, Dr.Cinik provided information in facebook12 different languages and offered various independent communication channels on their website and Facebook page (whatsapp, email etc.).

As the PeraNet team, we got support from Freshchat to enable faster and more result-oriented communication between customers and the sales team By consolidating correspondence from Facebook Messenger and WhatsApp into a single channel, we minimized waiting times. We also migrated the personalWhatsApp number used on their website and Facebook pages to First of all, the WhatsApp number in question was moved to “Whatsapp Business”. Subsequently, by using WhatsApp and Ffreshchat integration, messages sent to WhatsApp could be seen and replied to in Freshchat.

Only Thanks to the ability to manage different channels from one channel, another available representative can continue messages when the customer representative is busy. Also to channelsCommunication languages ​​were determined accordingly and automatic assignment to the correct customer representative was ensured. In this way, the speed and quality of communication was increased.

Customer representatives who served customers during the day were missing potential customers when they were not in front of the computer. Customers/prospects could not be responded to in a timely manner. Thanks to mobile applications, it was possible to respond to customers/prospective customers instantly and on time.

Dr. Cinik Clinic actively uses CRM software to carry out sales transactions. Correspondence coming to freshchat from the above-mentioned channels was automatically transferred to the CRM program. You can find the article about CRM usage in Cinik here.

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