Challenge
The paid media team faced delays in response times within WhatsApp groups, leading to client dissatisfaction. Also, on days without deliverables, there was a lack of interaction in the groups, resulting in client engagement loss.
Solution
To address this issue, I implemented a series of automations to enhance communication and customer service. The goal was to ensure that clients received timely responses and that the team was alerted to any unanswered questions. By utilizing various tools such as Z-API, Make, GPT, Claude, and Sheets, I created a system that streamlined communication and improved overall efficiency.
We called this automation "Orangela". The name is a combination of "Orange" (referencing the agency's name) and "Angela" (a reference to the AI assistant). The automation was designed to work seamlessly with WhatsApp, allowing for easy integration into the team's existing workflow. For the implementation, I used Z-API to connect WhatsApp with Make, which served as the central hub for managing the automation.
I also utilized GPT and Claude to analyze conversations and provide automated responses to common questions. The information on client's team and on our own team was stored in our Monday.com account, which was integrated into the automation. This allowed for personalized responses, precisely targeting the right team members for each client.
Features
The automation includes several features to enhance communication and efficiency in the team. The main features are:
1. Conversation Analysis:
The automation analyzes conversations within the groups to identify customer questions that have gone unanswered.
2. Automated Initial Contact:
An automated system performs an initial contact, informing the customer that the team will respond shortly.
3. Slack Notifications:
The team members responsible for the client are prompted in the Agency's Slack workspace to ensure quick responses.
4. Weekly Summary:
Every Saturday, a summary of the topics discussed during the week is delivered.
5. Results Report:
Every Sunday, an update on the results achieved in Meta Ads and Google Ads for the week is sent.
6. Answers to Basic Questions:
The AI answers basic questions about metrics and results, such as "What is the CTR of ad X?" or "What is the CPA of campaign Y?".
Results
The implementation of "Orangela" has significantly improved communication efficiency. The response time to client inquiries has decreased, leading to higher client satisfaction. The automation has also reduced the number of unanswered questions, ensuring that clients receive timely responses. Additionally, the automation has increased team engagement, even on days without deliverables. Finally, we were able the realocate an employee to another task, as the automation reduced the need for a dedicated person to manage the WhatsApp groups.
