What is Qiscus Multichannel Chat Platform?
Today, we live in a world where technology has become an integral part of communication. The rise of the internet gave the way for social media to emerge as the main social digital connecting hubs and messaging applications as the preferred platform for direct communication. Nowadays, messaging apps such as Facebook Messenger, WhatsApp, WeChat, Line, and more are not only used for simply chat with friends but also to connect with brands.
With this significant change in customer habits and needs, businesses need to respond by implementing the necessary engagement strategies since maintaining good communication with customers is always crucial. Ultimately, this leads to how a company can optimize its communication with customers via various digital platforms by setting up easy and quick engagement strategies as a key principle. This is where the Multichannel Chat Solution can be a much-needed solution.
With the Qiscus Multichannel Chat, every interaction in various social media and messaging apps such as Whatsapp, LINE, Facebook Messenger, Telegram, Email, Twitter, Instagram, and more can be integrated into a single dashboard. For a business, this means that you can connect and implement your preferred engagement strategies easier to your customers in a wide range of social media and messaging platforms. This tool is very applicable to a multitude of businesses because interaction with customers is the most essential thing.
More than just enhancing connectivity on social media, the system can be fully customized to fit your specific needs. The system can filter chats by platform or chat status and the admin or person in charge can also mark chats as solved or pending resolution.
You can engage your customers via their preferred communication channel, such as Facebook Messenger, LINE, or even through the company’s website (via a chat widget). The system will effectively and efficiently route the incoming messages to the available agents so that responses can be given quickly. Furthermore, management will be able to track and understand how well customers’ needs are being addressed using built-in analytics. The numbers and types of channels that can be connected are almost limitless and you can even integrate the Multichannel Chat to CRMs, Chatbots, and many other complementary systems.
What will you get by purchasing the product?
Fit the Customers’ Preferences
Over 70% of customers prefer to contact via live chats and social messaging chat over phone conversations and emails to engage with brands. With Qiscus Multichannel Service Chat, your business or brand can now manage and respond to chats from any channel using a single dashboard.
Agents and Performances Allocation
Our system is smart enough to assign incoming inquiries to agents with lesser loads. You can set your own rules and criteria for agent allocations as well as to measure their performances.
Bot-Human Collaboration
You can boost the customer service experience by integrating an Artificial Intelligence (AI) chatbot. If it's too complex for the bot, the inquiries will be seamlessly handed over to a human.
One Whatsapp Contact Number for Multiple Agents
The system will bridge the communication from a single WhatsApp contact number to multiple agents. This eliminates the need for multiple WhatsApp contact numbers to process communication.
Manage Chat Channels
Having large numbers of chats from multiple channels can be convenient but it also has its complexities. The system will efficiently manage all your chats on a single platform, subsequently increase the efficiency of assisting customers.
Here are the detailed features of the product:
01. Chat Apps Integration
Efficiently Integrating chats from multiple apps
02. Customer Services Allocations
Effectively allocating incoming messages to agents
03. Message Templates
Set recurring messages as templates as a response to recurring inquiries
04. Automatic reply and operational hours
Set operational hours and automatic reply to respond to messages that come outside of it
05. Mobile App Customer Service
Boost the mobility of customer service with a mobile app
06. Analytic
Acquire valuable feedback and insights into your customer service. You can keep an eye on agents’ performance and other metrics.