About the Customer

Bilgili Holding is one of Turkey's leading companies operating in the real estate, tourism, and investment sectors. Prioritizing customer satisfaction in every project it undertakes, Bilgili Holding strengthened its communication infrastructure with the Exairon platform to manage the high volume of customer inquiries received through digital channels more effectively.

Changing Customer Expectations in Digital Marketing

Today, potential customers no longer rely solely on company websites to obtain information about the projects they are interested in. Reaching out through Facebook and Instagram advertisements, obtaining information quickly via WhatsApp, and receiving prompt responses through social media channels have become essential parts of the customer experience.

This trend has made it increasingly important, especially for projects with significant digital advertising investments, to manage communication across multiple channels from a single centralized platform.

End-to-End Digital Communication with Exairon

As part of the project, Bilgili Holding consolidated its customer communication processes across the Meta ecosystem on the Exairon platform.

Through WhatsApp advertisements published on Facebook and Instagram, potential customers can initiate a WhatsApp conversation with a single click. Once the conversation begins, customers are greeted through predefined conversation scenarios, where essential project information is shared and frequently asked questions are answered automatically.

If a customer requests more detailed information or wishes to speak with the sales team, the conversation is transferred to a live customer representative while preserving the conversation history. This enables representatives to access the complete conversation history and continue the communication seamlessly.

Thanks to this structure, routine information requests are handled quickly, while inquiries requiring expert support are directly routed to the relevant teams.

All Meta Channels Managed on a Single Platform

The project covers not only WhatsApp conversations but also Instagram Direct messages, Facebook Messenger conversations, and comments made on social media posts, all of which are managed centrally through the Exairon platform.

By bringing all customer interactions together on a single platform, teams can manage all digital communication processes from one screen instead of switching between multiple applications. As a result, collaboration between teams is strengthened, while customer inquiries are tracked in a more organized and controlled manner.

Conclusion

With Exairon's omnichannel customer communication infrastructure, Bilgili Holding has transformed its digital communication processes into a more centralized, manageable, and efficient structure.

By supporting the customer journey that begins with WhatsApp advertisements through scenario-based automated greetings, transferring conversations to live customer representatives while preserving conversation history whenever necessary, and managing messages and comments from Instagram and Facebook on a single platform, Bilgili Holding delivers a unified communication experience across all digital customer touchpoints.

Exairon's omnichannel communication infrastructure continues to support Bilgili Holding's digital transformation vision by enabling customer communication processes to become more effective, more sustainable, and easier to manage.