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In business, relationships are everything. And every relationship starts with a conversation. This has been true since the dawn of commerce. But today, people and businesses are increasingly connecting through a powerful, personal new medium: messaging well social messaging
Facebook Research tells us that 7 in 10 businesses surveyed think they are communicating effectively with customers - yet just 2 in 10 consumers surveyed agree. But messaging is increasingly helping to bridge the communication gap.
People's use of mobile messaging apps has been on a meteoric rise. By the end of 2019, 80% of the world's smartphone users will message every month. And the growth is only expected to continue: By 2021, it's predicted that the global user base for mobile messaging apps will have risen by a further 23%.
have switched brands because of poor customer service
to anticipate their needs and make relevant suggestions
4.5 billion photos, 1 billion videos and 80 million GIFs shared per day
As per the facebook survey majority of people surveyed who message businesses do so throughout their consumer journey, seeking store hours, product details and gift ideas. People are booking dinner reservations and plane tickets, receiving boarding passes, sharing feedback and more, all through messaging apps.
People surveyed who message a business to ask about products or services
People surveyed who message businesses to make a purchase or reservation
People surveyed who message businesses to get support for a product or service
Most consumers don't actually want a "journey" - they want instant gratification. People want products and services and the more effortless and immediate, the better. In fact, people globally now value convenience so highly that 60% of people surveyed across 23 markets say they would actually pay more for convenience.
Messaging is an anywhere, anytime, single-thread platform with a unique ability to shorten the distance between wanting and owning. Given consumers' shifting preferences, the era of messaging could not be more timely.
Convenience is powerful, but ultimately, people want to get stuff done. And the combination of speed, quality of advice and personal care that people can experience when messaging is making it an irresistibly effective medium. People's expectations of messaging are reaching a tipping point, as messaging continues to supplant other ways of communicating with businesses.
People feel more confident messaging businesses than using more traditional customer service channels.
A new study released by UK-based Juniper Research estimates that Answer bots will help businesses save more than $8 billion per year by 2022. Bots have the ability to improve the efficacy and productivity of workers in businesses by providing quick answers and solutions to customers with simple queries. As a result, they reduce operational costs, manpower and time.
Do you know 30% of the working class people make purchases after their office hours and their after office hours becomes many of the businesses closing hours and this will result in losing 30% of customers. You can keep your businesses open 24 x 7 , 365 days without any employees with Smart Replies
Key to ensure recurring revenue is to keep customers satisfied always , customers love instant gratification and smart replies can be there to provide it for your frequently asked questions. An instant reply can definitely increase your customer satisfaction levels.
It takes less than 2 minutes to get started with Smart Replies, simply add questions and answers or upload the existing FAQ. Our Proprietary Artificial Intelligence (AI) and Natural Language Processing (NLP) will do the rest of the magic for you.
If your customer ask "whats price of iphone 10" it replies with "iphone 10 price" and then your customer asks "whats camera" then bot should know that your customer is asking for iphone 10 camera, this is context. Context is added to remember the purpose or topic of chat and also what it said in last message. Remembering previous conversation or the topic which customers is called context management. Context intelligently change based on the progress of conversation.
Actions are a set of commands which can seamlessly work with Smart Replies , on receiving specific messages you can instruct the picky assist smart replies to take multiple actions based on your business requirements. Like Make A Call Back Back , Add Customer into a Category , Remove A Tag , Add Customer into a sequence, Create a Support Ticket and more..
Give dynamic replies from your application like updated balance, updated score etc
Send an email informing your agents about user interactions. Include message history also.
Send SMS or WhatsApp message to agents about the conversations till now
Offer an install call back to the user immediately.
This will temporary pause smart replies for the time set by you, useful for human takeover and live chat
This will add a tag to the subscriber
This will remove tag from the subscriber
This will map subscriber to a category
This will remove subscriber from a category
Create a support ticket against the subscriber
Auto subscribe customer into a sequence for drip campaigns
Unsubscribe customer from a sequence
Add a note / update against the subscriber
This will add the incoming number to blacklist.
Customise Color and appearance of the widget to match your webpage theme.
Upload your own attention bubble image or text for higher engagements
Welcome Visitors with a Greeting Text
Just copy and paste a small code into your website and you have done.
Automate WhatsApp, SMS & Website conversations. Train once and deploy everywhere. More Channels are coming soon.
Easily upload existing frequently asked questions from an excel sheet and avoid manual data entry works.
Go beyond text messages , reply customers with images, videos, pdf , audio for a truly enhanced communication experience.
Segregate and group question and answers by category to organise more effectively. Contexts can be effectively mapped to each category.
Small talks are collections of casual conversation. This feature can greatly improve the user experience by covering common questions that may not pertain to your core FAQ.
Questions which are not answered by the bot will be listed under learn module. You can manually review the questions and add the best answer so that next time your customer will get the most relevant answer.
Personalize the response using the attributes which are saved in your Social CRM which will help you to greet customers with their name or any value stored in the attribute like Name, Age, Last Order Details, Current Plan, Address etc
Fall Back response is useful when the bot is unable to find a relevant answer to the customer query , set various actions like send an email , send a message , pause replies, add tag etc so that a human can immediately take over the conversation.
Stats module gives an overview of what the customers are really demanding and searching among your products or services. Get question wise counts asked by your customers between any dates.
