What is Omnichannel Chat?
With omnichannel chat you can have multiple simultaneous two-way conversations with customers via the most popular mobile messaging channels like SMS, WhatsApp and RCS.
It doesn’t matter via which channel the conversations happen, even if it’s a different channel every time, you will still be able to find the entire conversation history within a single workspace, enabling you to provide a truly seamless experience across different channels.
Chatbot integration is also available to handle frequently asked questions so that your team can focus on solving more complex customer service queries.
What can the Esendex omnichannel chat tool be used for?
With 65% of consumers with texting capabilities prefer texting over voice for customer service (source), offering this option could be a real advantage for businesses.
Not only does it appeal to the needs of consumers, it also helps businesses to provide a better customer experience. Instead of staying on the phone the entire time, customers can start and stop the conversation when it suits them. Your staff will also be able to handle multiple queries at once, rather than only being able to handle one conversation per phone line.
Chatbot integration is also available to answer frequently asked questions or guide customers through self-service so that businesses can provide customer service 24/7.
Research indicates that retail sales from chatbot-based customer interaction are expected to double every year and reach $161 billion by 2023 (source). For retailers, there’s definitely untapped potential in conversational commerce.
By using omnichannel chat, retailers can run their conversational marketing campaigns via SMS, WhatsApp and RCS to cover a much wider audience. The ability to send rich content like images, videos and SMS Landing Pages in a chat session can effectively engage customers and help boost conversions.
If you already have a chatbot, integrating that with omnichannel chat also means that you will be able to deploy your chatbot via SMS, WhatsApp and RCS rather than having it only on a single avenue.
From appointment reminders, digital receipts to delivery notifications, omnichannel chat can ensure your messages get delivered and read, as 81% of Australian internet users use mobile message apps (source).
The advantage of sending these notifications via omnichannel chat is that customers can respond immediately to reschedule an appointment or rearrange a delivery, helping organisations to save time and cost while delivering a better service.
These notifications can be integrated to your existing system via API and be delivered automatically; together with chatbot integration, it can streamline your business processes even more.
Enriched chat experience with Messaging Studio
Nested in our rich message builder Messaging Studio, omnichannel chat enables you to send images, videos, PDF files as well as SMS Landing Pages throughout the chat sessions to provide a far more engaging customer experience.
All of these messages, whether they are text only, videos, images or SMS Landing Pages, can be built as templates within Messaging Studio and be used either for a bulk send or in a chat session.
When a dynamic (personalised) field is used, you will be prompted to fill those fields with the right information at the point of using the template, making it easier for your staff to respond using personalised information, while maintaining the same branding and tone of voice every time.
Features & Benefits
Wide variety of engaging digital channels
Deploy SMS, SMS Landing Pages, RCS or WhatsApp messaging.
Integrated rich message builder
Simple to use environment makes it easy to build richer, interactive messages.
Message template library
Build a catalogue of messages to use over and over for better conversation consistency.
Make every message unique for each recipient.
Different message types available
Send simple text, image/video or interactive rich cards.
Add properties to individual customers
Add important information to each customer you interact with. E.g. product/service using.
Automate previously manual processes to free up your internal team’s time.
Recall archived conversations
Closed conversations can be quickly recalled if that customer gets back in touch.
Handle multiple conversations at once
Chat environment allows visibility of multiple interactions simultaneously, unlike telephone calls.
Free up agents time with bot integration
For simple, repetitive interactions bot can be used to free up agents time to focus on more complex tasks.
Use the comms channel your customer prefers
Maximise the potential of an array of next-generation communication channels.
Customer service access at any time/place
Customers can send a message whenever they like. Bots can even automate responses at any time of the day.
Reduce support costs
Handling multiple message-based conversations simultaneously solves more queries faster and eliminates outbound calling.
Simple to learn user-interface
Minimal training required for in-house teams.
Eliminate call waiting
After starting the interaction customers can carry on with other things while they wait for a response.
Want to learn more about Omnichannel Chat?
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