Clickatell today announced the launch of its Chat Desk and Chat Flow solutions delivering a superior customer experience through chat.
Clickatell combines the power of Chat Desk, a live-agent digital contact centre solution, with Chat Flow, a chat commerce workflow builder, providing automated chat with drag-and-drop, no-code, functionality.
With this holistic solution, consumers will connect with brands through Chat Flow automated chat, also known as unassisted chat, and then if the consumer needs additional support, they seamlessly shift to a live agent or assisted chat, through Chat Desk.
By making customer service accessible with popular chat apps, brands eliminate long hold times for agents in contact centres, and meet consumers’ needs faster and more conveniently in chat apps that they already use daily. The adoption of chat is growing faster than any other digital channel with WhatsApp having over 2 billion global users and Facebook Messenger over 1.3 billion users.
Jeppe Dorff, Chief Product and Technology Officer at Clickatell, said: “Chat Desk and Chat Flow working together or separately make it easy for brands to meet consumers where they are consistently – on chat apps – enhancing customer experience while reducing friction associated with contact centre customer service.
“A number one reason consumers leave brands and abandon payments is due to bad and frustrating customer experience. Adding chat apps as a channel in contact centres makes brands easily reachable and prevents frustration. Added to this, chat increases customer engagement, creating an opportunity to up and cross sell to customers, turning a cost centre into a profit centre.”
Clickatell has also added several new features to Chat Desk including:
- Pending Chats: This feature enables agents to mark live chats as pending when waiting unusually long for the customer to reply, effectively putting that chat “on hold.” As the agent may be dealing with multiple chats simultaneously, this effectively declutters their chat queue, helping the agent to focus their attention on chats that are currently live
- Customer Surveys: A survey can be presented to a customer when a chat ends. This can be used to gather valuable feedback about a brand’s products and/or services and about the customer’s interaction with the agent, helping contact centres’ managers better manage their support teams. Either an NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score) survey can be configured
- Auto Responders: Custom messages can be displayed to end-users in certain scenarios, such as when all agents are busy or when a customer has reached a business outside of support hours
Chat Flow has also been redesigned for a cleaner, fresher, more user-friendly experience.
