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Provide customers with instant answers, rich content (media, photos, links, GIFs) and seamless conversations via an instant messaging application they know and trust.
Adapt to a customer’s real-time needs and provide relevant care based on location, history and preferences by integrating instant messaging into your customer support framework.
Integrating instant messaging services helps manage service spikes, allowing for multiple fast-paced but asynchronous conversations between taking calls.
Managing conversations using instant messaging delivers lower-cost resolution and improves efficiency on calls when escalation is required thanks to omnichannel visibility.
Stop and start conversations around customer priorities, allowing agents to manage multiple instant chat interactions.
Engage in real time for rapid progress when customers are available, and when they can’t reply, agents can easily switch tasks and resume the conversation later.
Leverage natural language understanding (NLU) to ensure FAQ bots understand and answer your customers’ requests accurately.
Enable your contact center agents to check if customers are available in real time before trying to engage via instant messaging.
Keep your agents informed with notifications about delivery and whether their messages have been read by the customer.
Offer customers a video call, to take complex problem solving to the next level by seamlessly escalating from messaging to video.
Optimize this core channel, preferred by customers for an increasingly complex spectrum of contexts.
Provide precise, personalized replies for highly efficient and accurate asynchronous customer care.
Manage fast-paced, high-visibility conversations and rapidly route customers to the help they need.
Ensure accessibility across all mobile devices and message visibility thanks to high open rates.
Leverage a face-to-face channel to connect, collaborate and visualize problems remotely.
Be present and offer real-time agent-led or AI support at key moments in your customer’s journey.
An instant messaging app is a dedicated application for exchanging text-based messages, and often rich content, in real-time between individuals. Popular examples include Messenger and WhatsApp. Instant messaging software allows contact centers to integrate these channels to provide new touchpoints. They allow agents to handle multiple conversations, provide rapid responses and allow for conversations to be paused and restarted around customer priorities. Instant messaging apps are a great opportunity to improve customer relationship strategies.
Instant messaging apps benefit customer support by facilitating real-time personal interactions. Its asynchronous nature allows for continuous conversations, enabling customers to send messages at their convenience and agents to handle multiple queries.
Moreover, instant messaging platforms support the exchange of rich content, including images, videos, and documents, enhancing the communication experience and providing clearer explanations or demonstrations of solutions. This versatility enables agents to provide more comprehensive assistance and address customer inquiries more effectively.
Additionally, instant messaging apps enable proactive or outbound services, allowing businesses to send updates, news, offers, and other information via instant messages. For example, WhatsApp Channels is a one-way broadcasting tool that businesses can use to disseminate information to their audience effectively. Many businesses believe instant messaging is essential to brand communication strategies.
Features to look for in instant messaging software or apps for customer service include support for multimedia messages, integration capabilities with other software, automated responses or chatbots, and detailed analytics to monitor conversations and performance.
Instant messaging software and services can be integrated using APIs that enable the sharing of information across platforms. However, many CCaaS (Contact Center as a Service) platforms offer instant messaging capabilities as part of an omnichannel approach to customer service. It is proper integration and an omnichannel approach that maintains a consistent customer experience and enables a more connected and informed approach to customer service.
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