Case: Instagram Automation. Selling through posts on social networks?

Today I decided to describe the latest project, because This is a cool and at the same time non-standard solution.

Start

There is a large segment of stores, services and business models in general, according to which all sales are built through social networks. Projects do not have sites, CRM, do not even plan to start them. While you are small, you don’t think about automation or digitization, but you correspond with Yandex.Direct and everything is fine. But if the flow of applications is large, then something needs to be done.



So with our new project. Meet me!



The guys make high-quality home textiles. All attraction is built on two Instagram profiles:



instagram.com/lanima_home



instagram.com/premiumbedroom.ru

Background

Instagram messages come from 6 points:

• Direct messages of the first account
• Comments under the posts of the first account
• Vatsap through the first link deeplink
• Direct messages of the second account
• Comments under the posts of the second account
• Vatsap through the deeplink of the second account

That's all two managers! Poor managers are sitting in a heap of devices and trying to lose nothing. It would not be bad if the number of calls fit in the manager’s memory, but in our case this is impossible.



The weekly volume of applications is 463 pieces. those. 70-80 hits per day.







As a result, no matter how hard the managers try, they cannot physically orient themselves in so many instant messengers and applications, and the founder can not understand the general picture of what is happening. That is, everything in the routine without looking up, and no one can assess the volume of what is happening. About the prediction of the result of speech can not come from the word "completely."



Of course, to establish such a volume of appeals is a feat, and they are great fellows, but how to digest it in a quality manner is a big question.

Solution development

Managers sit on their phones, and they often have to be in the warehouse, take photos of the “product face” and send it online.



There are tons of solutions and CRMs for trading, but in my opinion, Bitrix24 and amoCrm are good.



Unfortunately, Bitrix did not fit on demand, because adds files to the service and sends a link to the client.







But amoCrm showed that it can send everything as it should.







So, stop at amoCrm. But how to make her communicate with all sources of calls?



Of course, there are open lines.



It is not so difficult to get all the messengers inside, but you will have to automate them using SALESBOT. This is a bot inside amo, and it can be programmed. In such a solution, it is necessary to involve a JS programmer and, in case of improvements, refer to him constantly. Well ... so-so decision.



External services.



tupoboss.com



chat2desk.com



etc.



For a long time we went around the choice of service. They poked on all the buttons, looked that it is more stable, more convenient, more flexible. We chose Chat2desk.

Implementation

In addition to combining all the sources in one place, we need to unload managers from the same tasks, reminders, technical messages, etc.



In other words, we need a bot that will send the main messages on its own. To do this, you need to understand what a typical path the customer goes through when purchasing, what development variations are and what messages we send. Having pulled out all the main points from the client, we built a diagram.



Scheme







In simple words, the transfer of the appeal to the application automatically reminds the person of the incomplete formation of the order every 24 hours, and then, if the buyer has not contacted, then adds up his contact for mass mailings. There are also reminders for payment, deferred transaction, delivery and collection of feedback upon receipt of the order.



Bot and Messages



At each stage, messages were written and a bot was configured to send.







When a tag is transferred to Chat2desk, the user receives a chain of reminders and is “pulled out” to continue making the purchase.



Further we connect all sources in a single window. Fortunately, Chat2desk allows us to connect all the sources that the client uses. Also, the funnel that we built can be applied at once to all channels.



In total, it turned out that all appeals and correspondence develop in a single place. We can control user interaction by switching statuses (tags) in Chat2desk. But at the same time we do not have crm. In other words, we can now communicate from one place, start automatic reminders, do mass mailings to all instant messengers, but we don’t know how many there are and how many orders are being processed.



Crm and chat integration



We have already found out that the tools suitable for us are amoCrm and Chat2desk. They even have standard integration.



Standard integration can create deals in AMO and transfer the entire history of correspondence. Unfortunately, this is not enough for us! We need to shift buyers to different stages of work and reminders - a boost, and standard integration does not know how to exchange statuses.







Here, as a pioneer, I had to write my integration widget to work correctly. In total, we wrote a widget in which we can set the equality of status in Amo with a tag in Chat2desk.



In other words, we do not need to sit in the messenger. We do not need to sit in Chat2desk. We can work without leaving the AMO, while on the phone. Amo automatically sends commands to Chat2desk, and he, in turn, writes to customers, recalls the important steps.







In essence, the manager only has to correctly lay out deals by status, and then the bot will send questions, remind you, ask for feedback.



Example:



Transferred the transaction to the application, asked the order parameters, and the user does not respond. We forget about the deal, and the bot will continue to resemble itself. If the buyer didn’t get in touch, then transfer to “Ignor” so as not to disturb the person anymore.







In the case of payment, transferring the buyer to delivery, the bot sends an auto message.







Remind in case of no payment and more.

Result

Currently, we accompany and train managers to work under new conditions. There were a lot of questions in the first week of work, but already in the bulk of the deal they are in amo. The customer sees:

• The volume of transactions at all stages of the funnel
• The number of transactions that managers do not digest
• The number of shipments per day
• Revenue and effectiveness of each manager

The managers received:

• Handy Booster Tools
• All transactions and messages are not lost.
• The lack of a large number of gadgets
• Work from anywhere or on the go