MM developed an Qualitative Chat platform and created a customized Ecco console to deliver customer service that is responsive as a phone call and convenient as a messenger. The system worked across their consumers’ digital touchpoints, namely : PC, WeChat, and Mobile Web.
Objectives and Process
- Moderator console – view registered users, view comments, respond One2One or One2Many
- Management from PC & Mobile
- Users profile auto-tagged with name, photo & other info
- Reporting dashboard
Outcomes and Impact
✓ System used to improve customer service & consumers insights
✓ Linking of WeChat to the system allowed for greater reach & easier interaction between Ecco teams & consumers