An acquisition chatbot can exist on any number of your channels. You might use an acquisition chatbot as a way to start a conversation with new visitors, or you could use it to share useful information and production suggestions with existing customers.
An AI chatbot is a piece of software that interacts with a human through written language. It is often embedded in web pages or other digital applications to answer customer inquiries without the need for human agents, thus providing affordable effortless customer service.
Call deflection is a method of relieving the strain on your customer service team. It focuses on resolving a large volume of queries without the need for human interaction, providing customers with the information they need quickly and effectively using automation to provide resolution.
Contact Centre as a Service (CCaaS) solutions describe SaaS applications that provide the functionality to replicate a traditional, fully-fledged contact centre. CCaaS software contains a host of communication features, enabling companies to communicate with customers via one solution.
A CDP or Customer Data Platform is a software that collects customer touchpoints and interactions with your product or service from various channels and sources. It aggregates all this data from multiple sources to create a unified profile of each customer.
Collaborative customer service is an approach that uses teams of agents to solve complex customer service cases. In this approach, customer service agents work with colleagues to solve complex issues in organised groups.
Collections chatbots provide a one-platform solution to collect payments from your customers and can be set up to accept a wide variety of payment methods. Making payments simple and easy is the key to converting customers quickly and efficiently.
Conversational AI (artificial intelligence) technology enables computers to engage in natural-sounding text conversations with customers. When chatbot interactions seem natural, consumers feel like they are having an organic social interaction.
Cookieless data collection gathers user data and insights without using website cookies (data trackers that contain personal identifiers) either because the user rejects them or because they are not permitted. This method is growing given multiple tracking restrictions and privacy regulations.
A customer service chatbot can automatically respond to repetitive queries and even scrape your website for the information needed to answer more complex questions. Automating the process of responding to customer questions allows your team to deliver a better and more consistent experience.
Customer service software is the program or platform a business uses to manage its customer service channels. The best customer service software helps brands manage, prioritise, and handle requests and complaints from customers - from any location, at any time, via the customer’s preferred channel.
A digital signature guarantees that an electronic document is authentic. It is an encrypted digital code appended to an electronic document to verify that it was created by a known source and has not been altered.
An FAQ chatbot can be used to automate answers to some of the more common questions your organisation may be asked. These types of questions can be a huge drain on your customer service team and often involve repetitive, copy & paste answers that are more easily and efficiently managed by machine.
First-party data is customer data collected with consent and owned directly by your company (the data controller). It is a valuable source of customer insight in the age of data privacy, as regulations and security measures now make other types of data less secure, accurate, and reliable.
An internal knowledge base chatbot allows you to hold a vast amount of internal company information in one place for your customer service team. One of the benefits of an internal knowledge base chatbot is it can fast track new employee training and allow new starters to become more effective.
IVR or Interactive Voice Response is an automated phone system with call routing capabilities. It answers incoming calls and prompts customers to interact with a pre-recorded message or series of messages, taking them to the appropriate business department based on their response.
A live event chatbot allows customers to get quick answers to their questions before, during and after a live event. Live event chatbots can respond quickly and easily to the sorts of repetitive logistical questions visitors ask about live events.
A payment service provider (PSP) refers to a third-party solution that enables businesses to accept a variety of online payment methods by connecting them to the broader financial system.
Returns and WISMO chatbots allow customers to easily self-serve and find answers to frequently asked questions (FAQs). The process enables customers to seamlessly and quickly handle the laborious task of returning items or tracking orders without the need to speak to a human service agent.
Self-service enables customers to find information they need without having to wait in a queue for customer service agents, or even having to speak to a human at all. It involves automating (and simplifying) elements of the customer service journey to relieve reliance on your customer service team.
Client and server-side tracking are two routes to collecting audience data. With client-side tracking, the user’s browser (client) sends data to the tracking platform’s server. Server-side tracking sends the user data to your website server first before being transferred to the tracking platform.
SIP trunking is a type of Voice over Internet Protocol (VoIP) technology that lets businesses make calls over a data connection rather than a traditional phone line.
Verification chatbots are a simple and secure way to verify the identity of customers, allowing them to access and update their information online without the need to contact customer service teams directly.
A voicebot is a conversational agent that uses artificial intelligence and natural language understanding (NLU) to interpret the intent and meaning in the speech of its conversational partner. We also refer to this technology as 'Conversational IVR'.
Besides API and SDK integration, CM offers most products as web apps as well. By using the web apps on our platform, you’ll gain easy access to all CM’s products for messaging, payments, voice and authentication.
WhatsApp Commerce provides brands with a means of connecting with users and selling their products and services directly to them. It does so by allowing companies to engage in two-way communication between themselves and their customers as a form of conversational commerce.
With the WhatsApp Business Platform, you can deliver exceptional customer service in real-time, ensure your customers have all the information they need in one familiar place, and ask questions regarding their order whenever they like.
WhatsApp Marketing is sending messages from a brand's WhatsApp Business account to a specific audience of customers for promotional purposes. In doing so, it allows businesses to establish a direct line of connection between themselves and potential consumers.
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