Blizko 05.ru

About the client

Blizko (blizko.05.ru) is a service for fast delivery of groceries and everyday goods operating in Makhachkala and Kaspiysk. The platform is part of the 05.ru ecosystem and lets users order goods via the website and mobile apps with home delivery.

The service serves a large number of clients, so a key task for the company is the fast handling of user requests, complaints and inquiries coming through various channels.

Task

Our team's task was to implement a system that would centralize the handling of user inquiries and provide transparent oversight of the support team's work.

The main project goals:

01

implementing Bitrix24 On-Premise
02

building a system for handling customer inquiries
03

integrating online chat into the website and mobile apps
04

distributing inquiries among support team members
05

producing detailed analytics on user inquiries

The problem before implementation

Before the system was implemented, customer inquiries and user complaints were handled without any centralized oversight.

This led to the following difficulties:

• there was no single system for tracking inquiries;

• it was hard to monitor the support team's response time;

• there was no transparent analytics on complaint types and customer inquiries;

• inquiries could come in through different channels and be handled inconsistently;

• it was hard to monitor employee workload and the quality of inquiry handling.

As the service scaled, this could have hurt the quality of customer service.

Solution

To address these tasks, Bitrix24 On-Premise was implemented and became the central system for handling customer inquiries.

As part of the project, online chat was integrated with the service's digital products:

• the official website;

• the iOS mobile apps;

• the Android mobile apps.

This allowed users to reach the support team quickly and employees to handle inquiries promptly in a single system.

What we did

The following solutions were implemented as part of the project:

• Bitrix24 On-Premise implemented;

• an online chat widget integrated into the blizko.05.ru website;

• online chat integrated into the iOS and Android mobile apps;

• inquiry distribution among support staff set up;

• a tracking and handling system for customer complaints and inquiries introduced;

• communication channels connected for centralized inquiry handling;

• analytics and reporting on inquiries set up.

The system makes it possible to analyze:

• customer inquiry types;

• complaint frequency;

• employee response time;

• inquiry handling time;

• support team workload.

Outcome

After implementing Bitrix24, the Blizko service gained a centralized system for handling customer inquiries and complaints.

Main project results:

• user inquiries are now handled in a single system;

• the support team's response time has improved significantly;

• inquiries are distributed among employees transparently;

• detailed analytics on complaint types and frequency is in place;

• management gained a tool for monitoring the quality of customer service.

As a result, the company now has a scalable customer support system that handles user inquiries efficiently as the delivery service grows.