As a result of optimizing WhatsApp and leveraging omnichannel communications, Titan saw more than 97,000 tickets and over 3,70,000 messages from customers! Also, over 64,000 unique users reached out to Titan in a period of one year starting October 2019. The brand also saw an overall improvement in customer satisfaction as they promptly answered queries, resolved complaints, and dispensed product & brand information and purchase logistics with ease.
Moreover, every user sent the brand an average of six messages and, in August and September 2020 alone, Titan generated over 102 leads through WhatsApp business.
“Simple. Firstly, the real-time updates. Secondly, the tool’s auto-response feature – which saved a lot of time and answered many queries in a systematic and timely fashion. Lastly, we stuck to the designated SLA of 20 minutes – for ALL Social Media concerns. Mostly, we thrived on the fact that we had many options from different tool features to rely on in terms of crisis management.”