Consolidates all customer interactions on to a single communication platform
The unified messenger consolidates all customer interactions across multiple communication channels (WhatsApp, Line, Email, SMS, Phone, etc.) on to a single unified platform. The Unified Messenger enables:
One solution that brings in information from multiple channels: emails, WhatsApp, Facebook, WeChat, Line, etc. The platform is extensible to other channels in the future.
The same information is available across multiple devices via the web or mobile version of the Unified Messenger.
Unified Messenger ensures lesser handoffs between customer facing stakeholders, such as Agents, Marketers and Customer Service Representatives and ensures smarter decisions.
No more sharing of the same account for personal & business needs. It enables you to keep your personal interactions personal.
The solution is scalable to cater to multiple customer facing stakeholders and to serve multiple customers, even as the customer base and agent team expands.
Swifter responses to customer, even when the information is spread across different channels and systems.
When the customer sends in a query or a request from the channel of their choice, the query gets assigned to a representative such as an agent or a customer service representative, based on their workload or availability.
The representative has all historical conversational data available along with essential business information such as policy information, demographic details, renewal details, and latest updates on their policies, helping them resolve the query in an informed manner.
The Unified Messenger allows insurers to consolidated all customer interaction data on to a single source enabling data analytics to be performed on the same. The business insights derived from this data can be leveraged in cross-selling and upselling opportunities, but most importantly, consolidation of the interaction data is the first step in creating the Single View of the Customer.
Relevant and contextual engagement
Better engagement with sharper and more targeted opportunities
Better customer insights to create more targeted communication
Faster resolution of queries and requests with consolidated and historical interaction data