MORE DM

BACKGROUND

Please describe your company and your position there.

I am the COO for a range of boutique fitness studios. We have small teams spread across Mumbai, Delhi and Bangalore. I oversee our franchises as well as our digital products. In collaboration with our CMO, I am hands on in developing innovative digital marketing solutions.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire MORE DM?

We wanted to develop a messenger chatbot to promote member growth, but did not have the necessary marketing and technical expertise to deploy the technology effectively. We had previously built a Messenger chatbot inhouse using the ManyChat platform, but our team struggled to use the technology for effective sales and automated customer service.

The constant policy and technological changes proved too rapid and burdensome for our team to keep up with. This is where MORE DM came in - they have deep marketing knowledge in chatbots. Although they were outsourced, they felt like a part of our in-house team.

What were your goals for this project?

We wanted to promote current member retention and increase our sales. The Covid lockdowns hindered member confidence. Our goal was to automate our customer service and create a CMS that increased value and member loyalty. The idea was to expand on this with marketing campaigns that started conversations with prospective members to answer all of their questions and deliver resources that encouraged them to become members. Automating these systems would allow us to free up our human resources and optimize our marketing capital.

SOLUTION

How did you select MORE DM?

I came across the CEO of MORE DM at a virtual summit and we maintained communication thereafter. Their passion for understanding our business and the needs of the market were evident from the beginning. They understood the challenges that we were facing as an industry. Their approach is straightforward. The information that they openly shared prior to commencing the project was highly useful for my team.

Their team quickly put together a launch strategy, which was delivered in less than three weeks. It's rare to work with people who care as much as they do. They've always shown that they value our business success as well as the professional relationships that we've developed.

Describe the scope of their work in detail.

We had a series of discovery meetings with our CEO, CMO, customer service agents and the principal contact at MORE DM. MORE DM focused on understanding the major challenges and opportunities for our company. They took the time to understand exactly who our customer was and what motivates them to become members. It was important for them to understand the ins and outs of our business in order to make this project as seamless as possible for all stakeholders.

From there we were delivered a 2-phase strategy that we signed off on. MORE DM would be responsible for the chatbot development on the ManyChat platform including integrations with our CRM software, copywriting, strategy development, testing, AI and reporting. The bot would connect to our Facebook page and further campaigns incorporated SMS and Mobile Wallet platforms for as part of the marketing strategy. The team also created and integrated live agent support system so that our support managers can join the conversation if customers need help.

A Natural Language Processing (NLP) database was created so that the chatbot can understand users when they talk or ask questions. Before each campaign, a thorough breakdown of the chatbot was delivered to our team. Our team did not have admin access to the ManyChat bot, but were given viewer access to review flows, sequences and data.

What was the team composition?

All our interactions are with the lead who oversees the operations. My team and I deal with the Kgosi on strategy, reporting or amendments to the contract.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The chatbot works well as a member communication channel. We've been able to combine this with our marketing activities to optimize workflow and bridge Facebook Messenger with our studios. This has improved daily communication with members and served as a space where we can engage members with organized contests that convert much higher than any of our other communication channels.

How effective was the workflow between your team and theirs?

I enjoy working with MORE DM. We've never had any communication problems with them and they are always open to cooperate. MORE DM continues to help us solve problems and find great solutions. My team and MORE DM maintain weekly contact via Slack and Whatsapp. Bi-weekly and oftentimes weekly calls are held to discuss results and upcoming campaigns.

What did you find most impressive about this company?

MORE DM are a reliable partner who deliver professional advice and implement superb chatbot strategies. They communicate effectively and offer support whenever necessary especially about the chatbot industry; which we did not fully understand prior to working with them. MORE DM's tenacity and flexibility ensured that this was a stress free partnership. I would recommend them to partners and friends because I trust their expertise.

Are there any areas for improvement?

The chatbots continued optimization is our main priority right now. We understand that the chatbot industry in constantly evolving. MORE DM has demonstrated a commitment to keep up with these changes and keep us informed every step of the way.