Presentación del Bot

Inquiry on Order Processing via Social Media

Current Order Management Structure

• The speaker inquires about the percentage of orders received through WhatsApp and other social media channels, indicating a need for analysis on these incoming orders.

• The company is a food distributor with over 15 sales representatives taking orders daily, seeking to improve service to retail points by providing tools for order requests and complaints.

Limitations of Current Sales Model

• Currently, branding efforts are focused on raising awareness rather than processing orders online or through their website; all transactions occur via sales representatives at retail locations.

• This model creates dependency on sales reps; if they do not visit weekly, retailers must wait for the next scheduled visit to place an order.

Challenges Faced by Retail Points

• If a sales rep is unavailable due to illness or vacation, retail points may turn to wholesalers for supplies, highlighting the need for alternative communication channels.

• The speaker mentions distributing well-known brands like Pati and Unilever, emphasizing the importance of maintaining consistent supply to retail points.

Exploring Solutions for Order Management

Need for Enhanced Communication Channels

• Discussion arises about finding additional communication methods that allow retailers to place orders without relying solely on sales reps.

• A solution involving WhatsApp is proposed as a tool for customers to communicate their needs directly, including placing orders and addressing complaints.

Implementation Considerations

• Emphasis is placed on having dedicated personnel available to respond promptly to both order requests and complaints from clients.

• The introduction of a bot system is suggested as a means of facilitating this communication effectively.

Technical Aspects and Client Engagement

Background in Technology

• The speaker shares their background in technology alongside their role in food distribution, indicating familiarity with technical implementations despite not being a developer.

Focus on Customer Interaction

• The presentation shifts towards how existing customers can utilize the new tool while also attracting potential new clients through direct communication options provided by the bot system.

Client Interaction and Bot Functionality

Overview of Client Engagement Features

• The bot has been designed to assist potential clients by providing automated responses for technical inquiries, enhancing the customer service experience.

• Clients can identify themselves using a unique code from their invoice, allowing the bot to tailor its responses based on individual client information.

• Customization is key; businesses can configure the bot's appearance, including text and emoticons, to meet specific branding needs.

Personalization and User Experience

• When a new phone number is assigned to a client, the bot retrieves and uses the client's name for personalized greetings, improving user engagement.

• The bot offers various options such as placing an order or contacting administration, which are customizable according to business requirements.

Order Processing through the Bot

• Selecting "place an order" directs clients to a catalog linked with existing order management systems, ensuring seamless access to product listings and pricing.

• The integration allows clients to view real-time data from the order management system directly through the bot interface.

Sales Tracking and Reporting

• Each interaction with the bot is tracked under a unique vendor code (888), enabling businesses to monitor sales performance attributed specifically to bot interactions.

• This tracking helps in analyzing sales metrics and understanding how much revenue is generated through automated channels compared to human vendors.

Handling Client Orders Effectively

• The system allows for differentiation between orders placed via bots versus those handled by human vendors, maintaining clarity in sales attribution.

• In cases where a client has an assigned vendor who may be unavailable (e.g., on vacation), there are processes in place for managing orders effectively without losing sales opportunities.

Configuration Flexibility of Bot Operations

• Adjustments can be made within the system so that orders processed by the bot can be reassigned back to original human vendors if necessary.

• The flexibility of configuration ensures that businesses can adapt functionalities based on evolving operational needs or client requests.

Conclusion of Bot Capabilities Discussion

• Overall discussions highlight that while bots enhance efficiency in handling customer interactions, they also require careful management regarding sales attribution and vendor relationships.

Order Management Process

Product Selection and Pricing

• The process begins with selecting products, such as lighters, where the system displays quantity, description, and price list linked to the customer code.

• Users can specify quantities for multiple items and navigate between different product categories like sweeteners.

• After adding products, users can view their shopping cart which shows selected items along with requested quantities and total prices.

Cart Management

• Customers have the option to modify item quantities directly in the cart; they can increase or decrease amounts as needed.

• Items can be removed from the cart by clicking a designated button; all displayed messages during order processing are configurable.

Order Submission

• Once satisfied with selections, customers submit their orders. They can search for products using codes or descriptions via a search feature located at the top left of the interface.

• The system is designed primarily for users who may not know product codes well; searching by description is prioritized over code searches.

Confirmation and Notifications

• Upon submitting an order, a confirmation message is sent through WhatsApp detailing the customer's business name and order amount. This message template is also customizable.

• Customers have options to confirm or cancel their orders after receiving notifications about delivery details.

Order Tracking and Claims Management

Overview of Order Processing

• Orders submitted through the bot are processed similarly to regular web orders; they enter a queue for fulfillment alongside other requests.

Claim Handling Features

• A dedicated webpage allows monitoring of incoming orders and claims made through the bot. It provides various indicators related to claims statistics.

• Users can track claim types such as out-of-route deliveries, product returns, cancellations, or billing errors. Each claim type has specific categorization based on status (e.g., under analysis, completed).

Claim Status Indicators

Overview of Bot Functionality and Order Management

Introduction to New Client Acquisition

• The bot facilitates the acquisition of new clients through various means, including prior discussions on diffusion strategies.

• Emphasis is placed on the importance of tracking orders received via the bot.

Order Tracking and Analysis

• Users can view order indicators categorized by type, allowing for detailed analysis based on client selections.

• Daily order evolution metrics are available, showing how many orders were processed each day through the bot.

Real-Time Data and Excel Integration

• The system provides real-time updates on order statistics, with options to download data in Excel format for further analysis.

• Users can filter complaints by various criteria such as client code or reason for complaint, enhancing data management capabilities.

Complaint Management Features

• The dashboard allows users to categorize complaints into pending, under analysis, or resolved statuses using color coding for clarity.

• Transitioning from WhatsApp communication to a centralized dashboard is necessary for effective customer service management.

Response Handling and Customer Interaction

• Each response includes specific details like message timestamps and associated areas (e.g., product returns), ensuring comprehensive tracking of interactions.

• Users can mark responses as pending or finalized based on whether further action is required regarding customer inquiries.

Historical Resolution Tracking

• A historical log of resolutions provided to customers is maintained within the platform, mirroring direct WhatsApp interactions but in a more organized manner.

• This centralized approach helps prevent lost messages or orders that often occur in high-volume communication scenarios.

Autonomy of Bot System

• The bot is designed for self-management; user intervention occurs primarily when addressing customer queries directly related to complaints.

• Once a query is initiated by a customer, all subsequent communications are managed through the platform rather than reverting back to traditional messaging methods.

Bot Functionality and Claim Management

Overview of Claim Process

• The discussion begins with a query about checking the status of a claim made through the Bot, emphasizing that new inquiries must be initiated through a separate option.

• Clarification is provided on claims management, confirming that participants understand the process before moving on to specific areas related to claims.

Assigning Claims to Areas

• Different reasons for claims will be assigned based on the client's needs and work methods, which can be refined during implementation.

• Claims are directed to specific areas (e.g., administration), ensuring that only relevant personnel receive notifications via WhatsApp for efficient handling.

Editing and Managing Claims

• Users have the ability to edit or delete claim categories; some fields are mandatory while others can be modified as needed.

• Each area (e.g., sales, logistics) has designated phone numbers for direct communication regarding claims, allowing tailored responses from responsible individuals.

Communication Efficiency

• Each department has its own contact number, facilitating direct communication between clients and the appropriate staff member handling their issue.

• The Bot is designed for autonomy, minimizing reliance on dedicated personnel by allowing multiple users to respond simultaneously based on their assigned responsibilities.

Enhancing Customer Service

• By enabling various team members to address client queries in real-time, customer service becomes more responsive and effective compared to having a single point of contact.

• The goal is to provide continuous support through multiple agents rather than relying solely on one person, enhancing overall service quality.

Tools and Resources

Customer Management and Bot Integration

Overview of Customer Management Features

• The system includes a section for managing customer contacts, which encompasses essential details such as client codes, business names, addresses, and phone numbers.

• Users can either block (anular) or delete clients from the system. Blocking prevents further communication while deletion removes the client entirely.

• New clients can be added to the system; however, there have been issues with spam messages from unwanted solicitations leading to the need for blocking options.

Client Interaction and Messaging Control

• The ability to block clients is crucial for managing intrusive communications. Clients can be reactivated if necessary after being blocked.

• To effectively manage client interactions through the bot, it is essential that clients are registered in the system first.

Synchronization with Order Taker System

• Clients already registered in the order taker will automatically sync with the bot's database when updated using a web password.

• This synchronization ensures that all relevant information about customers and items is consistently updated across platforms.

Handling Incomplete Messages

• There is a feature to track incomplete messages where users can search by name or phone number. It records attempts made by clients to send messages without completion.

• This tracking helps identify potential communication gaps where responses may not have been provided or where clients did not follow through on their inquiries.

Dashboard Features and Promotions

Dashboard Overview

• The dashboard includes various functionalities including promotions management, although past attempts at module-specific promotions faced technical issues.

Configurable Options for Client Engagement

• The bot interface allows customization of options available to users such as viewing promotions or checking account balances directly through interaction prompts.

• Additional features like direct sales options could be integrated into the bot’s functionality for enhanced user experience.

Account Management Insights

How to Effectively Use a Bot for Order Management

Overview of Bot Functionality

• The bot retrieves all available information from the website, specifically focusing on current accounts that are loaded and accessible for consultation.

• Information management is crucial; the bot allows clients to make purchases directly through the order web interface.

Managing Product Visibility

• Users can block specific items from being visible to customers by marking them as blocked, which helps in managing inventory effectively.

• The system provides flexibility in blocking or unblocking products, allowing sellers to control what customers can see and purchase.

Customization and Client Interaction

• The bot's capabilities are limited only by user imagination; it can guide customer inquiries and provide tailored responses based on configured settings.

• Users can customize the bot to include links to their websites or catalogs, enhancing customer access to offers and pricing.

Integration with Existing Systems

• The bot integrates seamlessly with order takers, facilitating easy access to updated prices and promotions directly from the website.

• Price updates in the ERP system automatically reflect on the website, ensuring customers have access to real-time pricing information.

Enhancing Sales Processes

• This integration provides a comprehensive service for clients, enabling order placement via the bot while also allowing them to check updated prices online.

• There’s an emphasis on internal discussions about implementing this tool within sales teams for better efficiency in order management.

Collaboration Between Bots and Sales Representatives

• It’s important that sales representatives view the bot as an ally rather than competition; it should enhance their ability to serve clients rather than replace them.

• When a client places an order through the bot, notifications are sent automatically to associated sales representatives, maintaining communication about client orders.

Importance of Perception in Implementation

• If salespeople perceive bots as competitors, adoption may falter; thus marketing efforts should focus on collaboration between bots and human agents.

App Development and Sales Strategy

Integrating Technology into Sales

• The speaker discusses the desire to create an app that allows point-of-sale (POS) systems to directly place orders, emphasizing the importance of not losing sales opportunities due to reliance on salespeople.

• A consultation with Fernando reveals that he views the presented bot as a valuable communication tool that can enhance operational efficiency and customer satisfaction.

Customer Satisfaction and Competition

• The discussion highlights the challenges in maintaining high customer satisfaction at POS locations, especially in competitive markets where products are less unique compared to frozen goods.

• The speaker explains their company's value proposition: delivering products directly to POS locations, which saves time for retailers who would otherwise need to source products from wholesalers.

Payment Processing and Order Management

• There is a proposal for integrating payment options like Mercado Pago into the ordering process, allowing customers to place orders without immediate payment but ensuring they can pay upon delivery.

• Clarification is made regarding how orders will be processed through existing sales channels while treating the bot as an additional salesperson within the current sales framework.

Internal Support for Implementation