Dimelo: Single Platform for All Digital Customer Interactions
Stéphane Lee, Co-Founder & Managing Director
The customer relations market is completely reinventing itself, thanks to technological advancements and changes in consumers’ behaviors. The market is quickly tending towards a more digital approach which will overtake traditional methods such as phone calls. Studies have pointed out that 66 percent of customers now use more than three different channels to interact with companies and 75 percent of them expect a consistent experience across channels. Customers want quick, easy, valuable interactions with brands and service providers at anyplace, any time and on any device. Companies are struggling to keep pace with the growing needs of customers over numerous channels while maintaining a compelling experience. To that end, Dimelo, a RingCentral Company helps companies address these challenges by providing them a single omni-digital platform to manage their customer care interactions. By relying on Dimelo, companies can tap on channels frequently used by customers to improve the customer experience while ensuring enterprise-class efficiency and reliability. “Our goal is to equip clients with tools to help them streamline and optimize their digital customer relations,” says Stéphane Lee, co-founder and Managing Director of Dimelo.
Dimelo’s platform centralizes all customer interactions in a single queue and user interface supporting a variety of channels such as messaging, social media, live chat, mobile, and email.
Our goal is to equip clients with tools to help them streamline and optimize their digital customer relations
The platform then re-distributes them automatically according to availabilities, customer profiles, or type of requests to be able to handle them more efficiently.
Dimelo can easily integrate with CRM, call solutions, BI tools or any 3rd party application enabling a better data flow, for better customer experience. With Dimelo’s solution, clients can provide consistent service quality to all of the customers by processing customer inquiries according to their SLAs, customer profiles and agent availability. “By adopting our omni-digital platform, customer care departments can better optimize their resources and control their activity, ultimately resulting in increased customer satisfaction,” explains Stéphane Lee.
By focusing on digital customer care since its foundation, the company has developed strong expertise in the industry. Dimelo differentiates by its flexibility to innovate and adapt to the market evolutions. Today, the solution processes 15 million messages each month. One such happy client is iflix, a leading SVoD service for emerging markets. As a fast-growing company, iflix needed a flexible platform to accompany its worldwide expansion. By deploying Dimelo in 25 countries in just one year, iflix provided its agents a single platform to process interactions on all digital channels in 10 languages. Since this deployment, iflix increased its productivity by 20 percent and shortened its first response time by 33 percent. Similarly, Dimelo has helped numerous organizations across verticals of telecoms, utilities, insurance that include names such as Ooredoo, ENGIE, AXA and BNP Paribas.
By providing companies with the right solution to respond to demanding customer expectations, Dimelo is not only helping companies but their end-customers in streamlining their communication with businesses, so they can have more time for personal activities. With its innovative approach, Dimelo wishes to occupy a more central and interconnected role in businesses by extending and specifying supply, prospect future as well as current clients. Similarly, the fast-growing company is also vesting its focus on accelerating its international expansion. “We are operating in 65 countries and will further increase our international presence thanks to our new offices in Singapore and Nairobi,” concludes Lee.