Lamoda has connected the official WhatsApp Business account to the HelpDeskEddy system.19.02.2020
Moscow, Russia, November 19, 2019 - Lamoda has integrated all communication with its customers into a single interface and connected the WhatsApp Business channel (the most popular among users) to this system.
The official WhatsApp Business account has become an important addition to Lamoda's existing customer support channels: e-mail, web chat on the website, Viber, Telegram, messengers on social networks Facebook, VK and Odnoklassniki. These channels, along with the company's own services, were integrated into a single omnichannel system based on the HelpDeskEddy solution. Connection to WhatsApp Business API was provided by Infobip.
Before obtaining a verified business account, it was difficult to interact with clients at WhatsApp. Now Lamoda customers can contact customer support in the most convenient way - by clicking on the link without having to use a number. The account is designed for incoming requests from customers only. At WhatsApp you can quickly get an answer to any question regarding the operation of your online store, delivery service, order details, products from the catalogue, loyalty program, etc.
“Customer service is a key priority for Lamoda. We strive to make our clients customer experience as seamless and positive as possible. Quick answers to customers' vital questions about online shopping at Lamoda through our own WhatsApp Business channel undoubtedly help make it so.”
Dmitry Osipov, Director of Customer Support and Community Management at Lamoda Group.
“Lamoda has been working with Infobip since 2013 and has long been using SMS and Viber both as standalone services and as part of the Viber+SMS cascade mailing service. We would like to thank Lamoda for trust and choice of our platform as an official WhatsApp Business service provider.”
Ruslana Reznikova Managing Director of Infobip
By connecting the official WhatsApp Business channel to the omnichannel system, Lamoda unified standards of customer service quality and achieved stable operation over all communication channels. The contact centre resources are distributed more efficiently, the speed of operators' work has increased, as chats with clients in all countries where the company works gets into a single interface. Also, omnichannel system gives the general analytics and history of interaction with clients.
“We are proud to participate in such an ambitious project as the omnichannel solution for the largest online store in the CIS market. Thanks to the joint experience of Lamoda and HelpDeskEddy teams and their focus on results, we have implemented a unique solution. We know that this will help our client to dynamically scale and develop. I express my special gratitude to Infobip for its comprehensive and prompt assistance in integrating the WhatsApp Business solution, as well as to our team for the quality implementation of the tasks in a short time.”
Janis Jarockis, Head of HelpDeskEddy
About Infobip company
Infobip is a business communication platform that allows business to deliver messages through any channel, to any device, anytime, anywhere in the world. Infobip technologies create an invisible bridge between business and people through mobile channels. Over 11 years in the industry, Infobip has expanded its presence to 6 continents, opening 60 offices, developed its own messaging platform, has covered 850 mobile operators in 190+ countries with the ability to deliver messages to 6 billion mobile devices.
About Lamoda Group company
Lamoda appeared in 2011 - as an online store. Now it is the largest online platform for selling goods related to fashion and lifestyle in Russia and the CIS. It offers more than 6 million products from 3 thousand global and Russian brands. The company's task is to create convenient, technological services, provide people with beautiful and quality products, explain fashion trends and show how they work in all life situations. Since 2014 it is a member of the public Global Fashion Group.
About HelpDeskEddy company
HelpDeskEddy - omnichannel HelpDesk platform, for communication with clients through all communication channels (from e-mail to messengers and social networks). Using the platform's capabilities, many leading CIS companies have automated their client service and made their clients happier. Having released the product 6 years ago, the company became one of the leaders among HelpDesk systems due to its simple interface and versatility of setting up for business processes of different sectors.