PRODUCT FEATURES
Live agent Chat Panel
Elegant chat panel for your sales & support staff to handle multiple live chats received via multiple app channels. Key capabilities include
- Separate chat groups to categorize enquiry types
- Role privileges to ensure controls
- Rule based chat assignment (skill, load balance & stickiness)
- Quick replies to improve response time
- Spam filters to avoid distractions
AI Chatbot to automate conversations
Chatbots enable round the clock availability for you to interact with your customers. Our chatbots, using techniques like Natural Language Processing (NLP) & interactive templates, facilitate a smooth conversational flow via messaging channels, with the option to warm transfer the chat to a live agent at any time.
- Engage with leads 24*7
- Automate lead qualification via form-filling, location sharing etc
- Enable order taking, appointment booking & visit scheduling
- Leverage latest interactive temples – Buttons, time pickers, list selectors, rich links etc
- Provision to transfer chat to a live agent
Reports and Insights
We measure performance and provide deep insights into the effectiveness of each of your app channels. The reports capture volumetrics, channel effectiveness and customer loyalty scores.
- Total messages and conversations handled
- Agent productivity (chats handled, average response time)
- Messaging effectiveness (delivered, read and responded, opt-outs)
- Customer Loyalty and NPS scores, trending over time
- Customer sentiment analysis for each interaction
Send outbound campaigns, notifications and alerts
Business Initiated conversations help you start or re-engage with your customers. These messages could range from sending regular updates to specific transaction related notifications or reminders.
- Educate your leads through nurturing messages
- Send order or service-related notifications & updates
- Respect customer privacy by consent-driven messaging & opt-outs
- Powerful tools to send manual campaigns to targeted customer lists
Integrations with back end applications
Our standard REST APIs allows your back-end applications to auto trigger messages based on set business rules. These APIs, tightly integrated with your CRM/ERP applications enable inbound queries enrich our chatbot capabilities to provide response real time.
- Nurture leads from CRM & Marketing Automation systems
- Send receipts directly from POS/Billing systems
- Measure customer loyalty via NPS surveys
- Configure customer workflows via real-time lookups
- Perform cross-channel messaging to optimize customer responsiveness
