Marketers Latam
We automated customer service and workshop registration processes for the largest marketing and management conference in Latin America, reaching 100% attendance.
1
Customer
Marketers is an event on marketing, advertising, communication and management that, for 15 years, has brought together international speakers in front of +900 professionals seeking training and updating. Interviewee: Julieta Martínez, Administration Department.
2
Solution
Together with Simpletech, the Markteres team redesigned its customer service with WittyBots through a chatbot in WhatsApp. In it we made available to the participants the different resources, activities and frequently asked questions, to assist them instantly.
The organization highlights the possibility that people can carry out the registration processes autonomously, without needing to resort to a human assistant. In addition, thanks to an integration with its other business tools, the registrations confirmed through the chatbot were shared in real time to a Drive file. In it, the team could see, minute by minute, the availability of places for each training.
In cases where the bot was unable to resolve queries, conversations were escalated to a human agent via WittyAgentThe person in charge of managing these queries was able to do so from a single platform, viewing the multiple conversations on a single screen.
Director and co-founder of Marketeres Latam
ALEJANDRA PRADERE
“Our experience with Simpletech was truly excellent. From the beginning, they understood and supported us in designing the strategy for the attendee experience, they were extremely agile and proactive in implementing the solutions, and the platform on the day of the event not only improved the experience for our clients, but was also extremely easy and intuitive for the team that joined the Congress at the last minute.”
3
Challenges & Solutions
CHALLENGE
Marketers Latam is growing year after year. There was a lot of expectation for its 2022 edition, as it was the first post-pandemic edition. The turnout exceeded expectations with more than 900 professionals registered. The team needed to resolve customer service in such a way that the quality level of the event and its other operational obligations would not be affected.GOALS
Automate customer service, free up resources, simplify registration processes and track participation in activities.SOLUTION
Two solutions were used that are part of the conversational suite WittySuite, developed by the Simpletech team. The chatbot builder WittyBots, which allows you to create and design personalized conversation experiences according to the needs of each company. Based on these, conversation flows are created to be able to answer the various queries of the clients. WittyAgent is a solution that allows you to handle multiple conversations simultaneously with human agents, even if these conversations are taking place on different channels such as: WhatsApp, Facebook, Instagram and Webchat.Administration Department at Marketers Latam
JULIET MARTINEZ
“If I had to rate the experience I would give it a 5 out of 5. Even taking into account the short time we had to design and develop the chatbot. The WittySuite platform is great. I found it very intuitive. We quickly got the hang of managing queries very easily. Being able to see all active conversations on a single screen was very practical.”
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