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Why Omnichannel Customer Service?

  • Messaging – the way the world communicates:
    - 2.2 billion people worldwide
    - WhatsApp 1.5 billion users, FB Messenger 1.3 billion users, Apple Business Chat 1.3 billion users, WeChat 1.0 billion users

  • Messaging – a key component in customers’ purchase journeys
    - 84% use messaging Pre-Purchase for information & consultation
    - 74% use messaging during Purchase for purchasing & ordering
    - 79% use messaging Post-Purchase for commenting & reviewing

  • Messaging – the dominant medium for customer service
    - Last 5 years: Phone & email in steep decline, messaging apps steep rise
    Why?
    - Better resolutions +60%
    - Better service quality +80%
    - Lower costs -75%

  • Single interface & contact point for all messaging apps & all external communication

  • Customer-centric

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New Single Messaging Platform

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Why Omnichat?

A single story for every customer from one source, no matter the channel.

  • Incorporates all messaging channels, including RCS and Google Business Messenger

  • Comprehensive functionality
    - Intelligent Agent Routing
    - Omnichannel Connectors
    - Live Chat
    - Ticketing
    - Integrated with bots and other apps

  • Easily customised to fit exact customer requirements & build custom use cases

  • A single platform for:
    - CRM
    - Marketing Automation
    - Customer Support

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Omnichat Use Case

  • Customer orders new pair of trainers online.

  • Weeks spent researching which brand, style, and colour.

  • Makes the order and receives a confirmation email right away.

  • 2 days later, checks inbox and discovers new email from the webshop, apologising and explaining that size ordered is out of stock.

  • Extra 2 weeks to receive the shoes. About to call and complain when customer sees option for live chat.

  • Begins chat ready to explain the whole history.

  • Agent messages back before customer types anything.

  • Agent already knows the story and the order number.

  • No need to repeat anything. Agent explains what happened (inventory slip-up) and apologises again, also providing 30% discount code for next purchase.

  • When customer receives their trainers a couple of weeks later, they find a handwritten note thanking them for their patience and wishing them luck with the new shoes, plus a travel-sized trainer cleaning kit.

  • Increased customer satisfaction, courtesy of problem handled well.

With Omnichat customer service, the customer is the focus. All communication revolves around their needs. 

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Our Features

Powering Applications to See, Hear, Sense, Think and Chat

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Download app

Web-based Messaging CRM and Marketing Automation Platform,

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Our Clients and Partners

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Create Once, Converse Anywhere

Configure a bot to run on one or more channels

Increase Conversions

Generate high intent, qualified leads from digital campaigns & have a two-way conversation, round the clock ensuring higher conversions.

Generate Leads

Send critical business notifications, run targeted campaigns and generate leads with our AI-powered campaign manager

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Testimonials

Check what our satisfied clients said

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