A multichannel Chat is a dashboard that integrates multiple channels of communications such as Facebook, Whatsapp, LINE, that allows a customer service agent to interact with customers communicating from different channels efficiently and effectively. Using the method of multichannel, you can cross multiple platforms without having to go to different dashboards so you can significantly boost customer experiences and gain valuable feedback.
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 quick. Furthermore, management will be able to track and understand how well customers’ needs are being addressed using the 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 live chats and social messaging chats over phone conversations and emails to engage with brands. With the Multichannel Service Chat, your business or brand can now manage and respond 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 measure their performances.
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 in 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 for 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
Acquire valuable feedback and insights into your customer service. You can keep an eye for agents’ performance and other metrics.