Messaging

Easily message customers from a unified engagement hub: Give Provide asynchronous agent workflow to give agents the ability to engage fluidly between Google’s Business Messages, Facebook Messenger, WhatsApp, Apple Messages for Business, WeChat, email, SMS, reviews, social channels, in-app, web messaging, and community resulting in higher efficiency and case concurrency.

Increase efficiency with AI and ML-powered automation: Scale digital care and take the right action with operational metrics alongside customer experience analytics.

Improved customer satisfaction: Resolve customers’ needs quickly, easily, and personally by being accessible in their channel of choice. This provides you with the ability to measure contact deflection from higher-cost channels.

Personalized one-to-one experiences Enable authentic, real-time conversations with empowered agents and bot assistance to increase customer satisfaction.

Real-time to anytime conversations

Don’t let a conversation drop because a session ended or a device changed.

Secure

Secure transfer

Continue conversations from public and private social feeds to secure, owned customer messaging for data protection and control over end-to-end customer experience.

Engagement

Multiple channels, single workflow

Reduce agent training time, especially for flex agents

Advanced

Advanced workflows and automation

Automatically label posts with actionability, sentiment, language, source, and content tags to optimize workflows and reporting.

Persistant conversation

Persistent conversations across devices and time

Never lose context in a customer messaging interaction, and ensure customers can re-engage whenever — and on whatever device — is most convenient.

Customer profile

Holistic customer profile

Respond with more context by using the most complete customer profile that contains information across social networks, CRM systems, interests, influence, tags, and internal notes across departments.

Ai

Artificial intelligence & machine learning

Learn from posts you’ve responded to in the past to help you better respond to posts in the future — and apply sentiment, all without the need to manually train.

Encrypted

Verification & encrypted sessions

Authenticate the identity of customers to increase confidence when handling personal data and securely collect and own personal data.