Message control and management was a priority for the Super-Pharm customer service team. The mailbox and chat were not integrated with each other – it was easy to overlook, for example, duplicate requests. As sales increased, so did the number of inquiries. Continuity of communication and context also became an issue. If the customer used both channels to contact, employees had to search for messages to learn about previous reports and find out what steps had been taken.
The Super-Pharm team was looking for a friendly management tool that would facilitate teamwork management and contact with the customers, and would also support faster reporting, especially in order to accurately identify the reason for the contact.