The picture changed radically over the past year: one messenger is under restrictions, another became mandatory for dealing with the state, the third works but does not forgive mass outreach. We go through each and build the process on what actually delivers messages.
Conversations run from salespeople's personal phones and are stored nowhere.
Some messages are lost because nobody watches every chat at once.
The client writes, calls and emails — and retells the whole story each time.
In the evening and at weekends nobody answers, and that is often when people buy.
The contact base is stuck in WhatsApp, which now works intermittently.
Enquiries from chats are copied into a spreadsheet by hand and some vanish on the way.
One principle: the conversation lives in the CRM, not in an employee's phone. Everything else follows from that.
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