Unified Inbox for multiple Messaging channels
The Sentiment unified inbox supports a wide array of messaging channels and adding new channels is simple. Communicate with your customers on Whatsapp, Messenger, Line, and Live chat with many more in development. With the messaging first feel, gone are the old impersonal and transactional conversations. All channels become a messaging first experience, better for your customers and better for your team.
Group Channel Management
Manage global messaging channels in shared inboxes, and automatically load balance conversations across your online team and never miss a customer query or opportunity.
Powerful and realtime
Messages directed to your company on messaging channels are picked up realtime, and automatically routed to the right agent on your team. Features include SLA distribution, and last agent routing, with automatic tagging included as standard. This means your team can be quickly up to speed irrespective of the channel.
10 Ways Messaging has revolutionized Customer Service
Messaging has revolutionized customer service, offering a dynamic and efficient alternative to traditional contact channels. As businesses strive to meet evolving consumer expectations, the shift towards messaging platforms emerges as a superior approach for delivering exceptional customer support. Here are compelling reasons why messaging has proven to be more effective than traditional contact channels:
1. Instantaneous Communication:
Messaging allows customers to connect with businesses in real-time, providing instant responses to their queries. Unlike traditional channels where customers might be kept on hold or experience delays, messaging platforms facilitate immediate interactions, enhancing customer satisfaction by addressing concerns promptly.
2. Convenience and Accessibility:
Customers increasingly prefer the convenience of messaging, as it eliminates the need for prolonged phone calls or waiting in queues. With messaging apps accessible on smartphones, tablets, and computers, customers can engage with support teams at their convenience, breaking down geographical barriers and time constraints.
3. Multi-Tasking Capability:
Messaging enables customers to multitask effortlessly while seeking assistance. Unlike phone calls that demand undivided attention, messaging allows users to continue with their daily activities, making the customer service experience seamless and integrated into their routines.
4. Rich Media Support:
Traditional channels often rely on verbal communication, limiting the exchange of information. Messaging platforms, on the other hand, support the use of rich media such as images, videos, and documents. This feature proves invaluable for troubleshooting visual issues or providing step-by-step guidance through multimedia content.
5. Chat History and Context:
One of the distinct advantages of messaging is the preservation of chat history. This allows customers and support agents to refer back to previous conversations, ensuring a consistent and contextualized experience. Traditional channels might lack this continuity, leading to repeated explanations of issues.
6. Automation and Chatbots:
Messaging platforms empower businesses to integrate automation and chatbot technology into their customer service strategies. Automated responses can handle routine queries, leaving support agents to focus on more complex issues. This efficiency not only reduces response times but also enhances overall service quality.
7. Personalization and Customer Insights:
Messaging platforms provide an avenue for personalized interactions. Through data analysis and customer profiling, businesses can tailor their responses, recommendations, and offers. This level of personalization fosters a stronger connection between the brand and the customer, ultimately improving the customer experience.
8. Cost-Effectiveness:
Messaging proves to be a cost-effective customer service solution. It allows support agents to handle multiple inquiries simultaneously, optimizing workforce efficiency. Moreover, the reduction in phone call volumes and associated infrastructure costs contributes to significant savings for businesses.
9. Proactive Customer Engagement:
Messaging enables businesses to take a proactive approach to customer engagement. Companies can initiate conversations, provide updates, and gather feedback without waiting for customers to reach out. This proactive engagement contributes to building stronger customer relationships.
10. Adaptability to Modern Communication Preferences:
In an era where digital communication dominates, messaging aligns with modern communication preferences. Customers, especially younger demographics, prefer the ease and familiarity of messaging apps, making it a strategic choice for businesses looking to stay relevant and connect with their target audience effectively.
In conclusion, messaging has emerged as a superior customer service channel, offering speed, convenience, and versatility that traditional contact channels struggle to match. As businesses continue to prioritize customer-centric approaches, integrating messaging into their support strategies proves to be a pivotal step towards providing exceptional and efficient service in the digital age. If you would like help integrating Messaging for customer service for your business please contact us for a demo or trial
