03 - TALK TO ME DIGILIZA

Summary

This video explains how the company uses the Digil tool to manage client communications via WhatsApp across two offices, one regional and one virtual. It highlights key features of the platform, including color-coded conversations, ticket management, and secure login processes. The speaker emphasizes the importance of data protection and compliance with LGPD laws. With Digil, employees can manage multiple WhatsApp accounts, transfer tickets, schedule messages, and keep conversations organized. The tool also enables supervisors to track all interactions, ensuring smooth and efficient customer service.

Takeaways

• 😀 The company operates two offices: one with a regional focus and another with a virtual focus.
• 😀 The main communication tool with clients is WhatsApp, but there is a system (Digiliza) that helps manage multiple WhatsApp accounts for different teams.
• 😀 Digiliza allows team members to access WhatsApp conversations through a web interface, reducing reliance on QR codes.
• 😀 Each employee is assigned a unique login with an email and a random password, which should be changed to something more secure and memorable.
• 😀 Employees should only log into the office tools from their personal computers, ideally within their home, to ensure data protection (LGPD compliance).
• 😀 Digiliza provides a dashboard showing open conversations, allowing employees to filter by 'pending', 'attending', or 'finalized' status.
• 😀 Each WhatsApp account is color-coded to indicate which company the client is associated with, helping employees quickly identify the context.
• 😀 Employees can transfer conversations to supervisors or colleagues and can also mark tickets as resolved once an issue is addressed.
• 😀 All conversations, including those set to delete after 24 hours, are stored for legal purposes, ensuring compliance with data protection laws.
• 😀 A conversation can be marked as 'resolved' even if no response is necessary, such as when a client simply acknowledges a message.
• 😀 The system includes features like message scheduling, allowing employees to set reminders for follow-ups with clients at specific times.

Q & A

What is the main purpose of using the Digiliza tool in the company?

The main purpose of using Digiliza is to manage WhatsApp communications with clients across two offices (one regional and one virtual), allowing for secure and efficient communication without relying on QR codes.

What security measures are recommended when using the Digiliza tool?

Employees are advised to log into Digiliza only from their personal computers and to avoid accessing the platform from public or shared devices. Additionally, they should change their randomly generated passwords to something secure and personal.

How does the company ensure compliance with data protection laws (LGPD)?

The company ensures compliance by monitoring all communications through Digiliza, making sure conversations are securely logged, and ensuring employees handle sensitive client data with care to meet the requirements of LGPD.

How do users differentiate between different WhatsApp accounts in the Digiliza tool?

Users can easily differentiate between WhatsApp accounts by color-coding: green indicates the Tiga account, while yellow represents the Nori account. Hovering the mouse over a conversation will display the name of the associated account.

What happens when a conversation is marked as 'resolved'?

When a conversation is marked as 'resolved', it is considered closed. This is done when the issue is no longer active, such as when the client doesn't require further interaction after receiving a message.

What should an employee do if they need to return a conversation to the queue?

If an employee needs to return a conversation to the queue (e.g., if the client will send a document later), they can use the 'return to queue' option to ensure the conversation is managed appropriately when the client responds.

What is the purpose of the 'message private' feature in the Digiliza tool?

The 'message private' feature allows employees to send internal notes or messages to supervisors or colleagues without the client seeing them. This is useful for internal communication related to the client’s issue.

How does the 'scheduling' feature work in the tool?

The 'scheduling' feature allows employees to set a reminder to send a message to the client at a later time. This is helpful for follow-ups, such as reminding the client to send a document or for providing updates at a specified time.

Can employees delete conversations in Digiliza?

No, conversations should not be deleted in Digiliza, as all messages are logged for legal and compliance reasons. Even if a client chooses to delete a message after 24 hours, the conversation remains in the system.

How can employees manage new client contacts in Digiliza?

Employees can add new client contacts manually by entering the client's name, number, and any additional details in the 'contacts' section. Afterward, they can select the appropriate WhatsApp connection (Tiga or Nori) to start the conversation.