How to set up the Physical Stores template – Blip | Blip Help

Index:

Introduction
Installation & configuration
Template customization
Additional settings
Configure human service
Channel connection
Custom reports
Access report
Service report
Customer satisfaction survey
Exceptions report

Introduction

The Physical Stores template is an intelligent contact ready for businesses across all sectors that have more than 2 physical stores and want customer interactions to be handled by stores closest to the user. The user enters the channel, shares their location, and receives a list of the 5 nearest stores. They choose a store and are transferred to human assistance with a salesperson from that store. At the end of the interaction, there is a satisfaction survey.

The solutions integrate with a Google spreadsheet where store information can be filled in. You can define a radius to show nearby stores based on the user's location.

The Physical Store template includes:

Geolocated overflow
Customer satisfaction survey

Its use will enhance sales and customer service at locations near the user, enabling the salesperson to communicate with the customer as if they were in the physical store.

It is supported on Blip Chat, WhatsApp, and Messenger channels.

Installation & configuration

To use your Human Assistance template, simply follow the step-by-step instructions in this article that explains how to select a template from Blip templates.

Once installed, you need to complete 4 steps to get your intelligent contact up and running.

Template customization

To configure your template, access the created router, click on the three dots, select Template Customization, and fill in the information following the displayed steps.

Additional settings

The Physical Stores template integrates with Google Sheets to provide the user's nearby store locations, for which we already have a template spreadsheet.

2.1 Make a copy of the template spreadsheet, which you can obtain from this link, to have your own spreadsheet.

2.2 After making a copy, you need to change the permissions. To do this, click on the green Share button, then choose Change to anyone with the link to make it public.

Additionally, you need to enable editing permission. To do this, click on Reader and change it to Editor.

Finally, click on Done to save all the sharing changes.

2.3 The last step now is to link this spreadsheet that you just duplicated to your template. To do this, you need to copy the ID of the duplicated spreadsheet. It is obtained as shown in the image below:

Once you've copied the ID, just paste it into your Physical Stores Geo Transfer Bot. To do this, access the Physical Stores Geo Transfer Bot, click on Builder, then on Settings.

When the settings open, scroll down to Configuration Variables, find the googleUnitsSheetId variable, and paste the ID you just copied from your spreadsheet into the field where [Google Sheets ID] is located, replacing all previous text.

Once done, you can now publish your geo-located transfer chatbot and the spreadsheet settings are complete. To publish, simply click on the button as shown in the image below.

Tip for filling out the spreadsheet: latitude and longitude can be found on Google Maps. Just type in the address you want to find coordinates for, and when the map appears, right-click to copy automatically.

Configure human service

To allow users of Intelligent Contact to contact a human agent at any time, it is necessary to configure the human service for the template.

These settings are done in the human service chatbot or transfer. To do this, follow the steps below:

Firstly, we need to create a queue for the service, we must create a queue named Codigo-loja. This information can be found in the previously filled spreadsheet, for example, a queue following the image below should be named store1-Cipriano.

Fill in the "New queue" field with the name in the format Codigo-loja and click the blue button to save the change. The other fields do not need to be filled in; they remain as they are.

The next step is to configure the agents and assign them to the queue we just created. Still on the Service tab, click on “Agents” and then “Add agents”. In the "Agents' email" field, enter the email addresses of all your team's agents, press ENTER after typing each email. If it's a valid email, it will turn blue, as shown in the image below; otherwise, it will turn red, indicating an issue with the email entered.

Next, assign the created queue to these agents. If there are other queues, assign them according to your needs, always remembering to create queues according to the Codigo-loja rule.

The last step is creating service rules. The geo-located transfer records some extra information in the user contact. One of these pieces of information is the name of the store that the user chose during the conversation with the intelligent contact and can be used to define service rules according to the store name chosen by the client in the address spreadsheet.

Thus, create a rule and assign the name following the Codigo-loja pattern. Then, fill in the fields with the following values:

If -> Contact Extras

Condition -> Equals

Value -> following the Codigo-loja pattern

Contact.Extras -> store

Below is an example of a rule using this information:

Use the example above and create service rules according to your company's teams. Fill in the rule information and click Save. Repeat this step for all rules you wish to register.

Points to note:

The queue name and the service rule must be identical.
The queue name and the service rule must follow the pattern Code-store.
For each company, create queues and corresponding service rules for it.
Assign attendants to queues as needed.

Channel connection

We're almost there! Your Smart Contact Physical Stores is created and configured.

Now just connect it to a channel.

Here is the documentation for publishing on the channels supported by this template:

Custom reports

The Physical Stores template comes with 4 pre-configured custom reports, ideal for tracking your smart contact data. To follow, access the router bot, click on “Analysis” and then, “Custom reports”.

The 4 available reports are:

Access report

The goal of this report is to track accesses to the smart contact. The first three indicators show us respectively: the number of new accesses to the bot, the access origin, and the number of returns to the bot, meaning the number of accesses made by users who have previously contacted the bot.

The "Access Origin" graph provides valuable insights into the distribution of your bot's link: when your bot is connected to WhatsApp and the link from this channel is shared on websites, Facebook, and/or Instagram, if the link's first interaction message with the user is personalized with the name of these channels, you can track in this bar graph the origin of your users, seeing from which platform the promotional link is most accessed. If the user initiates interaction with any other word or phrase not from the mentioned platforms, the data will be counted under "Organic". If your bot is connected to channels other than WhatsApp, accesses will be counted under "Other channels".

The last two charts present data regarding the total number of menu options chosen and, finally, options chosen by time period.

Service report

This report aims to assist in understanding your team's service requests and availability.

The first chart shows the quantity of human service requests per store.

In the second chart, you can verify, within the overflow requests on days when service is available, how many occurred during and outside of scheduled hours. This chart can be a great indicator, as if many service requests happen outside the scheduled time, it may be worth evaluating the extension of service hours, for example.

In the third and fourth charts, you can track your team's availability: first, by checking the number of times they were available (Yes) and unavailable (No), and secondly, by analyzing this indicator by time period.

In the "Services" and "Overflow by Time Period" charts, we can see in more detail how many users who managed to overflow were attended to, how many requested service cancellation, and how many were closed due to inactivity. Next, you can monitor the overflow daily, within the chosen time period.

Finally, there's an available list with details about the reasons for unavailability. The actions in this list are composed of the following structure:

Reason for unavailability | User Name | Chosen Store | User's Phone Number

Reasons for unavailability: the possibilities are:

Out-of-hours overflow holiday: overflow outside of business hours on holidays;
Holiday overflow: when there is no service on holidays;
Out-of-hours overflow: overflow outside of business hours on non-holiday days;
Unavailable overflow: occurs when attendants are not online during the service period.

User Name: returns the name of the user who requested service; this information is available only for WhatsApp, for other channels, this information is empty.

Chosen Store: returns the store chosen by the user where service couldn't be provided.

User's Phone Number: returns the user's phone number who requested service; this information is available only for WhatsApp, for other channels, this information comes with the user ID.

This list can generate valuable insights for clients, where they can visualize the main reasons for unavailability by store, along with user name and phone number information when available. For customer retention purposes, this information can be useful for sending notifications to these users who didn't have a successful interaction with the bot.

Customer satisfaction survey

The purpose of this report is to present the data related to the satisfaction survey conducted at the end of each user interaction. It's worth noting that for the Physical Stores template, we only have the CSAT survey, as this package directs users to human support and does not include other options in the bot.

The first two indicators show us the number of surveys responded to and the number of scores above 7.

Next, we can see a frequency chart of scores. Below that, there is a list of reasons for scores below 7. Please note that in the "CSAT Scores" chart, we may encounter the data point "unexpected input." This occurs when a user sends information that is not a score from 0 to 10. To address this, at the end of the report, we provide a list of all unexpected inputs received from users at this point.

This list, along with the reasons for scores below 7, is valuable because many users tend to leave comments and make requests for new features, complaints, compliments, among other feedback. It's a great opportunity for analysis to understand your users and identify areas for improvement in both the chatbot and your business.

Exceptions report

The fourth and final report available has a more technical and investigative purpose, in other words, it will be possible to analyze all unexpected inputs sent by users at any point in the bot.

In the first listing, we have the format sent by the user and at what point it was sent. The unsupported formats by the chatbot are: files, images, videos, audios, emojis/stickers, and links.

In the second listing, we have available the input sent by the user and at what point in the flow it was sent.

The insights we can draw from this report are related to user behavior and what they are thinking and requesting, which could be points of improvement.

It is worth noting that the data displayed in all reports refer to the time period chosen at the beginning of the page.

All presented reports can be edited: any chart can be added or removed. Furthermore, it is also open for the creation of new reports as per the client's needs. The pre-configured reports were designed so that the client can quickly track the value delivery of their product and how much it can achieve.

For more information, visit the discussion on our community or watch the videos on our channel. 😃