Mobile chat commerce company Clickatell has announced the launch of new Chat Desk and Chat Flow solutions aimed at improving the customer experience.
Clickatell’s offering involves enabling customer engagement through mobile chat apps, allowing companies to interact with consumers via the messaging applications they are most familiar with.
“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,” said Jeppe Dorff, Chief Product and Technology Officer at Clickatell. “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.”
The company’s Chat Desk is a live-agent digital contact centre solution, with new features including pending chats, which enables agents to mark live chats in the case where a customer is taking a long time to reply – helping them focus attention on chats which are live. Also newly added are customer surveys presented to customers when a chat ends, allowing the gathering of feedback on products or customer interaction.
“Clickatell’s Chat Commerce takes the wait, the frustration, and inconvenience out of the customer service experience for our clients,” said Cerika Henning, Business Development Executive at Company Partners, a Clickatell customer. “Our customers are reassured quickly and conveniently that their inquiries will be taken care of through chat. Adding the chat channel as a method to engage with our consultants has been extremely effective and a great way to build trust with our customers.”
Chat Flow, meanwhile, is a chat commerce workflow builder. The solution helps companies provide automated chat via a drag-and-drop no-code designer, allowing consumers to connect with brands via automated chat. If an individual needs additional support, that can be elevated to assisted chat through Chat Desk.
“To join the mobile chat revolution, brands with existing contact centre solutions don’t need to rip and replace, but instead can add or up-level their customer service by adding chat as an additional channel with Chat Desk and Chat Flow to boost productivity and customer experience,” said Dorff. “By doing so, brands put themselves in consumers’ contact lists right next to friends and family, and engage with consumers when they want to engage, which boosts the customer experience.”
