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- Company name: Pluxee Poland
- Service: Implementation of chatbot on HubSpot platform .
- Objective: Increase customer support capabilities without using HubSpot's Service Hub feature.
- Web site: pluxee.pl
Key Facts about Pluxee Poland
Pluxee Poland - a fintech operating in HR, marketing and sales. At Pluxee, we know what will make the users of our solutions happy, and what will make HR, marketing, sales and marketing agencies' work easier and more efficient. Our personalized, digital solutions provide employees, customers and awardees with what matters most: convenient access to their favorite pleasures. With Pluxee, it's easy to reach for what really matters - and we understand very well that it's different for everyone!
Pluxee solutions allow you to realize small pleasures. Everyone will feel appreciated when Pluxee is in their hands - as a lunch card benefit, a holiday gift from an employer, a reward for excellent work performance or loyalty.
Pluxee. The pleasures of everyday life.
Context and Challenges
Pluxee wanted to improve the customer and product user experience by implementing a chatbot on the HubSpot Marketing Enterprise platform. A key challenge was that the client did not use the Service Hub module, which significantly limited the chatbot's available functionality. This required the BusinessWeb team, to develop alternative solutions to meet Pluxee's needs.
The main issues we faced included:
- Lack of ability to automatically route a call to a specific user: Without Service Hub, the full range of solutions that we typically implement for this type of project were not available, so we created a dedicated environment, making the most of HubSpot's solutions, owned by Pluxee. The solution was to create an environment with its own automations that, based on the questions and answers, recorded information in the contact fields and then notified the appropriate teams (e.g. sales, customer service) depending on the type of question.
- No Service Hub license to manage tickets: Because of the customer's decision not to incur additional costs for extending the Service Hub license, it was necessary to design a custom data flow and notifications that, in place of the tickets available on the Service Hub, enabled the seamless transfer of inquiries to the appropriate teams without using the standard ticketing system in HubSpot.
- Changes to chatbot content: During testing, content modifications were needed to align communications with customer service realities and consistency with the tone of voice of the Pluxee brand. We often separated longer messages into shorter ones to keep conversations clear and transparent.
- Compliance: An important aspect was to maintain good practices regarding email contact consents and to ensure compliance with data protection regulations.
- Adapting the appearance of the widget: We configured the appearance of the widget in accordance with Pluxee's visual identity, including the color scheme, button layout, and the way the chatbot appears on the page, to make it more user-friendly and intuitive.
Scope of the Project
Implementation included:
- Design and configuration of custom automations: Because of the limitations of not having a Service Hub, it was necessary to create custom automations that allowed information from the chatbot to be forwarded to the appropriate teams depending on the topic and time of the inquiry (on business days between 8am and 4pm, some inquiries are handled live by consultants).
- Integration with company processes: The chatbot has been customized to handle service and sales inquiries, including information about Pluxee products (the ability to talk to a live salesperson at specific times), service support, current promotions for users of Pluxee products, and opportunities to contact the Customer Service Center.
- Support for various user scenarios: The chat part supported by the Bot has been programmed to support various scenarios, such as: questions about using Pluxee products, technical problems, information about Pluxee products, and collection and verification of customer data.
- Testing and optimization:The implementation required numerous live tests to ensure that the bot answered all user questions clearly and in line with customer expectations. We applied content and flow to make sure conversations were smooth and understandable.
Main Features of Chatbot
- Categorization of user inquiries: Bot recognizes the type of inquiry (e.g., online store order, quote request, use of Pluxee products) and provides appropriate notifications to support or sales teams.
- Automatic answers to frequently asked questions:Bot has predefined answers to popular questions, such as "How do I check my card balance?", "Where do I pay with my Pluxee card?" or "How do I change my PIN?", allowing users to quickly find answers without involving a consultant.
- Reporting queries to relevant teams: For more complicated questions that require human intervention, such as "What is the status of my order?", "I can't log in to the customer panel", or "I want to learn more about your products", the bot sends email notifications to the relevant teams (sales, customer service) along with a full record of the conversation, so these teams can get right down to supporting customers.
- Possibility to chat with sales on live chat - at certain times, the chatbot, after collecting the necessary information, gives you the opportunity to speak with a qualified salesperson in a live conversation, which significantly speeds up the process of handling inquiries and shortens the customer path vs. a traditional contact form filled out on the website.
- Collection of contact information and marketing consents:Chatbot collects key information from customers, such as company name, TIN, email and contact consents. This data is then stored in HubSpot CRM and can be used for future marketing campaigns.
- Identity and data verification: The bot is able to verify customer data, such as TIN or email, to confirm whether the caller is a current Pluxee customer. This allows for a more personalized response or quick redirection to a customer care agent.
- Promotional information: Chatbot informs users about current promotions and special offers available to Pluxee users, which supports the company's marketing and sales efforts.
- Service for technical problems: The bot has scenarios for handling typical technical problems, such as lack of access to the customer panel, problems with activating the customer account, or the user's forgotten card PIN. In such cases, the chatbot provides the necessary information or, if and when necessary, forwards the issue to the customer service team.
- Supports multiple business scenarios: The chatbot supports different conversational paths depending on the type of user (user of Pluxee products vs. business customer) and responds to a variety of needs - from product inquiries, to questions about the status of orders, to questions about the offer .
- Data analysis and reporting: Chatbot records all user interactions in HubSpot CRM, allowing for subsequent reporting and analysis of queries. This allows Pluxee to identify the most common queries, monitor the bot's effectiveness and make changes to optimize the user experience.
Main Problems Solved by Chatbot
- Automate simple queries: The bot handles the most frequently asked questions on its own, taking the burden off the customer service team.
- Fast response to inquiries: With defined response paths, the bot quickly responds to customer and user inquiries and, if necessary, forwards the issue to consultants.
- Customization to customer processes:Chatbot made it possible to handle inquiries without using the Service Hub, while maintaining transparency and efficiency.
- Response to the researched needs of customers, who indicated that the site should include the ability to contact the sales department in real time, not just through a form.
Applications
The implementation of the HubSpot chatbot for Pluxee has shown that even in the absence of full integration with Service Hub modules, it is possible to build an effective tool for handling inquiries from customers and users of Pluxee products. Through the creative use of custom automation and close collaboration with the Pluxee team, we were able to create a solution that meets the needs of both the team and the end customers.
