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Creative | Design | Content-management
Telegram Web App for Megafon: customer support training
MegaFon employs thousands of specialists, has hundreds of products and services, and its portfolio is constantly getting replenished with new solutions. Despite the development of online communication tools, many customers prefer to get help over the phone. Every day MegaFon’s employees talk to a lot of users who need high-quality advice. For this purpose, the employees undergo extensive introductory training.
Objective
Create a tool that will engage newbies in the training program, make the training process flexible, technological and transparent for the company, and the information easy to understand for trainees.
Solution
A Telegram web app that enables a training platform right in the messenger.
MegaFon has two training groups with different duration:
For both groups, it all starts with C-bot
- customer service center employees (10 days)
- federal telemarketing employees (5−6 days)
For both groups, it all starts with C-bot
An employee launches a bot, which will be sending them regular reminders about the opening of new modules during the training period.
The C-bot functionality allows you to customize the notifications so that each user receives the messages on the preferred time. The frequency depends on the number of the modules completed. Notifications automatically understand the time zone of the trainee.
How It Works
MegaFon has two training groups with different duration:
For both groups, it all starts with C-bot
- customer service center employees (10 days)
- federal telemarketing employees (5−6 days)
For both groups, it all starts with C-bot
An employee launches a bot, which will be sending them regular reminders about the opening of new modules during the training period.
The C-bot functionality allows you to customize the notifications so that each user receives the messages on the preferred time. The frequency depends on the number of the modules completed. Notifications automatically understand the time zone of the trainee.
How It Works
Content
The training materials are designed in the corporate style and open up directly from the bot. The content is structured by onboarding days and thematic categories:
Operator Job Structure
MegaFon History & Useful Information
Burn-Out Prevention Tips
Telemarketer Job Structure
Products & Services
Internet & Mobile Communication Principles
Employees' Success Stories
App was launched with 45 educational texts, video tutorials and a quiz on facts about MegaFon for additional engagement.
Result
interactions with the web application over two months
The ambition is to connect several thousand new users per month to the web application and strengthen its architecture for long-term performance
>38K
Creating a highly loaded service
User Recognition
Users emphasize that the bot is very comfortable for step-by-step onboarding
Want to implement the bot functionality in your business? Talk to us!
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