• You can use your WhatsApp number or other channels (such as Facebook, Twitter, Web chat) to be attended to by multiple agents simultaneously.
• WhatsApp conversations can be initiated by the user (inbound) or by the company (outbound).
• You can send transactional notifications, with Marketing content, with an OTP (One Time Password) message.
• Multiple agents in different locations.
• Multiple channels.
• Approach with your customers.
• Quick response time.
• Maintain simultaneous conversations and traceability of each one of them to obtain reports and statistics.
• Saving.
• Integrations to different CRM's.
• Development of intelligent chat bots.

The main functionalities of dylo Social Media are:

• Multiple channels.
• Multiple agents.
• chatbots.
• Automatic responses.
• Distribution (ACD).
• Sending media.
• Customizable typing.
• Exit surveys.
• Contact book.
• Attention schedule.
• reports.
• Productivity metrics.
• User profiles.
• Security politics.
• Web services and integrations.
• 24 x 7 support throughout the year.

• insurance

For examples: Report of accidents, sending indications of the place of the accident, sending the policy, photos of the accident, review and doubts about your policy, request a tow truck.

• Travel agency

For example: Sending promotions, travel confirmations, doubts and reservation questions.

• call center

For example: Technical support, promoting a product or service, selling products or services, billing.

• Education

For example: Contact between parents and administrative areas, billing questions, sending communications such as start of registration, emergency notices, attention to students.

• Government

For examples: Procedures and services, 911 emergency.

• Financial

For example: Customer service, collection, product recommendations, promotions, transactions.

Financial sector

Profile: Financial and banking institution with more than 30 years of experience, which offers services such as credit and debit cards, mortgage loans, different types of loans and insurance, among others.

Background: In order to have cutting-edge services, the client was looking for new tools to contact its clients to intersperse them with its traditional means of communication, mainly for the collection area, where it needed to provide its clients with new means to communicate, for example to through Whatsapp, whose channel is very frequently used by clients.

Challenges:

• Have new ways of contacting your customers that will support your collection strategies, through the WhatsApp channel and bot development.
• Implement 2 lines in an agile way to test new means of contact with your customers.
• Have the possibility of increasing the number of agent licenses according to your need.

Solution:

The client supported with our platform of dylo Social Media Platinum has implemented more effective collection and contact strategies, which is why the service has been growing according to its needs, currently having 4 lines, more than 100 licenses between agents, supervisors and administrators, making use of the WhatsApp channel, the which allows you to have inbound and outbound conversations, currently having a large volume of outbound, in addition to having bots, integrations and developments that align with your business strategy and is in evaluation of having more growth in services.

Benefits:

• Competitive price and offer according to your needs of use.
• Cloud platform that allows you to have multiple agents connected in different locations.
• Use of WhatsApp channel that allows more direct contact with your customers.
• Have reports that help you obtain metrics from your agents' conversations and thus have information to prepare your budgets.
• Hiring more agents, supervisors, administrators and more channels in accordance with your growth strategy and contact with your clients.
• Development of bots and integrations.
• Sending pre-approved templates to start conversations with the end user (outbound)
• 7×24 support.

Health sector

Profile: Hospital highly recognized nationally in the health sector with more than 50 years of experience.

Background: The hospital had traditional means of communication with its patients, such as telephone and website, however they needed to have a tool that, through social networks such as WhatsApp, would help them have more direct and quick contact between patient and doctor to answer questions. As a result of the pandemic that began in 2020, the hospital is interested in the use of our platform. Social media to answer questions about the Covid through WhatsApp.

Challenges:

• Have quick and direct contact between patient and doctor to answer Covid questions through WhatsApp.
• Use a single service number through WhatsApp.
• Make the line known to patients using its website.

A rapid implementation of the platform was needed and the WhatsApp line was put into production, due to the emergency situation that began due to the pandemic.

Solution:

• Our Platinum Social Media platform with agent licenses and the WhatsApp channel enabled.
• Use of the same line/number.
• User profiles (agent and supervisor).
• Simultaneous conversations.
• Quick response time.
• Automatic responses.
• ACD distribution.
• Productivity metrics.

Benefits:

• Competitive price.
• Cloud platform.
• Approach to patients and speed in response time.
• Agents (doctors) can connect from anywhere.
• Simultaneous conversations and traceability of each of them to obtain reports and statistics.
• Being a multi-channel platform, different channels or social networks can be enabled.
• Bots *
• Integrations with CRM's *
• 7×24 support.

Education sector

Profile: Recognized school in Monterrey that offers bilingual and bicultural educational services at the preschool, primary and secondary level, as well as additional services to students and parents.

Background: The client required a tool that would help them provide better service to parents and students, as well as provide school information and make reservations for their event rooms in a more efficient way, supported by their social networks.

Challenges:

• Provide faster information to students and parents using social networks.
• Have direct contact with your users.
• Use a tool that allows better control in the attention to school users.

Solution:

To meet the client's need, it was proposed to use the platform of dylo Social Media Gold and configure the WhatsApp, Facebook Wall and Messenger channels with 6 agents and 1 supervisor. With this solution, the client has been able to provide faster and more efficient service to its users to better control their processes.

Benefits:

• Competitive price.
• Cloud platform.
• Greater rapprochement with parents and students.
• Attention through the channels / social networks of the school.
• Growth of agents and channels according to the needs of the school.
• Reports that allow you to have chat attention metrics.
• Use of Bots that allow optimizing conversations.
• Have 7×24 support.

Telecommunications Sector

Profile: Mexican telecommunications company which offers satellite television services.

Background: The client was looking for a solution with which he could increase contact with his clients through WhatsApp to communicate promotions to his subscribers and send them information of interest.

Challenges:

• Have a tool that will help you improve your contact strategies with your customers using social networks.
• Send promotions to your customers using social networks.
• Have a new, faster means of contact with your subscribers.
• Being able to send a considerable volume of Outbound.

Solution:

According to the client's need, the platform of dylo Social Media Gold with 4 agents and 1 supervisor, the WhatsApp channel and the use of outbound conversations was proposed through the templates to be able to send marketing campaigns to their clients, mainly promotions and thus reach more subscribers and be able to achieve more effective campaigns. In addition, the client makes use of bots that allow more efficient service processes.

Benefits:

• Competitive price.
• Cloud platform.
• Use of bots that help the customer receive faster service.
• Have productivity metrics.
• Have a multi-agent and multi-channel platform.
• Inbound and outbound contact with your subscribers.
• Agents can connect from anywhere they are.
• 7×24 support.

On our Vívaro Telecom dylo Social Media platform we offer you various modalities, channels, integrations with CRM's and chat bot development.

Channels and Integrations

The main channels we have available for you are:

• WhatsApp
• Facebook
  • Wall
  • Messenger
• Twitter
• webchat
• E-mail
• Telegram
• Free market
• Among others

We can also integrate with the main CRM's in the market such as:

• ODDO
• Hubspot (add)
• salesforce
• Zendesk
• SAP
• Microsoft Dynamics CRM

We also offer you chatbot development*.

* With additional cost

Modalities

We have the Platinum and Gold modalities based on your needs, ask about them.