SOLS Energy is a technology- enthusiasts, sustainability-activists and energy-visionaries who are on the way to provide clean energy to every house. SOLS Energy are leaders in the residential solar market and enable SMEs to operate more efficiently. SOLS family has members from all continents who are contributing to an open, creative and supportive team culture. SOLS suppliers are from Germany, Austria, China and Canada. And SOLS clients are Malaysian as well as Internationals.
WhatsApp is a crucial communication channel for SOLS. It helps them stay in touch with their customers, partners and engage with prospects.
The Customer Support team at SOLS Energy is respondisble for handling different types of chat support:
The Customer Support team consist of three members, including Nurul Syafiqa who is the Customer Success Executive.
They were earlier using common personal WhatsApp number where everyone would need to use their own phone (WhatsApp personal) to reach out to the prospect or engage with existing customers. This approach, however, began posing some problems for the team.
Since the team was working out of their own personal WhatsApp number, there was no easy way to find out if a chat query was yet to be picked up, work-in-progress, or resolved. At the same time, work became extremely siloed as the team members had no way of knowing what queries their colleagues were working on.
The lack of visibility meant that the team had to figure out the next steps: whether a query needs follow up, it’s resolved, or should someone else be looped in. And when they need to send files from their personal device sometimes they couldn't find it because it's unorganized. This was extremely time-consuming.
And the fact that all three customer support team were working remotely —added to the communication breakdown — the only way they could take help from a colleague was through forward the messages/WhatsApp group. This led to a lot of back and forth over personal WhatsApp messages, leading to further delays in resolving queries.
Mukhriz Mazlan who is the Technical Executive (Previously he was the Strategy Associate) started looking for a solution that would help his team streamline and manage WhatsApp messages in a more effective manner.
Upon doing some research, he came across YesHello – a customer service solution that works on top of WhatsApp.
The biggest advantage of YesHello was that the team didn’t have to spend much time and effort in learning to use it. They started using it almost right away.
“When I ask YesHello team if anyone can support and advise me of their recommended action, I think that is the best kind of service. A company that can accommodate that service for their product, it adds more to their product value.” Says Mukhriz
More visibility = faster replies
With YesHello, the team get complete visibility into their status.
All incoming messages arrive in the New Folder. Depending on which team member is in charge on the inquiries, they respond to these messages one by one, right from this folder. The ones that are resolved are then filed under the Closed folder.
Everyone on the team now has clarity on what messages they need to attend to.
Earlier, when the team was using a their own personal WhatsApp number, they had to rely a lot on forward messages, WhatsApp group and sending more internal messages to get help from a colleague.
This problem has been fixed for good with YesHello. The team now uses YesHello’s comment feature ****extensively to communicate with one another and get help on queries — without having to send personal WhatsApp message. And as the team members aren’t co-located, this has helped bridge the communication gap to a large extent.
Whenever a team member needs help, they simply write a comment, which appears in the middle of spesific WhatsApp chat, and tag a colleague using @mention.
The team also uses comment to provide context around queries.
With YesHello everything is going smoothly, because our team can help each other by giving suggestion in the comment options. Also it's good to have indicator which customer belongs to who**.** And communication with Client less stressful because we use YesHello under working hours only." says Syafiqa
YesHello has brought structure to how the team members handle their daily workload.
Using Yeshello's Tags and Contact Fields, the team is able to categorize the different types of messages arriving inside their WhatsApp.
For instance, all support-related messages from customers are assigned a particular Tag. Similarly, all messages regarding service feedback are put under specific Contact Fields.
Leveraging WhatsApp Tags and Contact Fields has helped the team distribute daily workload better. A part of every team member’s responsibility is taking care of WhatsApp messages under a particular Tag/Contact Fields.
Since using YesHello communication with our customers is seamless, because everyone use WhatsApp. And our team prefer to use YesHello because they no longer using their personal WhatsApp number" add Syafiqa
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