Centralized guest messaging into one Respond.io inbox, putting a Zendesk knowledge base behind it.
FINNS Bali runs the busiest consumer venue in Bali. Guest enquiries arrive across multiple channels. This made it challenging for their customer relations officers to keep track of all the enquiries the company was receiving and respond as quickly as required.
In addition to this, FINNS was facing an issue of account impersonation online by fraudsters, which was misleading their guests.
We centralised their guest messaging into a single Respond.io inbox and then supported that with a Zendesk knowledge base. In addition, we worked closely with the team to ensure that their WhatsApp Business account was verified.
An enquiry flood and an impersonation crisis
FINNS' fast growth had seen guest enquiries boom, and that meant an endless flood of messages across different channels. WhatsApp, social media direct messages, and, of course, e-mail. These might be about pricing, event scheduling, daybed availability, the weather, dress codes, and more.
This meant that the team needed a single view of all enquiries, no matter what the source of the enquiry, and a way to track that these messages had been responded to effectively.
In addition, FINNS was the victim of an online fraud. Hackers created fake profiles using the company's branding and name. Some guests were messaging these accounts instead of the venue.
The biggest hurdle is that impersonation is hard to fix by reporting alone. Blocking and reporting fake accounts is reactive, and often like playing whack-a-mole; when one gets taken down, another appears in its place.
That means that verification becomes an essential part of the solution, providing a clear signal to guests that they are dealing with the real business and not an impersonator.
A single inbox, a single touchpoint, and a fully official FINNS channel.
A Respond.io inbox
All guest contact channels share a single inbox. Multiple customer relations officers can work one queue and never duplicate work or miss a query.
That means no tab switching and no frustrations for the CROs. It's a simple efficiency.
A Zendesk knowledge base
While the highly skilled CROs know the business inside and out at FINNS, it's best to ensure that everything is written down and held in a searchable database.
The Zendesk solution also allows for easy copying and pasting to cut down on the work required on any given query.
A verified WhatsApp Business account
Verification requires registering a new number with Meta, something that can disrupt service levels. By using Respond.io, this transition is seamless from the customer's perspective. There's no change in service level or downtime.
What the team reports since going live.
A single repository of information
The Zendesk approach to storing information has helped speed up the process of responding to customers. There's no need to switch between tabs anymore.
Speedy responses on the right channel
The guest who wants to ask about the weather on WhatsApp or seeks verification of a booking in VIP on Facebook gets the answer in the same channel that they asked the question in.
Customer service officer training is easier
With a single touchpoint for the whole team, there's less time spent training new agents; what they don't know, they can easily look up without disturbing the flow of their day.
Customers can be certain they're dealing with FINNS
The verified channels and single inbox make it easy for customers to be sure they're dealing with official FINNS representatives.
“Working with Unwired Logic has helped us regain control of our guest communication. By centralizing our inbox into a single view via Respond.io and making our FAQs AI-accessible, our team can work faster and smarter. It has given us the operational foundation we need to protect our guests from impersonation scams and improve our digital experience.”
What this was built on.
- Guest messaging hub
- Respond.io, shared inbox across channels
- Knowledge & macros
- Zendesk Knowledge Base, Zendesk macros
- Channel
- WhatsApp Business, verified
- Engagement
- CX platform implementation
- Region
- Bali, Indonesia
This was a CX platform implementation. We do the same work for retail and consumer businesses in Southeast Asia.
Right-sized fixes, across the operation.
Helping the wheels turn faster with Zendesk Support.
We set up Zendesk Support so the team could answer customers quickly and keep service moving - the right-sized fix for a growing retail operation.
Faster, consistent answers across the whole organization.
Automated workflows and clearer stakeholder visibility cut the noise and sped up every reply. Built on Zendesk with SweetHawk extending the workflows.
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