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{"id":330,"group_id":1,"localisations_l10n":"en-ZA","status":"active","name":"A2P Messaging","slug":null,"description":"A2P stands for Application to Person messaging. These are messages that are sent from an application to a person, for example, <a href=\"\/en-za\/one-time-password\/\">One Time Passwords<\/a>, bank alerts or booking confirmations using API or Web App.<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-15T11:47:30.000000Z","deleted_at":null} {"id":4849,"group_id":65,"localisations_l10n":"en-ZA","status":"active","name":"AI Chatbot","slug":"what-is-ai-chatbot","description":"An <a href=\"\/en-za\/conversational-ai-cloud\/\">AI chatbot<\/a> 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.<\/p>","page":1,"title":"What is an AI chatbot?","text":"An AI chatbot is a computer program that simulates human communication. Chatbots are frequently used in a wide variety of online situations, from customer service to sales. One of the best-known examples of <a href=\"\/en-za\/glossary\/what-is-conversational-ai\/\" style=\"user-select: auto;\">Conversational AI<\/a> delivered through chatbots <a href=\"\/en-za\/blog\/improve-ecommerce-customer-service-experience\/\" style=\"user-select: auto;\">includes eCommerce sites <\/a>where bots allow customers to ask questions about a particular product and receive an instant response. As the technology underpinning AI chatbots has advanced, they have evolved from rudimentary tools to ones that can engage with consumers on a level that feels quite human and personal.<\/p><img alt=\"vattenfall chatbot nina conversational ai\" src=\"https:\/\/www.cm.com\/cdn\/web\/large\/vattenfall-chatbot-conversational-ai.png\" style=\"user-select: auto;\">   <\/p><h2 style=\"user-select: auto;\">Do all chatbots use AI? <\/h2>Not all chatbots utilise AI. Some are rules-based, delivering tightly structured dialog based on user input. They are only able to recognise questions and comments when they match the keywords selected by the chatbot\u2019s programmer. An artificial intelligence bot, on the other hand, employs machine learning and natural language processing to respond to human input even when it deviates from a pre-programmed script. <\/p><h2 style=\"user-select: auto;\">What are the benefits of an AI chatbot? <\/h2>When compared to a rules-based chatbot, an AI chatbot comes with several additional benefits. These include:   <\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">Availability -<\/strong> By employing an AI bot in place of a human agent, it becomes much easier for businesses to provide 24\/7 availability. Whenever a consumer has an inquiry, an AI chatbot is ready to give an instant response. Based on integrated systems and databases, it can actually help the customer. A scripted chatbot can only follow the script. <\/li><li style=\"user-select: auto;\">Adaptable -<\/strong> Whether it\u2019s for customer service or HR support, lead generation, or sales assistance, AI chatbots have a variety of uses. The bot can adapt to the needs of the customer. <\/li><li style=\"user-select: auto;\">Affordability - <\/strong>One of the main drivers behind the use of AI chatbots is their affordability. The total cost of ownership is low compared with employing additional human members of staff.  <\/li><li style=\"user-select: auto;\">Customer experience - <\/strong>By collecting a wealth of additional data, AI chatbots can greatly improve the customer experience. By fostering more interactions, they can streamline the customer journey, deliver real-time personalisation, and enable companies to collect actionable data that can be used to improve products and services. With a well set up, advanced AI-powered bot, a customer can fulfil their entire customer journey within conversations.  <\/li><\/ul><h2 style=\"user-select: auto;\">How to build an AI chatbot <\/h2>While talk of machine learning and artificial intelligence may make the idea of building your own Conversational AI chatbot sound daunting, help is available. Start by thinking carefully about what you want to achieve with your chatbot, come up with a clearly defined strategy, and then start fuelling your chatbot with the data it needs.  <\/p><img alt=\"chatbot digitalcx conversation\" src=\"https:\/\/www.cm.com\/cdn\/web\/chatbot-digitalcx-conversation.png\" style=\"user-select: auto;\"><\/p>Although it may sound challenging at first, <a href=\"\/en-za\/blog\/5-tips-chatbot\/\" style=\"user-select: auto;\">creating a chatbot<\/a> is surprisingly straightforward. Here\u2019s why:   <\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">Code-free - <\/strong>Many chatbot creation services offer low- or no-code options so individuals with no coding experience can create their own chatbot.  <\/li><li style=\"user-select: auto;\">Easy to integrate -<\/strong> Chatbots can be integrated into a variety of customer communication channels, including WhatsApp, Facebook Messenger, Viber, Telegram, SMS, Google RCS, and Web Chat apps. <\/li><li style=\"user-select: auto;\">Test and tweak - <\/strong>Once you\u2019ve built your chatbot, you can test it on a local server with friends and colleagues to identify any potential issues. These can then be resolved before a broader rollout. Data will help you improve continuously.   <\/li><\/ul>Whether you\u2019d prefer a <a href=\"\/en-za\/chatbot\/\">scripted chatbot<\/a> or a more <a href=\"\/en-za\/conversational-ai-cloud\/\" style=\"user-select: auto;\">conversational AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements.   <\/p>","meta_title":"What is AI chatbot & What Are the Benefits? | CM.com Glossary","meta_description":"An AI chatbot is a piece of software that interacts with a human through written language. Read more about AI chatbots in our Glossary.","publish_date":"2021-10-11T09:08:06.000000Z","created_at":"2021-10-11T09:08:06.000000Z","updated_at":"2021-10-11T10:30:57.000000Z","deleted_at":null} {"id":332,"group_id":3,"localisations_l10n":"en-ZA","status":"active","name":"Alphanumeric Sender ID","slug":null,"description":"The sender ID refers to the \"from\", so who has sent the message. This can be alpha (containing characters and numbers), numeric (only numbers) or a numeric short code.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":331,"group_id":2,"localisations_l10n":"en-ZA","status":"active","name":"API","slug":null,"description":"<a href=\"\/en-za\/blog\/what-is-the-meaning-of-api\/\">Application Programming Interfaces<\/a> (APIs) are a set of routines, protocols and tools that allow software programs to communicate with each other. APIs can be used by developers to make their own applications or by companies who want to share data about their products or services with others.<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-11T09:30:35.000000Z","deleted_at":null} {"id":370,"group_id":41,"localisations_l10n":"en-ZA","status":"active","name":"Campaigns","slug":null,"description":"Within the Mobile Marketing Cloud, you'll find CM.com's Campaigns: the perfect tool to build and manage your mobile SMS campaigns, both manually and automated.<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-11T09:50:28.000000Z","deleted_at":null} {"id":336,"group_id":7,"localisations_l10n":"en-ZA","status":"active","name":"Carrier Billing","slug":null,"description":"Direct Carrier Billing is an online payment method which allows users to make a purchase by charging payments to their mobile phone bill. Carrier Billing is available for all consumers with a mobile device containing a SIM card.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":5683,"group_id":84,"localisations_l10n":"en-ZA","status":"active","name":"Collaborative Customer Service","slug":"what-is-collaborative-customer-service","description":"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. <\/p>","page":1,"title":"What is collaborative customer service?","text":"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, ensuring the weight of each problem is shared between two or more agents at any one time and relieving the burden on the individual while promoting team-based problem-solving solutions. <\/p><h2>What are the benefits of collaborative customer service?<\/h2>Collaborative customer service reduces overall stress and equalises your agents\u2019 workload. Team members no longer feel isolated and can work in teams to solve complex problems. Playing to each of their strengths means greater productivity and a greater sense of achievement. <\/p>Collaborative customer service not only benefits customer service agents, it also leads to more efficient case management as other agents within the team can act as a failsafe against a lack of progress.<\/p><h2>How to get started with collaborative customer service<\/h2>If you\u2019d like to find our more about collaborative customer service with Mobile Service Cloud solution, <a href=\"\/en-za\/contact\/sales\/\">get in touch<\/a> today, or you can read our detailed brochure.<\/p>","meta_title":"What is collaborative customer service? | CM.com Glossary","meta_description":"Collaborative customer service is an approach that uses teams of agents to solve complex customer service cases. Read more in our Glossary.","publish_date":"2022-07-04T07:33:04.000000Z","created_at":"2022-07-04T07:33:04.000000Z","updated_at":"2022-07-04T07:34:13.000000Z","deleted_at":null} {"id":4852,"group_id":60,"localisations_l10n":"en-ZA","status":"active","name":"Conversational AI","slug":"what-is-conversational-ai","description":"<a href=\"\/en-za\/conversational-ai-cloud\/\">Conversational AI<\/a> (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.<\/p>","page":1,"title":"What is Conversational AI?","text":"Conversational AI uses data, natural language processing, and machine learning to mimic human interactions. It recognises human communication patterns and can be programmed to understand multiple languages. Conversational AI handles routine or repetitive customer questions, freeing up support staff to solve more complex issues. Speedy problem resolution saves your company time and money and leads to happier customers.<\/p><h2 style=\"user-select: auto;\">What\u2019s the Difference Between Conversational AI and Chatbots?<\/h2>Chatbots are transactional, utilising steps and responses that move customers through a predetermined chain of commands. Unlike conversational AI, chatbots use IFTTT (if-this-then-that) algorithms to interpret customer inquiries. <\/p>Conversational artificial intelligence asks open-ended questions that are interpreted and acted upon based on a self-generating and ever-expanding knowledge database.<\/p><img alt=\"chatbot digitalcx conversation\" src=\"https:\/\/www.cm.com\/cdn\/web\/chatbot-digitalcx-conversation.png\" style=\"user-select: auto;\"><\/p>Conversational AI and chatbots both engage in conversations with customers to answer common questions, handle support inquiries and facilitate sales. But there are some important differences between conversational AI and chatbots:<\/p><a href=\"\/en-za\/conversational-ai-cloud\/\" style=\"user-select: auto;\">Conversational AI:<\/strong><\/a><\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">Understands human communication patterns and responds with contextual dialog. <\/li><li style=\"user-select: auto;\">Incorporates AI algorithms and natural language processing (NLP) technology to create smooth dialog transitions.<\/li><li style=\"user-select: auto;\">Creates customer conversations that don\u2019t sound stilted or scripted and are often indistinguishable from human interactions. <\/li><li style=\"user-select: auto;\">Enables customers to resolve problems without human intervention, making customer service fast, natural, and seamless.<\/li><li style=\"user-select: auto;\">Retains context through a conversation.<\/li><\/ul><a href=\"\/en-za\/chatbot\/\" style=\"user-select: auto;\">Chatbots:<\/strong><\/a><\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">Require \u201ctraining\u201d to recognise keywords.<\/li><li style=\"user-select: auto;\">Necessitate customers to use exact phrasing to generate correct predetermined responses.<\/li><li style=\"user-select: auto;\">Need continuously updated scripts to remain current and helpful.<\/li><\/ul><h2 style=\"user-select: auto;\">How Does Conversational AI Work?<\/h2>Conversational AI employs natural language understanding (NLU), machine learning (ML), and natural language processing (NLP) to engage in customer conversations. Natural language understanding helps decipher meaning from users\u2019 words (even with their quirks and mistakes!) and remembers what has been said to maintain context and continuity.<\/p>Once a customer\u2019s intent is understood, machine learning determines an appropriate response. This response is converted into understandable human language using natural language generation (NLG), a part of NLP.<\/p>NLP processes flow through a continuous feedback loop with machine learning to improve the computer\u2019s artificial intelligence algorithms. Rather than relying on keyword-sensitive scripts, NLU creates unique responses based on previous interactions. <\/p>AI recognises patterns faster as data input increases. <a href=\"\/en-za\/blog\/how-finding-the-right-balance-between-technology-and-humans-will-improve-customer-experience\/\" style=\"user-select: auto;\">Along with human guidance<\/a>, AI uses this information to form better, natural responses to customer inquiries over time. <\/p><h2 style=\"user-select: auto;\">Benefits of Conversational AI<\/h2>Here are a few of the many benefits of <a href=\"\/en-za\/blog\/5-tips-chatbot\/\" style=\"user-select: auto;\">using conversational artificial intelligence<\/a> for customer support.<\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">1. Increased Sales<\/strong><\/li><\/ul>Conversational AI can improve your conversion rate, increase revenue, and build your brand. Cross-selling, up-selling, product recommendations, and handling payment transactions are all easily managed by artificial intelligence tools.<\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">2. Controlled Costs<\/strong><\/li><\/ul>Customer service staffing can be expensive. Offering 24\/7 customer assistance via conversational AI apps reduces salary and training expenses. These savings are crucial for the survival and long-term success of SMBs.  <\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">3. Enhanced Customer Support & Engagement<\/strong><\/li><\/ul>Online assistants can provide many types of customer service, from answering questions about shipping status and delivery times to product advice and FAQs. <a href=\"\/en-za\/mobile-service-cloud\/\" style=\"user-select: auto;\">Offering your customers 24\/7 support<\/a> (with minimal wait times) generates engagement by speaking to them when they need you most.  <\/p><video muted=\"true\" oncanplay=\"this.muted=true; this.play();\" playsinline=\"true\" autoplay=\"true\" player-source=\"https:\/\/www.cm.com\/cdn\/web\/five-star-service.mp4\" loop=\"1\" style=\"user-select: auto;\"><source src=\"https:\/\/www.cm.com\/cdn\/web\/five-star-service.mp4\" type=\"video\/mp4\" style=\"user-select: auto;\"><\/video>Artificial intelligence assistance ensures that customers receive accurate and consistent responses to their questions. Remember, if your AI app cannot sustain a rigorous customer inquiry, the request can be passed to a live agent with data generated from the automated interaction for reference. <\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">4. Scalability<\/strong><\/li><\/ul>No need to worry about growing pains \u2014 conversational artificial intelligence applications can handle millions of conversations simultaneously. Whether you need to add resources or downsize rapidly, you can scale conversational AI applications to meet your needs and maximise operational efficiency.<\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">5. Rich Data Insights<\/strong><\/li><\/ul>As conversational AI works to engage with customers actively, it\u2019s also feeding your business rich data that you can use to learn about customers. This can give you a competitive advantage and reveal new business opportunities to explore.<\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">6. Improved Employee Efficiency <\/strong><\/li><\/ul>Conversational AI takes the pressure off customer service agents by handling often-asked or repetitive questions for them. Live agents can focus instead on managing complex queries and building relationships with customers. <a href=\"\/en-za\/blog\/myths-busted-for-automating-the-customer-service\/\">Allow automation<\/a> to address simple issues so your support staff can connect with customers, building engagement and loyalty. <\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">7. Enhanced Accessibility<\/strong><\/li><\/ul>Make your business accessible for customers who rely on assistive technologies. Conversational artificial intelligence opens the door to groups who use language translation apps and text-to-speech dictation features. <\/p>","meta_title":"Conversational AI - What Is It & How Does It Work? | CM.com","meta_description":"Conversational AI enables computers to engage in natural-sounding text conversations with customers. Learn about Conversational AI in our Glossary","publish_date":"2021-10-11T09:09:33.000000Z","created_at":"2021-10-11T09:09:33.000000Z","updated_at":"2021-10-11T11:59:56.000000Z","deleted_at":null} {"id":4855,"group_id":57,"localisations_l10n":"en-ZA","status":"active","name":"Conversational Commerce","slug":"what-is-conversational-commerce","description":"Conversational commerce is the idea of enabling consumers to shop and communicate with brands through messaging channels, voice, and chat. Brands can implement conversational commerce using technology like chatbots, social messaging or virtual assistants.<\/p>","page":1,"title":"What is Conversational Commerce?","text":"<a href=\"\/en-za\/solutions\/conversational-commerce\/\">Conversational Commerce<\/a> is the convergence between <a href=\"\/en-za\/conversational-channels\/\">messaging apps<\/a> and <a href=\"\/payments\/\">commerce<\/a>. The term Conversational Commerce isn\u2019t all that new. Back in 2015, Uber\u2019s Chris Messina already mentioned Conversational Commerce as the \u2018intersection of messaging apps and shopping\u2019. Uber\u2019s interpretation of this was to enable their customers to find and order their Uber driver without leaving the conversation. This means integrations were made to enable conversion within the messaging channel <a href=\"\/en-za\/facebook-messenger\/\">Facebook Messenger<\/a>.<\/p><h2>How Does Conversational Commerce Works?<\/h2>The basis of Conversational Commerce would be allowing customers to contact your business through their favourite messaging channel and finish the path-to-purchase within that same channel. Each customer has his channel preference, which means you won\u2019t get away with just disclosing Facebook Messenger.<\/p><img alt=\"The Power of Conversational Commerce\" src=\"https:\/\/www.cm.com\/cdn\/web\/power-of-conversational-commerce.png\"><\/p>You need a <a href=\"\/en-za\/blog\/conversational-commerce-be-where-your-customers-are\/\">presence on all the important messaging channels<\/a>. These include -amongst others- WhatsApp, Viber, Telegram, RCS, WeChat, Apple Business Chat, Facebook Messenger and of course the always reliable SMS for those internet-scarce moments. <\/p><h2>Benefits of Conversational Commerce<\/h2>Conversational commerce simplifies the online shopping experience and shortens customer service response times. Consumers benefit from fast, personalised interactions while brands increase conversion rates and revenue. <\/p>Here are a few more ways brands and consumers can benefit from conversational commerce:<\/p><ul><li>Personalise Customer Interactions at Scale<\/strong><\/li><\/ul>By leveraging <a href=\"\/en-za\/conversational-ai-cloud\/\">advanced AI chatbots<\/a>, brands can offer one-to-one customer support without increasing headcount. For example, a customer might message your business to ask for gift ideas for someone who loves the outdoors and wants to get into camping.<\/p>Traditionally, sales associates would need to get involved to provide personalised suggestions. With conversational commerce, AI chatbots can be programmed to deliver personalised recommendations, guiding customers toward a relevant purchase faster.<\/p><ul><li>24\/7 Customer Support and Reduced Response Times<\/strong><\/li><\/ul>Today\u2019s consumers expect a quick and convenient customer service experience. 79% of consumers prefer chatting with customer support because they can get near-instant responses.<\/p>Chatbots give customers instant answers \u2014 no long hold times required. With conversational commerce, you can quickly answer questions, resolve issues, and build a reputation for stellar customer service.<\/p><ul><li>Fast, Streamlined Checkout Experience<\/strong><\/li><\/ul>Nearly 70% of online shopping carts are abandoned. Conversational commerce moves customer interactions online so you can easily resolve problems that would have otherwise stopped them from purchasing.<\/p>One of the simplest conversational commerce integrations is the Send to Messenger option from Facebook Messenger. When you activate this feature on your website, customers have the option to connect with you via Facebook Messenger on product pages and the cart page.<\/p>Most eCommerce businesses only collect customer email addresses during the checkout process, so you can\u2019t connect with shoppers who didn\u2019t complete their purchase. Through conversational commerce, you can easily follow up with customers who abandoned their online carts and answer any questions they have.<\/p><ul><li>More Convenient Shopping Experience<\/strong><\/li><\/ul>COVID-19 has pushed more brands and consumers toward online commerce. With this shift, consumer expectations for speed and convenience will continue to grow. Giving shoppers immediate answers to product-related questions makes for a more convenient and frictionless shopping experience.<\/p><h2>How to get started with Conversational Commerce<\/h2>Conversational Commerce allows you to have a natural conversation with your customer on mobile, without any technological hinder. Although conversational commerce might sound like the distant future, you can<a href=\"\/en-za\/solutions\/\"> implement it for your business today<\/a> (no coding required). CM.com can facilitate all the messaging and payment channels from one single platform.<\/p>","meta_title":"What is Conversational Commerce? | CM.com Glossary","meta_description":"Conversational Commerce is the combination of communication between companies with their customers - and online payments. Read more in our Glossary.","publish_date":"2021-10-11T09:51:36.000000Z","created_at":"2021-10-11T09:51:36.000000Z","updated_at":"2021-10-15T12:06:04.000000Z","deleted_at":null} {"id":335,"group_id":6,"localisations_l10n":"en-ZA","status":"active","name":"CPaaS","slug":null,"description":"CPaaS stands for <a href=\"\/en-za\/communications-platform\/\">Communications Platform<\/a> as a Service. It is a cloud-based delivery platform that enables businesses to add real-time Communication Channels (SMS, Voice and Conversational Channels) to their applications with the use of APIs.<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-15T12:23:26.000000Z","deleted_at":null} {"id":5650,"group_id":74,"localisations_l10n":"en-ZA","status":"active","name":"Customer Service Chatbot","slug":"what-is-customer-service-chatbot","description":"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.<\/p>","page":1,"title":"What is a customer service chatbot?","text":"Responding to customer service queries can involve a lot of repetition, with identical questions being asked time and time again. Automating the process of responding to customer service questions allows your team to use their time more effectively to deliver a better and more consistent experience for your customers.<\/p>The customer service chatbot can automatically respond to repetitive queries and even scrape your website for the information needed to answer more complex questions.<\/p>Additionally, advanced <a href=\"\/en-za\/glossary\/what-is-ai-chatbot\/\">AI chatbots<\/a> combine machine learning and Natural Language Processing (NLP) and operate on context, not just keywords. That means your chatbot can deduce intent from responses, making it seem as if the customer is speaking to a human and providing exceptional customer service.<\/p>Unlike scripted chatbots, which require updates to function more effectively, an AI chatbot can learn the correct way to respond to a question, and over time, with more interactions, your AI chatbot will become more and more effective without the need for additional coding. Effectively, every conversation is better than the last.<\/p><h2>What are the benefits of a customer service chatbot?<\/h2>Automated out-of-hours customer service means you can offer 24\/7 support, giving your team a welcome break to focus on quality interactions with your customers. It also gives your customers the peace of mind that they can access information whenever they need it without speaking to a human; something many people prefer even during office hours.<\/p><h2>How to get started with a customer service chatbot<\/h2>Whether you\u2019d prefer a <a href=\"\/en-za\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-za\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements. <\/p>","meta_title":"What is a customer service chatbot? | CM.com Glossary","meta_description":"A customer service chatbot can automatically respond to repetitive customer queries. Read more about customer service chatbots in our Glossary.","publish_date":"2022-06-17T11:04:11.000000Z","created_at":"2022-06-17T11:04:11.000000Z","updated_at":"2022-06-17T11:06:04.000000Z","deleted_at":null} {"id":4858,"group_id":69,"localisations_l10n":"en-ZA","status":"active","name":"Customer Service Software","slug":"customer-service-software","description":"<a href=\"\/en-za\/mobile-service-cloud\/\">Customer service software<\/a> 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\u2019s preferred channel.<\/p>","page":1,"title":"What is Customer Service Software?","text":"<h2 data-alignment=\"left\" style=\"text-align: left; padding-left: 0px\">How Does Customer Service Software Work?<\/h2>Customer service software provides a centralised location for all the interactions customers have with a brand. This includes email, telephone, chatbots, social media, messaging, and self-service including FAQs and knowledge bases. <\/p><img src=\"https:\/\/www.cm.com\/cdn\/web\/mobile-service-cloud-platform-legal.svg\" alt=\"mobile service cloud platform legal\"><\/p><a href=\"\/en-za\/blog\/choose-customer-service-software\/\">Depending on a company\u2019s requirements<\/a>, customer service software can be scalable to fit the needs of both the brand and its customers. In the case of smaller businesses, a shared inbox and phone line might suffice, but larger companies with a diverse user base may need to accommodate a wider variety of customer preferences. This could include offering <a href=\"\/en-za\/mobile-service-cloud\/live-chat\/\">live chat functionality<\/a>, knowledge base software, multi-lingual and multi-brand capabilities, <a href=\"\/en-za\/mobile-service-cloud\/agent-inbox\/\">inbox management<\/a>, and <a href=\"\/en-za\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbots<\/a>. <\/p><h2 data-alignment=\"left\" style=\"text-align: left; padding-left: 0px\">What Are the Benefits of Customer Service Software?<\/h2><ul><li>Improve customer experience and boost customer satisfaction<\/strong><\/p><\/li><\/ul>According to PWC, 59% of customers will leave a brand after just a couple of bad experiences. By using customer service software brands can ensure they deliver a swift, seamless, professional experience to their customers, on the channels they prefer. Customers can access the information they need, exactly when they need it, resolve queries quickly, and offer feedback. They can also be alerted to offers and added value services such as guides of video demos \u2013 all from one easily accessible, integrated platform.<\/p><ul><li>Improve business efficiencies<\/strong><\/p><\/li><\/ul>Once integrated with a CRM or <a href=\"\/en-za\/customer-data-platform\/\">CDP<\/a>, Customer Service Software users benefit from a controllable database that makes business workflows more efficient, and effective. All data and customer information are accessible from one, centralised tool so agents can access the right information more quickly, and customers can self-serve with ease. This results in <a href=\"\/en-za\/blog\/17-ways-business-messaging-enhances-your-customer-satisfaction\/\">higher levels of customer satisfaction<\/a>, improved team performance, and better use of resources. Furthermore, insights from analytics and reporting tools can highlight areas where bottlenecks are occurring, or identify other areas for improvement.<\/p><img src=\"https:\/\/www.cm.com\/cdn\/web\/data-activity-send-messages.png\" alt=\"data activity send messages\"><\/p>Businesses can create further efficiencies through process automation. This includes creating predefined email or text responses to common queries that are taken via the aforementioned <a href=\"\/en-za\/conversational-channels\/\">customer communication channels<\/a>. These templates are easily adapted to suit the agent\u2019s tone of voice or to reflect the requirements of a particular customer. <\/p><ul><li>Assign queries to the right people<\/strong><\/p><\/li><\/ul>Customer service software can be programmed so that specific queries are routed to the right agent, based on their skills, and relevancy. This approach means that queries are solved as quickly as possible, and can be prioritized, escalated, or reassigned if needed.<\/p><ul><li>Improved visibility<\/strong><\/p><\/li><\/ul>When operating in a customer service solution such as Mobile Service Cloud, businesses can monitor every interaction, including SLAs, response times, number of conversations per agent, and much more. This enables CX leaders to <a href=\"\/en-za\/downloads\/customer-service-kpis\/\">set KPIs<\/a> that will help agents and teams work more efficiently and effectively and continue to boost that all-important customer satisfaction.<\/p><img src=\"https:\/\/www.cm.com\/cdn\/web\/mobile-service-cloud-ecommerce-retail.png\" alt=\"mobile service cloud ecommerce retail\"><\/p><ul><li>Optimised customer service provision, from anywhere in the world<\/strong><\/p><\/li><\/ul>Using customer service software enables brands to operate swift, responsive, and accurate customer service 24\/7\/365, from any location, and on a variety of devices. Businesses can build and manage a self-serve portal enabling customers to sign in at any time, access account or product information, search the knowledge base, and request a follow-up call in just a few clicks. They can also use a scripted chatbot for common queries. While not a key driver of customer satisfaction, chatbots are a useful tool for swift query resolution, and many users find them easier to search and navigate than knowledge bases.<\/p><ul><li>Scalable to suit the changing needs of your business<\/strong><\/p><\/li><\/ul>Ambitious businesses grow and change over time. The best customer service software can scale as your business and the needs of your customers evolve. This could mean adding SMS messaging or social media response, new payment methods, <a href=\"\/en-za\/blog\/voicebots-for-customer-service\/\">or voicebots<\/a>. Whatever tools it takes to help your business thrive and keep your customers coming back for more.<\/p>","meta_title":"What is Customer Service Software? | CM.com","meta_description":"Customer service software is a program or platform to manage all service interactions with your customers. Discover the full explanation + 6 benefits.","publish_date":"2021-10-11T09:58:05.000000Z","created_at":"2021-10-11T09:58:05.000000Z","updated_at":"2023-01-11T13:43:38.000000Z","deleted_at":null} {"id":339,"group_id":10,"localisations_l10n":"en-ZA","status":"active","name":"Dedicated shortcode","slug":null,"description":"A dedicated <a href=\"\/en-za\/two-way-messaging\/\">short code<\/a> is used to enable companies to send messages with a specific short code dedicated only for their business and enabling response for the end user to that same number (Sender ID).<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-11T10:30:09.000000Z","deleted_at":null} {"id":4876,"group_id":56,"localisations_l10n":"en-ZA","status":"active","name":"Digital Signature","slug":"what-is-digital-signature","description":"A <a href=\"\/en-za\/sign\/\">digital signature<\/a> 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.<\/p>","page":1,"title":"What is a Digital Signature?","text":"A digital signature is a technology that proves the authenticity of a document. Digital signatures require a digital certificate from a certificate authority to vet a user's identity. The certificate is bound by cryptography to the signed document, creating a unique digital fingerprint. <\/p><img alt=\"legal signature\" src=\"https:\/\/www.cm.com\/cdn\/web\/legal-signature.svg\"><\/p>Digital signatures also embed a public key infrastructure (PKI) into the signing process. PKIs generate two keys\u2014 one public and one private \u2014 to identify the signer and the entity requesting the signature. Both the digital certificate and PKI provide stringent identification and security for sensitive legal documents.<\/p><h2>What Is The Difference Between Digital Signature and Electronic Signature?<\/h2><a href=\"\/glossary\/what-is-electronic-signature\/\">Electronic signatures<\/a> are digital symbols that a signer applies to a contract while digital signatures use encryption methods to authenticate digital documents. While <a href=\"\/en-za\/blog\/electronic-signature-vs-digital-signature\/\">both signatures<\/a> are legally binding, <a href=\"\/en-za\/sign\/\">electronic signatures replace traditional signatures<\/a>.<\/p>Digital Signatures:<\/strong><\/p><ul><li>Use sophisticated certificate-based identification methods<\/li><li>Secure document integrity<\/li><li>Are not equivalent to a handwritten signature<\/li><li>Use encryption to verify the validity of signed documents<\/li><li>Require third-party verification<\/li><\/ul>Electronic Signatures:<\/strong><\/p><ul><li>Use standard methods (employee ID, email, or multi-factor authentication) to authenticate a signer\u2019s identity<\/li><li>Verify document authenticity<\/li><li>Are equivalent to a handwritten signature<\/li><li>Use audit trails to validate signed documents<\/li><li>Are easy to apply via electronic signature apps<\/li><\/ul><a href=\"\/sign\/\"><img alt=\"sign platform\" src=\"https:\/\/www.cm.com\/cdn\/web\/sign-platform.svg\"><\/a><\/p><h2>How do you create an electronic signature?<\/h2>Our <a href=\"\/en-za\/sign\/\">Sign<\/a> electric signature solution allows you to complete contracts, agreements, and documents fast and secure without unnecessary printing and scanning.<\/p>","meta_title":"Digital Signature Explained - What Is It? | CM.com Glossary","meta_description":"A digital signature guarantees that an electronic document is authentic. Read more about how to use digital signatures in our Glossary.","publish_date":"2021-10-14T06:38:39.000000Z","created_at":"2021-10-14T06:38:39.000000Z","updated_at":"2021-10-19T08:21:50.000000Z","deleted_at":null} {"id":340,"group_id":11,"localisations_l10n":"en-ZA","status":"active","name":"Direct Dial In (DDI)","slug":null,"description":"Direct Inward Dialing (DID) or Direct Dial In (DDI) is a service of a local phone company or local exchange carrier that provides a block of telephone numbers for calling into a company\u2019s private branch (PBX) or IP telephony system. Using DDI, a company can offer its customers individual phone numbers for each individual or workstation within the company without requiring a physical line into the PBX for each possible connection. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":337,"group_id":8,"localisations_l10n":"en-ZA","status":"active","name":"DLR","slug":null,"description":"A DLR refers to a status of a sent message. Once the message has been received (or not) within the 48-hour retry range, the sender (company or aggregator) receives a Delivery Status Report with detailed information about the processed message.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":338,"group_id":9,"localisations_l10n":"en-ZA","status":"active","name":"DTMF tones ","slug":null,"description":"Dual Tone Multi Frequency is a method often used in IVR systems to choose menu items or enter codes. DTMF is widely used for telecommunication signalling over analog telephone lines in voice-frequency bands, and is used in push-button telephones for tone dialling.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":4888,"group_id":62,"localisations_l10n":"en-ZA","status":"active","name":"Electronic Signature","slug":"what-is-electronic-signature","description":"An <a href=\"\/en-za\/sign\/electronic-signatures\/\">electronic signature<\/a>, also known as an e-signature, is a digital version of the paper-based method of signing signatures. It allows a person to electronically add a signature to a digital contract or document, thereby removing the need for ink and paper.<\/p>","page":1,"title":"What Is An Electronic Signature?","text":"It allows a person to electronically add a signature to a digital contract or document within a secure setting. <\/p>E-signatures have been officially defined by the EU regulations on e-signatures (eIDAS) as \u201cdata in electronic form - attached to or associated with - other data in electronic form and used by the signatory to sign<\/em>\u201d.  <\/p><h2>Why Use Electronic Signatures?<\/h2>There are many reasons why e-signatures might be used in place of their traditional, handwritten counterparts. The <a href=\"\/en-za\/blog\/benefits-of-electronic-signature-software\/\">key benefit is speed<\/a>. By removing physical logistics in paper methods, doing business using e-signatures is made much easier, especially when required across international waters. <\/p><video muted=\"true\" oncanplay=\"this.muted=true; this.play();\" playsinline=\"true\" autoplay=\"true\" player-source=\"https:\/\/www.cm.com\/cdn\/web\/sign-digital-signature-animated.mp4\" loop=\"1\"><source src=\"https:\/\/www.cm.com\/cdn\/web\/sign-digital-signature-animated.mp4\" type=\"video\/mp4\"><\/video>Not only does it streamline the document signing process, making it easier to access from databases and the cloud, but it helps save on costs, breathing efficiency into tasks like long-winded audit trails. <\/p>Essentially, automating the validation and archiving of signed documents will save a lot of time and money. It\u2019s also very environmentally friendly as with every electronic signature you sign in place of physically putting pen to paper, you reduce your ecological footprint. <\/p><h2>E-signatures Vs Digital Signatures <\/h2>The term \u201ce-signature\u201d is often used as a synonym for \u201cdigital signatures\u201d but in fact, the two shouldn\u2019t be used interchangeably as <a href=\"\/en-za\/blog\/electronic-signature-vs-digital-signature\/\">their meanings are not equal<\/a>.<\/p>The easiest way to distinguish between electronic and <a href=\"\/en-za\/glossary\/what-is-digital-signature\/\">digital signatures<\/a> is to know that the latter can be used in other contexts than signing a document, such as SSL certificates and cookies for ad-tracking. <\/p><img alt=\"legal signature\" src=\"https:\/\/www.cm.com\/cdn\/web\/legal-signature.svg\">This is because digital signatures embed an encrypted digital code into the signing process to verify that it was created by a known source and has not been altered. This is called a Personal Key Infrastructure or \u201cPKI\u201d and guarantees that an electronic document is authentic by identifying both the requesting party and the party providing a signature. By generating two keys (one private and one public) the PKI technology uniquely identifies the person who is signing. However, both parties involved in this process must have a digital certificate registered from an issuing certificate authority as this links the signature to its owner.  <\/p><blockquote>While digital signature and electronic signature are both equally capable of capturing legal signatures and identifying signees, it is the above process of identification within digital signatories that differentiates it from electronic signatures. Especially since many consumers do not have a digital signature certificate. <\/blockquote>At CM.com, we use the term electronic signature as that is the specific form of a digital signature we offer. However, we use \u201cdigital signature\u201d as an umbrella term in the context of signing a document.<\/p><img alt=\"sign platform\" src=\"https:\/\/www.cm.com\/cdn\/web\/sign-platform.svg\"><\/p>Our <a href=\"\/en-za\/sign\/\">Sign<\/a> electric signature solution allows you to complete contracts, agreements, and documents fast and secure without unnecessary printing and scanning.<\/p>","meta_title":"Electronic Signature - What Is It & Why Use It? | CM.com Glossary","meta_description":"An electronic signature is a digital version of the paper-based method of signing signatures. Read more about electronic signing in our Glossary.","publish_date":"2021-10-14T13:36:51.000000Z","created_at":"2021-10-14T13:36:51.000000Z","updated_at":"2022-01-11T20:13:57.000000Z","deleted_at":null} {"id":343,"group_id":14,"localisations_l10n":"en-ZA","status":"active","name":"Email Campaigns","slug":"email-campaigns","description":"Within the <a href=\"\/en-za\/mobile-marketing-cloud\/\">Mobile Marketing Cloud<\/a>, you'll find CM.com's Email Campaigns tool: the perfect tool to create and personalise newsletters and transactional email campaigns. A\/B-test email campaigns and send email campaigns in bulk.<\/p>","page":1,"title":"What is Email Marketing?","text":"Email marketing is a series of marketing activities that reach a large number of people at the same time via email. Email campaigns are meant to reach out to subscribers at the most appropriate moment, while also providing excellent information and relevant offers. You may create strong and trusted relationships with your consumers by using email marketing.<\/p>Email marketing is sometimes dismissed as \u2018spamming\u2019 people. But if you are sending valuable content, at the right time, to people who have opted into your mailing list, then it shouldn\u2019t be considered spam<\/p>Design, <a href=\"\/en-za\/blog\/why-you-should-automate-your-mobile-marketing\/\">automate<\/a>, and analyse your marketing and transactional email campaigns with personalised emails that convert.<\/p><h2>How to create and send email campaigns?<\/strong><\/h2>With the Mobile Marketing Cloud's automation tools, you can automate important moments in your customer's journey: from welcome programs and transactional emails to automated lead nurturing campaigns so you can focus on strategy and optimisation.<\/p>-Design <a href=\"\/en-za\/blog\/a-b-testing-emails\/\">A\/B testing campaigns<\/a> via a simple, code-less editor.<\/p>-Work efficiently and save time with segments and workflows.<\/p>-Identify channels for users that make campaigns customer-centric.<\/p><h2>Measure Your Success and Optimise<\/strong><\/h2>Get a comprehensive overview of the performance of your email campaigns and automation. Track unique and total open rates, click-through rates, bounce rates, forwards and for example, unsubscribes. Know what works and make the most of your data.<\/p><a href=\"\/en-za\/downloads\/email-deliverability-guide\/\">Deliverability<\/a> is a vital part of every successful email marketing campaign. It is an essential email metric that cannot be ignored.<\/p>","meta_title":"Email Marketing and How Does it Work?","meta_description":"Email campaigns are meant to reach out to subscribers at the most appropriate moment, while also providing excellent information and relevant offers.","publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-19T08:36:20.000000Z","deleted_at":null} {"id":342,"group_id":13,"localisations_l10n":"en-ZA","status":"active","name":"ESMEs","slug":null,"description":"External Short Messaging Entities or ESMEs are external applications that connect to an SMS service for sending and receiving<a href=\"\/en-za\/sms\/\"> SMS<\/a> messages. Examples of ESME\u2019s are voting systems or automated marketing messages.<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-14T09:57:25.000000Z","deleted_at":null} {"id":344,"group_id":15,"localisations_l10n":"en-ZA","status":"active","name":"Fake DLR\u2019s","slug":null,"description":"Fake DLR\u2019s are a known problem amongst aggregators. In a fake DLR, the supplier of a connection falsely reports a successful delivery to an end-user device. This results in loss of money, because companies pay for messages that are never delivered on a handset. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":5641,"group_id":76,"localisations_l10n":"en-ZA","status":"active","name":"FAQ Chatbot","slug":"what-is-faq-chatbot","description":"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.<\/p>","page":1,"title":"What is a FAQ chatbot?","text":"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. <\/p>FAQ chatbots are effective because they allow customers to get rapid access to the information they need without having to scroll through pages and pages of FAQs. Not only do they allow customers to self-serve and access answers to their questions without the need for human interaction, they also mean you can offer 24\/7 customer service without the need to increase your staffing overheads. <\/p>FAQ chatbots can take the form of either an AI or scripted chatbot, although scripted chatbots are more common in customer support and marketing settings. Scripted chatbots can carry out simple conversations with customers based on a predefined script. When a user sends a customer service query, the chatbot can reply with a predefined answer based on its script programming. As with other types of chatbot, the FAQ chatbot can escalate a query to a human agent if it\u2019s unable to resolve it to the customer\u2019s satisfaction.<\/p>More advanced AI chatbots can determine the answers to more complex questions based on the format of the question and information held within your organisation.<\/p><h2>What are the benefits of a FAQ chatbot?<\/h2>FAQ chatbots save customers valuable time, ensuring they\u2019re not on hold for hours on end or spending large chunks of their day trawling through reams of FAQ pages. Allowing your customers to self-serve has two major benefits:<\/p>It means your customer service team can focus on providing quality customer care, rather than dealing with repetitive queries and means they can take time off out-of-hours.<\/p>Customers can get the information they need with minimal effort and without needing to speak to a customer service agent, which some people can find intimidating. <\/p><h2>How to get started with a FAQ chatbot<\/h2>Whether you\u2019d prefer a <a href=\"\/en-za\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-za\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements.<\/p>","meta_title":"What is a FAQ chatbot? | CM.com Glossary","meta_description":"An FAQ chatbot can be used to automate answers to the more common customer questions. Read more about FAQ chatbots in our Glossary.","publish_date":"2022-06-17T10:21:57.000000Z","created_at":"2022-06-17T10:21:57.000000Z","updated_at":"2022-06-17T10:23:15.000000Z","deleted_at":null} {"id":345,"group_id":16,"localisations_l10n":"en-ZA","status":"active","name":"GDPR","slug":null,"description":"The General Data Protection Regulation is a EU-regulation that prescribes what precautionary measures companies must take to protect citizens from privacy and data breaches, including how to handle breach notifications. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":347,"group_id":18,"localisations_l10n":"en-ZA","status":"active","name":"HLR","slug":null,"description":"Home Location Register (HLR) is an MNO database containing all information related to a mobile subscriber\u2019s device. CM uses HLR for its Number Lookup feature, allowing you to verify number information and prevent fraud.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":348,"group_id":19,"localisations_l10n":"en-ZA","status":"active","name":"Hybrid (Hybrid Messaging)","slug":null,"description":"Hybrid messaging enables you to send push messages with SMS as fall-back. Mobile messages will be sent via the cost-effective push messaging. If the receiver doesn\u2019t have your app installed or is offline, the message is sent via SMS. This way you\u2019ll realise the highest reach at the lowest cost. If you don't have your own app, you can use CM's Notifire app. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":349,"group_id":20,"localisations_l10n":"en-ZA","status":"active","name":"IMSI","slug":null,"description":"International mobile subscriber identity, unique for every SIM card. The IMSI code is related to one SIM card, so even if the phone number is used again by another user, the sim card will be printed again and with that it will receive a new IMSI Code.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":5647,"group_id":75,"localisations_l10n":"en-ZA","status":"active","name":"Internal Knowledge Base Chatbot","slug":"what-is-internal-knowledge-base-chatbot","description":"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.<\/p>","page":1,"title":"What is an internal knowledge base chatbot?","text":"An internal knowledge base chatbot allows you to hold a vast amount of internal company information in one place for your customer service team to access. One of the prime benefits of an internal knowledge base chatbot is that it can fast track new employee training and allow new starters to become more effective more quickly. The knock-on effect of that is it frees up more experienced staff to focus on quality customer care rather than line management and training. <\/p>But internal knowledge base chatbots are not only for new starters, experienced colleagues can benefit from the depth of information they provide. It's virtually impossible for one employee to hold all of the information at all times that they need to do their job, so an internal knowledge base chatbot is a useful reference tool. <\/p>Knowledge leaving your business is also a concern, particularly in high-churn environments such as customer service. An FAQ chatbot solves the issue of knowledge retention by keeping vital information at the fingertips of all team members.<\/p><h2>What are the benefits of an internal knowledge base chatbot?<\/h2>A knowledge base chatbot can <a href=\"\/en-za\/about-cm\/our-customers\/vivid\/\">support employees in ways humans can\u2019t<\/a>, giving them the information they need to do their job effectively from day one. The chatbot not only boosts efficiency for the new starters and experienced employees alike, it also saves line managers time and energy directing their teams to the correct responses. With teams able to solve their own issues, the chatbot helps to boost confidence, self-worth and morale within the team.<\/p><h2>How to get started with an internal knowledge base chatbot<\/h2>Whether you\u2019d prefer a <a href=\"\/en-za\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-za\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to launch your own internal knowledge base chatbot.  <\/p>","meta_title":"What is an internal knowledge base chatbot? | CM.com Glossary","meta_description":"An internal knowledge base chatbot allows you to hold information in one place. Read more about internal knowledge base chatbots in our Glossary.","publish_date":"2022-06-17T10:27:09.000000Z","created_at":"2022-06-17T10:27:09.000000Z","updated_at":"2022-06-17T10:28:13.000000Z","deleted_at":null} {"id":350,"group_id":21,"localisations_l10n":"en-ZA","status":"active","name":"JSON","slug":null,"description":"JavaScript Object Notation is one of the programming languages.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":5653,"group_id":77,"localisations_l10n":"en-ZA","status":"active","name":"Live Event Chatbot","slug":"what-is-live-event-chatbot","description":"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.<\/p>","page":1,"title":"What is a live event chatbot?","text":"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, giving agents more time to respond to complex questions or issues. The chatbot can deal with the whole experience, only handing off to customer service agents when a query is escalated to a level the chatbot can no longer manage.<\/p>As well as automatically responding to frequently asked questions, an AI-powered chatbot can scrape your website for detailed information in order to answer broader questions. Over time, artificial intelligence chatbots can create their own answers to questions, creating a more conversational experience for consumers. <\/p><h2>What are the benefits of a live event chatbot?<\/h2>Making it easy for customers to find the event information they need saves them time and creates an enjoyable, stress-free experience for them. Not only that, saving time for your customers will also save time for your customer service team. Creating a seamless customer experience also benefits your event in the long-term, creating positive sentiment and encouraging repeat business. <\/p><h2>How to get started with a live event chatbot<\/h2>Whether you\u2019d prefer a <a href=\"\/en-za\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-za\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements at live events.<\/p>","meta_title":"What is a live event chatbot? | CM.com Glossary","meta_description":"A live event chatbot allows customers to get quick answers before, during and after events. Read more about live events chatbots in our Glossary.","publish_date":"2022-06-17T11:09:08.000000Z","created_at":"2022-06-17T11:09:08.000000Z","updated_at":"2022-06-17T11:09:54.000000Z","deleted_at":null} {"id":351,"group_id":22,"localisations_l10n":"en-ZA","status":"active","name":"Long Code (Long Number)","slug":"long-code","description":"Long code stands for a regular MSISDN number virtualised and enabled for usage in <a href=\"\/en-za\/two-way-messaging\/\">Two-way messaging<\/a>. So, you have a regular number that is linked to a system that can be used for interactions with the end-users. These can be dedicated or shared the way Uber does.<\/p>","page":1,"title":"What is a Long Code or Long Number?","text":"Unlike Short Codes, the biggest differentiator of a Long Number is the ability to use it for communicating internationally. Whereas Short Codes are limited to domestic\/national communications via messaging.<\/p>Long Numbers are typically 10+ digits long and are much more challenging to memorise\/recognise than shortcodes. However, long numbers still provide brands with increased visibility and reputation in other ways:<\/p><ol><li>Long numbers are more realistic and engaging to recipients who evaluate the validity of a business message vs. shortcode numbers that often get associated with automation.<\/li><li>Users are more likely to reach and engage with a Long Number as they are standard length phone numbers and appear more credible and humanised\/personal.<\/li><\/ol><h2>Who Uses Long Codes?<\/h2>Long numbers enable businesses to own their own unique number, unlike shortcodes which are commonly purchased as a shared short code vs dedicated short code, which is used among many other businesses.<\/p>Long numbers provide businesses throughout a vast range of different sectors and industries to collect and generate large volumes of mobile-originated (MO) <a href=\"\/en-za\/sms\/\">SMS<\/a> text messages from subscribers, including wireless application service providers, mobile virtual network operators, mobile virtual network enablers, SMS aggregators, e-sellers, advertising agencies, media channels, and mobile infrastructure providers.<\/p><h2>When To Use A Long Code or Long Number?<\/h2><ul><li>Competitions & Voting<\/li><li>Product & Service Feedback<\/li><li>Campaigns & Promotions<\/li><li>Global Company Availability<\/li><li>International Events Updates & Alerts<\/li><li>Reception Channel for SMS Messages for Business to Consumer Conversations<\/li><li>Direct Response\/Reply Channel<\/li><li>2-way communications businesses and suppliers<\/li><li>SMS-to-email applications<\/li><li>SMS multi-party chat services<\/li><li>Dedicated Channel for Mass Mail Campaigns<\/li><li>Promotional Activities<\/li><li>and much more!<\/li><\/ul><h2>What are the Benefits of Using A Long Number?<\/h2>Long codes are meant for person-to-person communications and can send only 1 message per second. Long codes have content restrictions that allow carriers to block traffic. Long codes are strictly intended for person-to-person interaction.<\/p>Another benefit and feature of a long code is that they offer the same abilities as any 10-digit phone number:<\/p><ol><li>Send and receive SMS text messages<\/li><li>and both inbound and outbound <a href=\"\/en-za\/voice\/\">voice\/calling<\/a>.<\/li><\/ol>Alternatively, Long Numbers help your business to scale and expand reach to people no matter where they are. A Long Number is the only type of text messaging code that allows your business to send and receive messages around the world, whether it's to a few different countries or internationally.<\/p>Short codes, on the other hand, do not have the capability of inbound or outbound calling. Instead, short codes are more advantageous as they are designed and intended to use when your text messaging campaign requires a high volume of messages that get sent and received daily.<\/p><h2>How To Obtain A Long Number?<\/h2>CM.com has direct connections to hundreds of networks worldwide. Our vast global reach helps us get the most competitive pricing in the short code marketplace for our customers. <\/p><a href=\"\/en-za\/register\/\">Create a free platform account and easily request your Number in our Dashboard.<\/a><\/p>","meta_title":"What is a Long Code and How Should You Use it? | CM.com Glossary","meta_description":"A Long Code is a standard-length virtual phone number that can be used to send and receive SMS and MMS messages or to make and receive voice calls.","publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-15T07:27:10.000000Z","deleted_at":null} {"id":356,"group_id":27,"localisations_l10n":"en-ZA","status":"active","name":"Mail SMS","slug":null,"description":"An easy to implement messaging solution with which you can send out <a href=\"\/en-za\/sms\/\">SMS<\/a> messages from your email account.<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-14T09:56:13.000000Z","deleted_at":null} {"id":4882,"group_id":68,"localisations_l10n":"en-ZA","status":"active","name":"Marketing Automation","slug":"what-is-marketing-automation","description":"Marketing automation refers to the use of software and technology to automate and enhance marketing activities, such as <a href=\"\/en-za\/email-campaigns\/\">email campaigns<\/a>, <a href=\"\/en-za\/campaigns\/\">SMS campaigns<\/a>, social media ad campaigns, chatbot conversations, tracking, <a href=\"\/en-za\/blog\/a-b-testing-emails\/\">A\/B testing<\/a>, and more.<\/p>","page":1,"title":"What is Marketing Automation?","text":"How many brands already use marketing automation to drive their success? <a href=\"https:\/\/findstack.com\/marketing-automation-statistics\/\" target=\"_blank\" rel=\"noopener\">51% of companies<\/a> currently use marketing automation, while 58% of B2B companies plan to adopt it. In addition, <a href=\"https:\/\/neilpatel.com\/\" target=\"_blank\" rel=\"noopener\">Neil Patel<\/a> notes that by 2023, the industry will be worth 25 billion dollars. <\/p><h2>Marketing Automation in Action <\/h2>Marketing automation software allows you to <a href=\"\/en-za\/blog\/automate-marketing-activities-workflows\/\">successfully execute your marketing strategies<\/a> while you focus on more complex tasks. As an example, you can use marketing automation technology to trigger a pre-written abandoned cart email after a visitor exits your site with a full cart. <\/p><img alt=\"marketing notification\" src=\"https:\/\/www.cm.com\/cdn\/web\/marketing-notification.png\"><\/p>When you use marketing automation software in this way, you can tap into behavioural data to make sure that your leads and customers get the messages they need based on their current stage in the marketing funnel. In the case of a cart abandonment email, you don\u2019t need to be there to jump in to send across an email just as they exit your site. <\/p><h2>What Are the Benefits of Marketing Automation? <\/h2>There are several benefits to automating your everyday marketing processes, including: <\/p><ul><li>Save time:<\/strong> you no longer have to spend hours of your day manually sending emails, updating social, and racing to meet your response-time targets by instantly replying to customers on live chat. By automating the more dull and repetitive marketing tasks, you can focus on a higher-level strategy \u2013 something that most marketers find a lot more rewarding. <\/li><li>Meet lead and customer needs 24\/7:<\/strong> there are only so many hours in the working day, you can\u2019t always be there to immediately respond to customers or nurture leads and customers as and when you need to. You can use marketing automation software to craft trigger-based messages to ensure you engage leads at the right time. For example, you can trigger an exit-intent popup that offers a personalised discount to visitors about to leave your site without buying. <\/li><li>Get deeper insights into your prospects and customers: <\/strong>from bounce rates to <a href=\"\/blog\/skyrocket-email-open-rates\/\">open rates<\/a>, <a href=\"\/en-za\/mobile-marketing-cloud\/marketing-automation\/\">marketing automation software<\/a> allows you to closely track people across the entire customer journey. This gives you a detailed picture of who they are, their level of intent and stage of awareness, their site and purchase activity, and the kinds of content, channels, and campaigns they respond best to. You can use this knowledge to create more targeted and personalized marketing messages and initiatives in the future. <\/li><li>Generate a higher return on investment:<\/strong> with data-driven insights into your customers, there\u2019s a lot less guesswork involved in creating effective marketing campaigns that boost your revenue and ROI. <\/li><\/ul><h2>How Marketing Automation Works?<\/h2>Marketing automation allows you to save time ordinarily spent on repetitive marketing tasks, gain deeper insights into your customers to create more effective marketing campaigns, and command a greater ROI in your marketing initiatives. <\/p><img alt=\"data activity send messages\" src=\"https:\/\/www.cm.com\/cdn\/web\/data-activity-send-messages.png\"><\/p>Start seeing similar results with CM.com\u2019s Mobile Marketing Cloud for Marketing Automation. Currently, <a href=\"https:\/\/www.broadbandsearch.net\/blog\/mobile-desktop-internet-usage-statistics\" target=\"_blank\" rel=\"noopener\">56% of all web traffic<\/a> comes from mobile phones. With the marketing automation abilities of Mobile Marketing Cloud, you can unlock and centralise data on leads and customers and create personalised, <a href=\"\/en-za\/mobile-marketing-cloud\/omnichannel\/\">omnichannel marketing campaigns<\/a> that target your customers across their favourite mobile channels.<\/p>","meta_title":"Marketing Automation - What Is It and What Are the Benefits?","meta_description":"Marketing automation refers to the use of software and technology to automate and enhance marketing activities. Read more about it in our glossary.","publish_date":"2021-10-14T10:04:00.000000Z","created_at":"2021-10-14T10:04:00.000000Z","updated_at":"2021-10-14T10:31:08.000000Z","deleted_at":null} {"id":352,"group_id":23,"localisations_l10n":"en-ZA","status":"active","name":"MCCMNC","slug":null,"description":"The dedicated code with which particular mobile operators are identified. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":353,"group_id":24,"localisations_l10n":"en-ZA","status":"active","name":"MNO","slug":null,"description":"Mobile Network Operators such as Vodafone, China Mobile and Airtel. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":354,"group_id":25,"localisations_l10n":"en-ZA","status":"active","name":"MNP","slug":null,"description":"MNP stands for Mobile number portability. A phone number registered on one network, moves the same number service to another Network (T-mobile to Vodafone NL). During the transferring process, the end user gets a new SIM card printed containing an IMSI code from the new network, which helps Telco companies do proper routing for traffic in voice, SMS, etc.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":4885,"group_id":59,"localisations_l10n":"en-ZA","status":"active","name":"Mobile Commerce","slug":"what-is-mobile-commerce","description":"Mobile commerce (also known as eCommerce or m-commerce) refers to shopping, banking, or making payments online through mobile devices like smartphones or tablets. Mobile commerce is the new form of eCommerce (electronic commerce), which refers to sales transactions conducted online via the internet.<\/p>","page":1,"title":"What is Mobile Commerce?","text":"<h2>Why Use Mobile Commerce?<\/h2>Once retailers and industries started marketing online, mobile devices' widespread use demanded that mobile-friendly transactions be possible anytime and anywhere. As consumers became more attached to their smart devices and more comfortable shopping online, it was only a matter of time before mobile commerce growth reflected these trends in consumer behaviour.<\/p>Mobile commerce is on the rise, and businesses worldwide are embracing it to boost sales and reach customers where they're most active and engaged. <\/p><img alt=\"mobile payment methods\" src=\"https:\/\/www.cm.com\/cdn\/web\/mobile-payment-methods.png\"><\/p><h2>Types of Mobile Commerce<\/h2>Let\u2019s review the three types of mobile commerce: <\/p><ol><li>Mobile shopping<\/li><li>Mobile payments<\/li><li>Mobile banking<\/li><\/ol>1. Mobile Shopping<\/strong><\/p>Shopping is probably the first thing that comes to mind when you think of mobile commerce. Mobile shopping is eCommerce shopping from your mobile device. <\/p>Companies that succeed in mobile shopping focus on mobile-friendly websites with lightning-fast page speed and image load time. They feature responsive designs that adapt to various screen sizes and resolutions for the best customer experience.<\/p>In addition to eCommerce websites, mobile shopping is now possible through dedicated apps and social media platforms like Instagram, Pinterest, Facebook, and Twitter. The rise of social media influencers has also contributed to the popularity of shopping through social media platforms.<\/p>2. Mobile Payments<\/strong><\/p>Mobile payments include any money transaction made via a mobile device. Mobile payments allow people to make purchases and transfer money conveniently using a credit or debit card linked to their mobile phones. Mobile wallets closed-loop mobile payments, and money transfer apps are three common types of mobile payments.<\/p><img alt=\"payment links\" src=\"https:\/\/www.cm.com\/cdn\/web\/payment-links.svg\"><\/p>Mobile Wallets<\/u><\/p>A mobile wallet is like a digital wallet that allows you to make purchases on your mobile device without using cash or swiping a credit card. A mobile wallet app safely stores your credit and debit card information, and purchases are authenticated via a PIN or touch ID.<\/p>Closed-Loop Mobile Payments<\/u><\/p>Closed-loop mobile payments resemble mobile wallets, but use a dedicated mobile app to link to a single brand or store. Credit cards like American Express, Mastercard, and Visa, which are accepted at various retailers, are called open-loop cards.<\/p>Money Transfer Apps<\/u><\/p>Money transfer apps allow you to send and receive money via your mobile device. Users link their bank accounts or debit cards directly to the app. Financial transactions happen between users, with bank information remaining transparent. <\/p>3. Mobile Banking<\/strong><\/p>Mobile banking enables you to make bank or financial transactions on a mobile device. Mobile banking apps allow you to pay bills, transfer money between accounts, send money, or even deposit checks remotely. <\/p>Most routine transactions can be accomplished quickly, sometimes with the use of messaging apps and conversational chatbots. Banks can use mobile banking apps to alert customers to suspicious activity via text, short-circuiting fraudulent behaviour, and identity theft attempts.<\/p><h2>Advantages of Mobile Commerce<\/h2><ul><li>Offer 24\/7 Convenience<\/strong><\/li><\/ul>Customers can shop anytime and from anywhere. With mobile commerce, your online store never closes. The rise of <a href=\"\/en-za\/conversational-ai-cloud\/\">conversational chatbots<\/a> means brands can engage in conversations with customers at any time, even when the business is not online. <\/p><ul><li>Speed Customers to Checkout<\/strong><\/li><\/ul>mCommerce sites often load faster than standard eCommerce sites due to mobile optimisation measures, increasing conversions, and speeding customers through the checkout process. You can also easily add calls to action and \u201cBuy Now\u201d buttons on all your <a href=\"\/en-za\/conversational-channels\/\">various mobile channels<\/a> to entice customers to buy with a single click.<\/p><ul><li>Personalise Your Customer Experience <\/strong><\/li><\/ul>Through location tracking and <a href=\"\/glossary\/what-is-push-notification\/\">personalised push notifications<\/a>, brands can send curated offers and discounts to customers based on their location, purchase history, or mobile interactions. Of people who open a <a href=\"\/en-za\/push\/\">push notification<\/a>, 54% of users convert from segmented notifications, while only 15% convert from generalised broadcast messages. <\/p><ul><li>Keep Customers Informed<\/strong><\/li><\/ul>Email isn\u2019t always the most effective way to reach customers. Mobile commerce lets you leverage popular chat apps like Facebook Messenger, Apple Business Chat, and WhatsApp Business to engage in one-on-one conversations with customers. <a href=\"\/en-za\/conversational-channels\/\">Mobile messaging<\/a> enables you to send notifications directly to mobile devices, promote products and services, and facilitate the entire transaction process without interruption.<\/p><img alt=\"messaging channels\" src=\"https:\/\/www.cm.com\/cdn\/web\/blog\/content\/omni-channel.png\"><\/p><ul><li>Embrace Omnichannel Marketing<\/strong><\/li><\/ul>Does your business sell online and offline? If you sell on your website in addition to selling on Amazon, social media, and in brick-and-mortar stores, omnichannel marketing opportunities abound. Mobile commerce capitalizes on SMS messaging, push notifications, social media, and more to reach your customers wherever they are spending their time.<\/p>With an <a href=\"\/en-za\/mobile-marketing-cloud\/omnichannel\/\">omnichannel marketing strategy<\/a>, users can flow effortlessly from a chat conversation to browsing products to checking out - all without leaving their phone screen. <\/p>","meta_title":"What is Mobile Commerce? | CM.com Glossary","meta_description":"Mobile commerce is the new form of eCommerce and refers to sales transactions through mobile devices. Read more about Mobile Commerce in our Glossary.","publish_date":"2021-10-14T10:35:31.000000Z","created_at":"2021-10-14T10:35:31.000000Z","updated_at":"2021-10-14T10:43:45.000000Z","deleted_at":null} {"id":4870,"group_id":61,"localisations_l10n":"en-ZA","status":"active","name":"Mobile Marketing Cloud","slug":null,"description":"CM.com's <a href=\"\/en-za\/mobile-marketing-cloud\/\">Mobile Marketing Cloud<\/a> is an omnichannel customer engagement solution build for B2C marketers. It's the only solution that includes all mobile messaging channels like WhatsApp. This empowers marketers to create superior customer experiences that increase conversion rates and sales.<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-10-12T10:33:16.000000Z","created_at":"2021-10-12T10:33:16.000000Z","updated_at":"2021-10-15T13:02:10.000000Z","deleted_at":null} {"id":357,"group_id":28,"localisations_l10n":"en-ZA","status":"active","name":"Mobile Originated (MO)","slug":null,"description":"Mobile communication where the message is sent from an end user to an application.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":358,"group_id":29,"localisations_l10n":"en-ZA","status":"active","name":"Mobile Terminated (MT)","slug":null,"description":"Mobile communications where the message is sent from an application to an end user.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":355,"group_id":26,"localisations_l10n":"en-ZA","status":"active","name":"MSISDN","slug":null,"description":"The Mobile Station International Subscriber Directory Number is a number used to identify mobile subscribers, and maps the mobile telephone number to a SIM card in a mobile phone. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":359,"group_id":30,"localisations_l10n":"en-ZA","status":"active","name":"Number Verifier","slug":null,"description":"An HLR based solution to help you optimise routing, to clean up a database of numbers for improved accuracy or to prevent ATM card cloning fraud.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":360,"group_id":31,"localisations_l10n":"en-ZA","status":"active","name":"Numeric Sender ID","slug":null,"description":"These sender IDs consist of solely numeric characters. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":4897,"group_id":63,"localisations_l10n":"en-ZA","status":"active","name":"Omnichannel Marketing","slug":"what-is-omnichannel-marketing","description":"<a href=\"\/en-za\/mobile-marketing-cloud\/omnichannel\/\">Omnichannel marketing<\/a> is the integration and cooperation of the various channels that an organisation uses to interact with consumers, to create a consistent brand experience and seamlessly interact with consumers.<\/p>","page":1,"title":"What is Omnichannel Marketing?","text":"Omnichannel marketing includes physical (like stores) and digital channels (such as websites and social media) and a combination thereof - such as \u201cbuy online and pick up in-store\u201d. <\/p><h2>What is the Purpose of Omnichannel Marketing?<\/h2>The goal of omnichannel marketing is to empower the customer to shop or interact with a brand from any device or platform. It allows them to engage on their terms, while still offering many opportunities for fulfilment, such as convenience and a completely seamless experience. This, it is believed, will lead to an improved experience overall and thus drive better relationships across all possible channels and touchpoints. This includes traditional and digital channels, point-of-sale, and physical and online experiences. <\/p><img alt=\"omnichannel mobile marketing cloud\" src=\"https:\/\/www.cm.com\/cdn\/web\/omnichannel-mobile-marketing-cloud.png\"> <\/p>An example of omnichannel marketing could be: <\/strong><\/p><ul><li>A visitor receiving an automated voice message of their favourite artist telling the ticket sale of his concert has started after subscribing to the presale online; <\/li><li>a <a href=\"\/en-za\/blog\/why-event-organizers-should-own-and-manage-their-data\/\">visitor of a festival<\/a> receiving a WhatsApp message regarding the start of the happy hour of their favourite drink; <\/li><li>or a person receiving an SMS with a coupon for their next in-store purchase.  <\/li><\/ul><h2>Why Might You Need An Omnichannel Marketing Strategy?<\/h2>For a brand to launch an omnichannel marketing campaign successfully, it must have a strategy in place. This includes, but is not limited to, an integrated, multi-channel approach that creates a unified customer experience (CX) while <a href=\"\/en-za\/customer-data-platform\/\">eliminating siloed interactions<\/a>.  <\/p>The integration of a strategy is vital to meet the expectations of customers, who anticipate a seamless and consistent experience in every channel.  <\/p>A unified experience is the number one expectation of customers today. <a href=\"https:\/\/www.cxtoday.com\/contact-centre\/delivering-an-excellent-omni-channel-experience\/\" target=\"_blank\" rel=\"noopener\">According to CX Today<\/a>,\u202f9 out of 10 consumers expect an omnichannel experience\u202fwith seamless service between communication methods. This isn\u2019t going to change any time soon. As the number of touchpoints increases, so does the need for seamless integration between them. Whether that\u2019s a targeted ad on social media, a desktop interaction with a chatbot or a real-life chat with an in-store representative.   <\/p>Another example is through a brand\u2019s social media. In an omnichannel approach, this is used to carry out both customer service operations and marketing strategies. This means it\u2019s essential that teams from each of these departments collaborate to create a consistent experience for the customer.<\/p><img alt=\"customer contact channels\" src=\"https:\/\/www.cm.com\/cdn\/web\/blog\/content\/customer-contact-channels.png\">  <\/p>However, <a href=\"\/en-za\/blog\/mult-channel-or-omni-channel-differences\/\">omnichannel must not be confused with multichannel marketing<\/a>, which addresses different issues. While omnichannel marketing is all about ensuring a customer\u2019s interaction with a brand is consistent, no matter the channel, multichannel marketing concentrates on the channel strategy, from social to mobile, with each channel having its own goals.  <\/p><h2>Why is Omnichannel Marketing Important? <\/h2>Omnichannel marketing has become somewhat essential to most modern-day businesses as it can help them create a positive experience for their customers at every stage of their lifecycle while building a positive brand reputation.  <\/p>By connecting with customers through a more personalised experience, omnichannel marketing can not only keep businesses relevant and competitive in a crowded market but<a href=\"\/en-za\/blog\/the-8020-rule-who-are-your-loyal-customers\/\"> create loyal and - in some cases - lifelong customers<\/a>. It can also help reach new customer segments, which is key to growth, especially in sales.  <\/p><blockquote>Another benefit is increased operational efficiency and lower costs. With an omnichannel marketing strategy in place, businesses only need to collect a customer\u2019s data once (instead of at every touchpoint) meaning they don\u2019t need to create and implement a strategy for every channel. <\/blockquote>With the <a href=\"\/en-za\/mobile-marketing-cloud\/\">Mobile Marketing Cloud<\/a> from CM.com, it's easy to set up complex, multi-channel communication streams that build lasting customer relationships. By using one platform for all your customer interactions, you can save time and be more efficient.  <\/p>You can also send hyper-personalised campaigns anytime, anywhere with our <a href=\"\/en-za\/blog\/automate-marketing-activities-workflows\/\">marketing automation solution<\/a>. <\/p>","meta_title":"Omnichannel Marketing - What is it and Why Do You Need It?","meta_description":"Omnichannel marketing is the integration of various channels to interact with consumers. Read more about Omnichannel Marketing in our Glossary.","publish_date":"2021-10-15T07:28:02.000000Z","created_at":"2021-10-15T07:28:02.000000Z","updated_at":"2022-07-11T07:17:56.000000Z","deleted_at":null} {"id":361,"group_id":32,"localisations_l10n":"en-ZA","status":"active","name":"One Time Password","slug":"otp","description":"OTP is the abbreviation of <a href=\"\/en-za\/one-time-password\/\">One Time Password<\/a> and is a string of characters or numbers automatically generated to be used for one single login attempt. These can be sent to the user\u2019s phone via SMS or Push messaging. OTP\u2019s will minimise the risk of fraudulent login attempts.<\/p>","page":1,"title":"What is a One Time Password?","text":"<h2 data-alignment=\"left\" style=\"text-align: left; padding-left: 0px\">Why Would You Use One Time Passwords?<\/h2>The general idea of a One Time Password is to add a second layer of authentication to stay ahead of cybercrime and protect your organisation against catastrophic effects of fraud on your business.<\/p>The risk of fraud is drastically reduced if the user doesn\u2019t only have to fill in his username and password (something he knows) but also needs something he \u201chas\u201d to complete the login. This \u2018something\u2019 can be the user\u2019s phone. OTP\u2019s come in all shapes and sizes, but always add an extra layer of authentication.<\/p><h2 data-alignment=\"left\" style=\"text-align: left; padding-left: 0px\">One Time Password Examples<\/h2>One Time Password as SMS Message<\/strong><\/p>Originally, most OTP\u2019s were sent as SMS messages. Once the user has begun his login attempt, filling in his username and the correct password, an SMS OTP is sent to the mobile number connected to his account. The user then enters this code shown on this phone in the login screen, completing the authentication process. <\/p><img src=\"https:\/\/www.cm.com\/cdn\/web\/otp-sms.svg\" alt=\"one time password sms\"><\/p> <\/p>One Time Password as Voice Message<\/strong><\/p>An alternative to a One Time Password via SMS is Voice. With Voice, the spoken password is received as a phone call on the user's mobile. The password will not be stored on the user's phone and Voice allows you to reach users with limited sight. You can also implement Voice as a back-up in case your SMS is not delivered. <\/p><img src=\"https:\/\/www.cm.com\/cdn\/web\/otp-voice.svg\" alt=\"one time password voice\"><\/p> <\/p>One Time Password as Push Notification<\/strong><\/p>The Two-factor Authentication process using One Time Passwords via Push is similar to SMS OTP. In the login procedure to your online environment, an automated generated code is sent as a push notification to your App on the user\u2019s phone. Then the user has to copy that code to the login screen to verify his identity. This does mean you\u2019ll need a dedicated app.            <\/p><h2 data-alignment=\"left\" style=\"text-align: left; padding-left: 0px\">Industries that Benefit From One Time Passwords<\/h2>One Time Passwords are used by businesses who are seeking to secure their data against remote attacks where credentials can be exploited such as:<\/p><ul><li>Banking and finance<\/p><\/li><li>Government<\/p><\/li><li>Defence<\/p><\/li><li>Consumer electronics<\/p><\/li><li>Commercial security<\/p><\/li><li>Travel and immigration<\/p><\/li><li>Healthcare<\/p><\/li><\/ul>","meta_title":"What is a One Time Password? OTP Explained (With Examples)","meta_description":"A One Time Password is a string of characters or numbers automatically generated to be used for one single login attempt. Read more in our Glossary!","publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2023-02-21T05:57:23.000000Z","deleted_at":null} {"id":4924,"group_id":66,"localisations_l10n":"en-ZA","status":"active","name":"Online Identification","slug":"what-is-online-identification","description":"Online identification refers to any bit of information associated with a specific individual found on the internet. While online identification is most often connected with entire personal accounts, such as banking profiles, it can consist of any personally identifiable information.<\/p>","page":1,"title":"What is Online Identification?","text":"With the number of online services growing notably in recent years, online identification has become increasingly important. Previously, an individual may only have provided personal information for something like an email account. Today, however, online identification plays a key role in the delivery of age-dependent services like gambling sites, as well as allowing individuals to safely manage data relating to financial, medical, and many other industries.   <\/p><h2>What Types of Online Identification Are There? <\/h2>Today, the online identification is well established and an essential component for many businesses that need to be able to verify the identity of their customers, clients, or employees.   <\/p><img alt=\"online verification\" src=\"https:\/\/www.cm.com\/cdn\/web\/online-verification.png\"><\/p>Although the terms identification, verification, and authentication are sometimes used interchangeably, they are slightly different. Identification simply refers to the act of claiming an identity. Verification, meanwhile, goes a step further and looks for a high degree of confidence in a person\u2019s identity - perhaps through government-issued documents. Finally, authentication looks to re-validate an individual\u2019s identity each time they use a particular service.  <\/p>As new digital identification solutions have been developed, organizations have gained access to an increasingly diverse collection of tools with which to check the identities of particular individuals. These include the following:   <\/p><ul><li>Knowledge-based authentication<\/strong> - The simplest form of online identification, knowledge-based authentication asks users for a password or the answer to a security question to prove their identity. However, although this method of identification is the simplest for users, it is increasingly easy to falsify. Social engineering can be used by bad actors to acquire the sensitive information required to answer the relevant security questions and gain unauthorized access to a user\u2019s account. <\/li><li>Two-factor authentication <\/strong>- All methods used for online identification have weaknesses that cyberattackers may look to exploit. As a result, some businesses have opted to employ <a href=\"\/en-za\/one-time-password\/\">two-factor authentication<\/a> to verify an individual\u2019s identity. Unlike digital solutions that only require a username-password pair to confirm a user\u2019s identity, two-factor authentication, or 2FA, requires at least two pieces of \u201cevidence\u201d before online identification is confirmed. Generally, this evidence includes a combination of something a user knows, something a user has, and something a user is. <a href=\"\/glossary\/what-is-one-time-password\/\">One-time passwords<\/a>, strings of characters or numbers automatically generated to be used for one single login attempt, are sometimes employed as part of a two-factor authentication approach.  <\/li><\/ul><img alt=\"one time password mobile phone\" src=\"https:\/\/www.cm.com\/cdn\/web\/large\/one-time-password.svg\"><\/p><ul><li>iDIN<\/strong> - Some approaches to online identification leverage login methods used by other services to deliver robust security while streamlining the user journey. This is the case with iDIN, a service available in the Netherlands that allows individuals to use their bank\u2019s login methods to access digital services provided by other organizations. For example, if a user wants to play the Dutch Lottery, they can select iDIN as a login method and use the trusted and secure credentials of their bank to provide substantial reliability about their identity. Once iDIN completes the online identification process, users are returned to their original online environment.  <\/li><\/ul><img alt=\"idin logo\" src=\"https:\/\/www.cm.com\/cdn\/web\/icon\/idin.svg\"><\/p><ul><li>Biometric identification<\/strong> - Biometric identification uses an individual\u2019s physical characteristics to verify their identity. Although it may sound slightly futuristic, biometric identification is already being used by some online services to authenticate online users by asking them for a photo of their face, a voice recording, or an image of their fingerprints. However, biometrics still comes with weaknesses and fraudsters are increasingly looking for ways of acquiring biometric information for malicious purposes.   <\/li><\/ul><h2>Why Is Online Identification Important? <\/h2>Online identification is the bedrock that underpins the modern digital economy. Being able to reliably authenticate users means businesses and consumers can trust that the individuals they are engaging with are who they say they are. Without this trust, banks, healthcare providers, social networks, forums, and a whole host of other online services could not guarantee privacy or security. Cybercrime continues to plague the online world, costing the global economy $6 trillion. Robust online identification can help bring this figure down.   <\/p><h2>What Are the Benefits of Online Identification? <\/h2>As well as solidifying trust in online services, online identification provides several other benefits. For example, some incorporate age verification tools for businesses that only sell products to consumers above a certain age. What\u2019s more, by employing a user-friendly, one-click verification tool, online identification can provide more certainty for businesses and increase conversion rates.   <\/p>At CM.com, we use iDIN, and a number of other <a href=\"\/en-za\/one-time-password\/\">online identification tools<\/a> to ensure businesses and consumers can enjoy the benefits of the digital economy simply and securely. <\/p>","meta_title":"Online Identification - What Is It and Why Is It Important?","meta_description":"Online identification can consist of any personally identifiable information, from an individual\u2019s online search activity to their medical records.","publish_date":"2021-10-15T13:07:13.000000Z","created_at":"2021-10-15T13:07:13.000000Z","updated_at":"2021-10-15T13:14:00.000000Z","deleted_at":null} {"id":362,"group_id":33,"localisations_l10n":"en-ZA","status":"active","name":"OTT","slug":null,"description":"OTT or Over The Top refers to third party content that is sent directly to the end user, where the ISP facilitates the transport of the IP packets. Examples are Skype, WhatsApp and FaceTime.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":363,"group_id":34,"localisations_l10n":"en-ZA","status":"active","name":"P2P Messaging","slug":null,"description":"Person to Person Messaging is SMS messaging between two people, including traffic that connects two people through an API. P2P messaging is used for, amongst others, customer care or order delivery messages. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":4903,"group_id":70,"localisations_l10n":"en-ZA","status":"active","name":"POPIA","slug":"popia","description":"The POPI Act is a new all-inclusive piece of legislation that safeguards the integrity and sensitivity of private information. Companies are required to carefully manage the data capture and storage process of Personal Information within the lawful framework as set out in the Act.<\/p>","page":1,"title":"What is POPIA?","text":"POPIA stands for the Protection of Personal Information Act, Act No. 4 of 2013 or POPI Act. This is the new law and is something that most (if not all organisations) will need to follow.<\/p><ul style=\"user-select: auto;\"><li style=\"user-select: auto;\">\u201cpersonal information means information relating to an identifiable, living, natural person, and where it is applicable, an identifiable, existing juristic person, including, but not limited to:<\/li><li style=\"user-select: auto;\">information relating to the race, gender, sex, pregnancy, marital status, national, ethnic or social origin, colour, sexual orientation, age, physical or mental health, well-being, disability, religion, conscience, belief, culture, language and birth of the person;<\/li><li style=\"user-select: auto;\">information relating to the education or the medical, financial, criminal or employment history of the person;<\/li><li style=\"user-select: auto;\">any identifying number, symbol, e-mail address, physical address, telephone number, location information, online identifier or other particular assignment to the person;<\/li><li style=\"user-select: auto;\">the biometric information of the person;<\/li><li style=\"user-select: auto;\">the personal opinions, views or preferences of the person;<\/li><li style=\"user-select: auto;\">correspondence sent by the person that is implicitly or explicitly of a private or confidential nature or further correspondence that would reveal the contents of the original correspondence;<\/li><li style=\"user-select: auto;\">the views or opinions of another individual about the person.<\/li><\/ul><h2 style=\"user-select: auto;\">How Does POPIA Affect Your Business?<\/h2><a href=\"\/en-za\/blog\/a-vital-popi-act-requirement-two-factor-authentication\/\" style=\"user-select: auto;\">One of the key aspects of any privacy law<\/a>, and POPIA in particular, is that it describes the conditions for lawful processing. In other words, the conditions that need to be met if you are to manage personal information correctly. Meeting these conditions is mandatory if the organisation is seeking compliance to POPIA.<\/p>POPIA applies to any processing (collection, recording, organising, sharing, using, storing etc.) of personal information by a responsible party (website, company or organisation) located in South Africa or outside if they use means to process in South Africa.<\/p>If your website, company or organisation is located in South Africa and you process personal information, you\u2019re automatically obligated to comply with POPIA.<\/p>","meta_title":"What is POPIA? Ensure That Your Business is POPIA Compliant","meta_description":"The POPI Act is a new all-inclusive piece of legislation that safeguards the integrity and sensitivity of private information.","publish_date":"2021-10-15T08:37:39.000000Z","created_at":"2021-10-15T08:37:39.000000Z","updated_at":"2021-10-19T07:24:45.000000Z","deleted_at":null} {"id":364,"group_id":35,"localisations_l10n":"en-ZA","status":"active","name":"PSP","slug":null,"description":"CM is an internationally operating Payment Service Provider (PSP), which means its payments branch CM Payments offers connectivity to multiple payment methods including VISA, MasterCard, Paypal, iDeal, Microincasso and Bancontact.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":365,"group_id":36,"localisations_l10n":"en-ZA","status":"active","name":"Push (Certa Push)","slug":"what-is-push-notification","description":"Push is a messaging solution with which you can send large batches of Push messages to your app(s). Our Push messaging solution by Certa allows you use filters and preferences to fine-tune your notifications for your audience.<\/p>","page":1,"title":"What is a Push Notification?","text":"With customers so invested in downloading and using retail apps, push notifications are a relatively easy way to start getting your message in front of the right eyes. As soon as a customer has downloaded your app and enabled alerts, you\u2019re in! <\/p><h2>When to Send a Push Notification?<\/h2><a href=\"\/en-za\/push\/\">Push notifications<\/a> tend to work well for sales and marketing offers, as well as notifications that are not particularly time-sensitive. These include:<\/p><ul><li>New product offers<\/li><li>Bringing users back to your app with a timely message<\/li><li>Customer feedback requests<\/li><li>Message alerts<\/li><li>Reminders<\/li><\/ul>You can still deliver push notifications, even when the customer doesn\u2019t have your app open. And you can easily integrate other technology (such as geo-targeting) to make sure you\u2019re reaching them at a relevant time and through their preferred method. <\/p><h2>What is The Difference Between Push Notification and SMS Message<\/h2>While push notifications and SMS messaging are two highly effective tools in your marketing toolkit, they are two completely separate tactics that should be executed strategically and thoughtfully. Each has a time and place! <\/p><blockquote>Push notifications are cheaper, but SMS reaches pretty much every type of handset. Push messaging requires Internet, but text messages are more static.<\/blockquote>It turns out, this isn\u2019t a competition. There are pros and cons to both tactics. For instance, SMS gives you more flexibility in your message. You can add links, and character limits are longer. Delivery is reliable, and customers are practically guaranteed to see your message (remember the 98% open rate from above?). It\u2019s easier to miss a push notification that might only be visible for a few seconds.<\/p> <\/p> <\/p>That said, push notifications are easier to manage from an opt-in standpoint. <\/p>You can start sending push notifications without recipients providing express written consent. Plus, recipients manage app permissions from their mobile devices, and they\u2019re less likely to take the time to go into their settings to tweak the frequency and type of notifications. <\/p>With SMS, recipients must provide express written consent and opt-in before your business can send them SMS messages. That\u2019s a huge barrier to entry.<\/p>Still confused? We\u2019ve put all the advantages and disadvantages clearly in line.<\/p> <\/p><h2>Advantages Push Notifications:<\/h2><ul><li>Faster<\/li><li>Low costs<\/li><li>Encryption possible<\/li><li>Interactive<\/li><li>Retry within 72 hours<\/li><li>Works without cell coverage (but with WiFi) <\/li><\/ul><h2>Disadvantages Push Notifications:<\/h2><ul><li>No delivery guarantee<\/li><li>No delivery reports<\/li><li>Needs Internet <\/li><\/ul><h2>Advantages SMS:<\/h2><ul><li>Delivery reports<\/li><li>High delivery rate<\/li><li>No Internet needed<\/li><li>High open rate<\/li><li>Safe sending to telephone numbers. <\/li><\/ul><h2>Disadvantages SMS:<\/h2><ul><li>Costly<\/li><li>Needs cell coverage<\/li><li>Slow<\/li><li>Statically<\/li><\/ul>SMS messages and push notifications are both powerful tools, depending on your use case and specific company goals. <\/p>","meta_title":"What is a Push Notification? How is it Different from SMS?","meta_description":"Push notifications are brief alerts triggered by an application while SMS messages are electronic messages sent between phones. Learn the difference.","publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-11-04T11:27:46.000000Z","deleted_at":null} {"id":5644,"group_id":81,"localisations_l10n":"en-ZA","status":"active","name":"Returns & Where Is My Order (WISMO) Chatbots","slug":"what-are-returns-wismo-chatbots","description":"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.<\/p>","page":1,"title":"What are returns and WISMO chatbots?","text":"Returns are about making the best of a bad situation. No-one is making money from the returns process except your logistics service, but it\u2019s important to make sure your customer comes away from the process with a good impression of your company. After all, the ideal situation after any returns process is that the customer comes back the following week and spends twice as much. <\/p>Keeping things simple here is key. A chatbot that can handle the full returns process including logistics, tracking, and refunds by interrogating your back end systems for information, will save your customer services team valuable time and let them focus their efforts on more important tasks. <\/p>Talking of logistics, customer expectations are higher than ever and knowing where their order is comes fairly high up the list. Manually tracking individual orders over chat, email, or phone would be an enormous drain on your customer service team, but there\u2019s a chatbot solution for that. A Where Is My Order (WISMO) chatbot can communicate with your data storage, or 3rd party courier systems to track down orders fast and then return the information on a map, or in text form if you prefer.<\/p><h2>What are the benefits of returns and WISMO chatbots?<\/h2><a href=\"\/en-za\/blog\/six-ways-chatbots-can-revolutionise-retail\/\">Returns and WISMO chatbots<\/a> 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. Automating the returns and WISMO process enables customer service agents to focus on the more urgent and complex customer issues.<\/p><h2>How to get started with returns and WISMO chatbots<\/h2>Whether you\u2019d prefer a <a href=\"\/en-za\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-za\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customers\u2019 returns and WISMO requests.   <\/p>","meta_title":"What are returns and WISMO chatbots? | CM.com Glossary","meta_description":"Returns and WISMO chatbots allow customers to easily self-serve and find answers to FAQs. Read more about returns and WISMO chatbots in our Glossary.","publish_date":"2022-06-17T10:24:45.000000Z","created_at":"2022-06-17T10:24:45.000000Z","updated_at":"2022-06-17T10:25:56.000000Z","deleted_at":null} {"id":367,"group_id":38,"localisations_l10n":"en-ZA","status":"active","name":"SDK","slug":null,"description":"A Software Development Kit (SDK) is a collection of tools that allow you to build your software with implemented CM.<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-15T07:53:43.000000Z","deleted_at":null} {"id":373,"group_id":44,"localisations_l10n":"en-ZA","status":"active","name":"Send\/Receive apps","slug":null,"description":"This is an easy to use web app to send SMS\/Hybrid messages to individuals or lists, and allow them to send replies.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":374,"group_id":45,"localisations_l10n":"en-ZA","status":"active","name":"Short Code","slug":"short-code","description":"A short code is a specialised 5 or 6-digit number ideal for marketing campaigns, lead generation, and promotions where you want people to easily remember your number. Short codes are used for <a href=\"\/en-za\/two-way-messaging\/\">sending and receiving <\/a>SMS (and MMS) messages to mobile phones.<\/p>","page":1,"title":"What is a Short Code?","text":"<h2>How to Use Short Codes?<\/h2>Short code (also called short numbers, Common Short Code, or CSC) messaging is commonly used to send business text messages and marketing campaigns to a user\u2019s mobile device. A short code is a specialised five to six-digit phone number used in one-way SMS and MMS messaging. Short code messages convey information to a customer that doesn\u2019t require a response. A customer can text a keyword to a business to opt in to marketing messages, vote, or enter a contest.<\/p><img alt=\"two way messaging short codes\" src=\"https:\/\/www.cm.com\/cdn\/web\/two-way-messaging-short-codes.svg\"><\/p>Short codes are leased monthly, their cost varies depending on the type of short code you choose. Short codes are an alternative to <a href=\"\/en-za\/glossary\/long-code\/\">long numbers<\/a>, full-length phone numbers used to send and receive text messages and calls. <\/p><h2>Different Types of Short Codes<\/h2>There are two types of short codes: shared short codes and dedicated short codes. <\/p><ul><li>Shared Short Code<\/strong><\/li><\/ul><blockquote>\u201cText PIZZA to 13131\u201d<\/blockquote><blockquote>\u201cText BACON to 13131\u201d<\/blockquote><blockquote>\u201cText COOL to 13131\u201d<\/blockquote>These are all examples of shared short codes. Even though each of these text messages shares a numeric code, they would be routed to separate businesses. Shared short codes are used and shared between thousands of businesses, making their monthly cost more affordable. Traffic coming into each short code is separated by the use of unique keywords, which enables mobile carriers to distribute short codes among businesses in the same industry.<\/p><ul><li>Dedicated Short Code<\/strong><\/li><\/ul><blockquote>\u201cText PIZZA to 13131\u201d<\/blockquote><blockquote>\u201cText PIZZA to 12345\u201d<\/blockquote><blockquote>\u201cText PIZZA to 54321\u201d<\/blockquote>These are all examples of dedicated short codes. They all use the keyword PIZZA, but texts would be routed to each business based on their short code, not their keyword. Dedicated short codes are assigned to specific businesses. Since one company absorbs the entire cost of the code, dedicated short codes are more expensive than shared short codes. If you sign up for a shared short code and want to use a keyword that has already been taken, you would have to change to a dedicated short code service.<\/p>Within dedicated short codes, there are two subsets: random short codes and vanity short codes.<\/strong><\/p><ul><li>Random short codes <\/strong>are generic and issued randomly, like a license plate. You have no control over what short code number you are assigned.<\/li><li>Vanity short codes<\/strong> are customised and are the most expensive of all dedicated short codes. The advantage of vanity short codes is that they are the most memorable and can be segmented for your business. You could select a short code that numerically spells the name of your business.<\/li><\/ul><h2>What Are The Benefits of Using Short Codes?<\/h2><ol><li>Short codes are pre-approved by carriers to avoid spam flags, giving them higher delivery rates than long numbers.<\/li><li>Short codes are easy for customers to remember.<\/li><li>Shared short codes are cost-effective for mass communications.<\/li><li>Shared short codes are fast and easy to set up and have no setup fees.<\/li><\/ol><h2>When To Use A Short Code?<\/h2><ul><li><a href=\"\/en-za\/campaigns\/\">Mobile marketing campaigns<\/a><\/li><li><a href=\"\/en-za\/one-time-password\/\">Two-Factor Authentication<\/a> (2FA)<\/li><li>Notifications and alerts<\/li><li>Voting and polling <\/li><li>Surveys <\/li><li>Subscriber opt-ins<\/li><li>Sales promotions and special offers<\/li><li>Newsletter and content subscriptions<\/li><li>Contests and giveaways<\/li><\/ul><h2>How To Obtain A Short Code?<\/h2>CM.com has direct connections to hundreds of networks worldwide. Our vast global reach helps us get the most competitive pricing in the short code marketplace for our customers. <\/p><a href=\"\/en-za\/register\/\">Create a free platform account and easily request your number or Keyword in our Dashboard<\/a><\/p>","meta_title":"Short Code - What Is It, How Should You Use It? | CM.com Glossary","meta_description":"A short code is a 5 to 6-digit phone number used in one-way SMS and MMS messaging. Learn more about short codes in our Glossary.","publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2022-01-20T04:48:42.000000Z","deleted_at":null} {"id":368,"group_id":39,"localisations_l10n":"en-ZA","status":"active","name":"SIM","slug":null,"description":"The Subscriber Identity Module presents the SIM card used to enable communication over a telecommunication network for a device (smartphone, tablet, etc.) ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":369,"group_id":40,"localisations_l10n":"en-ZA","status":"active","name":"SIP Trunk","slug":null,"description":"The Session Initiation Protocol enables you to use multimedia communication like voice and video calls using VOIP. Using SIP instead of traditional telephony means you\u2019ll cut down on your communication costs.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":371,"group_id":42,"localisations_l10n":"en-ZA","status":"active","name":"SMS Gateway ","slug":null,"description":"CM's SMS Gateway enables you to send text messages to mobile phones all around the world. To integrate this functionality into your application, you (or your developers) should implement communication with our API.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":372,"group_id":43,"localisations_l10n":"en-ZA","status":"active","name":"SMSC","slug":null,"description":"The SMS Center, usually the end party, that delivered the message to the handset.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":375,"group_id":46,"localisations_l10n":"en-ZA","status":"active","name":"Texter","slug":null,"description":"An SMS test tool which lets SMS aggregators, MNO`s and MVNO`s check the quality of SMS routes, using live nodes, limiting the risk of whitelisting and grey routes.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":376,"group_id":47,"localisations_l10n":"en-ZA","status":"active","name":"Two-Factor Authentication (2FA)","slug":"two-factor-authentication-2fa","description":"Two-factor authentication (also known as 2FA) is a technology that provides the identification of users by means of the combination of two different components. In other words, 2FA adds a second level of authentication to an account log-in.<\/p>","page":1,"title":"Two-Factor Authentication (2FA)","text":"Two-factor authentication (also known as 2FA) is a technology that provides the identification of users by means of the combination of two different components. In other words, 2FA adds a second level of authentication to an account log-in.<\/p>Two-Factor Authentication, 2FA or TFA is a better way to protect online accounts. Besides entering the password into your account you also have to enter an additional code that you generate through a personal device.<\/p>When you have to enter only your username and one password, that's considered a single-factor authentication. 2FA requires the user to have two out of three types of credentials before being able to access an account.<\/p>Two-Factor Authentication is one of the most effective ways for businesses to protect their systems and customers\u2019 online accounts from hacking, spamming, data theft, and more. It requires users to complete multiple steps to verify their identity before they can access their data. <\/p><h2>What Can You Use for Two-Factor Authentication?<\/h2>2FA typically demands at least two pieces of \u201cevidence\u201d from the user to prove their identity. 2FA requires credentials such as:<\/p><ul><li>Something a user knows,<\/strong> like a PIN or an answer to a security question<\/li><li>Something a user has<\/strong>, like a verification code delivered via text message or physical tokens like USB keys<\/li><li>Something a user is<\/strong>, which may include facial recognition or biometric data like fingerprints<\/li><\/ul>According to Microsoft, 99.9% of cyberattacks can be prevented with multi-factor authentication. By adding another layer of security with 2FA, companies can secure private data with more than a traditional username and password.<\/p><h2>How does (Two Factor) Authentication Work?<\/h2>The good news is that you can set up 2FA fairly quick, and it works very much the same way at each different service. The bad news is that you have to set it up yourself, and sometimes you have to look closely where you can configure the settings. <\/p>Two-Factor authentication works according to the same principle on almost every website: After typing your login name and password you need to enter an additional code or text that you receive via SMS or an additional app. Only after entering this extra code do you get access to the secure part of the site.<\/p><h2>Why SMS and Voice are Leading Solutions for 2FA<\/h2>Any industry that handles customer data should utilize two-factor authentication to protect both employees and customers. With CM.com\u2019s Two-Factor Authentication API, you can easily add an additional security layer beyond a username and password combination, making user credentials much more difficult to crack. <\/p>Our 2FA solution uses one-time passwords (OTPs) to authenticate users, secure account logins, and safeguard transactions via SMS (text message) or voice (phone call). SMS messages have an average open rate of 98% in less than 30 seconds, making them reliable and easily accessible for users. With OTPs, our two-factor authentication platform can improve the customer login experience in just one click.<\/p> <\/p>","meta_title":"What is Two-Factor Authentication? And How does 2FA Work?","meta_description":"Two-factor authentication, or 2FA, is one of the most effective ways for businesses to protect their systems and customers\u2019 accounts from hacking.","publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2022-06-21T11:58:50.000000Z","deleted_at":null} {"id":377,"group_id":48,"localisations_l10n":"en-ZA","status":"active","name":"Two-way Messaging","slug":null,"description":"Enable replies so you can receive SMS message from your users via short codes, or long numbers. You can set automated actions for each message. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":379,"group_id":50,"localisations_l10n":"en-ZA","status":"active","name":"Virtual phone number","slug":null,"description":"Virtual phone numbers are not directly terminated, but rather forwarded to another number. With a Virtual phone number you can have a Dutch number which forwards to a US one, so a US company has a \"virtual\" number in the Netherlands. These virtual phone numbers can be provided by CM.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":380,"group_id":51,"localisations_l10n":"en-ZA","status":"active","name":"Voice API","slug":null,"description":"With CM\u2019s Voice API, any developer can create and maintain call flows. You won\u2019t need to integrate voice systems yourself to build IVR applications. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":381,"group_id":52,"localisations_l10n":"en-ZA","status":"active","name":"Voice Notification API","slug":null,"description":"This voice API converts text to speech and is much used for notifications and Two-factor Authentication. Voice notification is available through API and our platform and consists of notifications (call, play and hang up), OTP and Get DTMF apps. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":382,"group_id":53,"localisations_l10n":"en-ZA","status":"active","name":"Voice Wizard","slug":null,"description":"The CM Webtool to create simple IVR Inbound campaigns. Upload and sort voice prompts, design scenarios and get reporting.","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":4957,"group_id":72,"localisations_l10n":"en-ZA","status":"active","name":"Voicebot","slug":"what-is-a-voicebot","description":"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'.<\/p>","page":1,"title":"What is a voicebot?","text":"Voicebots use input voice recognition and translation (commonly referred to as speech-to-text or STT) alongside a text-to-speech (TTS) engine to understand human speech and respond using everyday language. <\/p>When you think of voicebots, your mind may instantly jump to the likes of AI voice assistants like Alexa or Siri. But in the customer service world, conversational interactive voice response (IVR) is quickly becoming one of the most utilised forms of conversational AI.  <\/p>In simple terms, conversational IVR is the technology behind a voicebot, allowing callers to engage with a self-service solution with their voice. In contrast to traditional IVR, there is no static menu and callers don't have to dial-in numbers. Conversational IVR can understand full sentences in voice and can even understand the context. The voicebot will then reply in full sentences, allowing callers to lead the conversation.<\/p>With a voicebot, you can not only route customers to the right agent but also facilitate service. For example, you can use conversational IVR to answer customer queries, update customers on the status of an order, or assist customers in updating personal information like an address or telephone number. <\/p>Traditionally with <a href=\"\/en-za\/voice\/voice-api\/\">IVR<\/a>, callers would have to dial in numbers (referred to as touch-tone user inputs) to be redirected to the right person or department. Conversational IVR offers a faster, smoother, and more personal experience for customers. <\/p><img alt=\"human handover\" src=\"https:\/\/www.cm.com\/cdn\/web\/caic-humanhandover-left.png\"><\/p><h2>Voicebots vs Chatbots  <\/h2>Like a voicebot, a <a href=\"\/en-za\/chatbot\/\">chatbot<\/a> is an automated conversational interface powered by artificial AI, which you can use to automate and streamline your early-stage customer service interactions.  <\/p>While voicebots can interpret the spoken voice and communicate in a kind, chatbots are text-based messaging solutions that interpret written text and respond using text \u2013 facilitating a conversation between bot and user that mimics person-to-person messaging conversations. Since a voicebot converts speech to text and text to speech to communicate, it can use the same database as your AI chatbot is using. <\/p>Voicebots and chatbots both have their advantages, and you can use both to help provide customers with channels that suit their communication preferences.  <\/p><h2>What Are the Benefits of Voicebots?  <\/h2>Voicebots can provide <a href=\"\/en-za\/blog\/voicebots-for-customer-service\/\">several benefits to customer service teams<\/a>. Let\u2019s look at a handful of some of the biggest.  <\/p><ul><li>Provide a Smoother Customer Support Experience  <\/strong><\/li><\/ul>The touch-tone method, where callers must press specific numbers to be connected to the right department or agent, can be irritating and time-consuming for customers.  <\/p>In contrast, conversational IVR offers a more fluid form of communication, seamlessly connecting callers to the right agent or department and providing the information they need.  <\/p>Since you can use the same database and dialogues as for all your other <a href=\"\/en-za\/conversational-ai-cloud\/\">Conversational AI solutions<\/a>, you guarantee the same answer on any channel. Whether a customer asks a question to your chatbot, looks it up on your dynamic FAQ page, or asks it to the voicebot; the answer will be the same. If you want to change an answer, such as opening hours, you only have to change it once and all your bots will be up-to-date. <\/p><ul><li>Offer 24\/7 Customer Support <\/strong><\/li><\/ul>Customers hate to wait. But your customer service representatives can\u2019t always be available. Whether agents are overwhelmed by high call volumes or customers call outside of working hours, your agents\u2019 availability and customer needs don\u2019t always align.  <\/p>Luckily, conversational IVR can offer fast, round-the-clock self-service support to customers. This ensures customers can get a response to their customer queries and issues 24\/7 \u2013 without having to wait on holds for hours.  <\/p><ul><li>Enable Self-Service Options  <\/strong><\/li><\/ul>Autonomous customers are happy customers. You can put conversational IVR to good use, helping customers to source information and make their changes \u2013 such as updating an old password or cancelling a subscription to a service. This helps customers feel empowered and self-sufficient and helps them swerve time-consuming conversations with customer service representatives.  <\/p><ul><li>Improve Employee Satisfaction Rates  <\/strong><\/li><\/ul>In addition, voicebots can help reduce customer service teams\u2019 workloads, reduce stress levels, and improve employee satisfaction levels. Conversational IVR takes the stress and pressure off your customer service agents by handling a high number of customer questions. This frees your agents up to focus on more complex and less tedious aspects of customer service.  <\/p><ul><li>Scale Without the Expense  <\/strong><\/li><\/ul>It\u2019s expensive to recruit and train a large number of customer service agents and ensure that there are enough people on staff to answer customer queries around the clock. In addition, voicebots help with call reduction by addressing customer questions and issues \u2013 reducing the number of lengthy and costly calls between customers and agents.  <\/p>Moreover, in comparison to conversational IVR, maintaining legacy IVR systems can be expensive. Voicebots offer companies the ability to scale and meet customer support needs cost-effectively.  <\/p><h2>How to Get Started with Voicebots  <\/h2>Voicebots provide a more seamless, natural way for customers to communicate with technology. By reducing workloads for customer service representatives, offering 24\/7 customer support, and allowing you to scale without the expense, voicebots are a smart way to address your front-line customer service needs. Head here to get started with voicebots for your business.  <\/p>","meta_title":"What Are Voicebots? Conversational IVR Benefits & More | CM.com","meta_description":"A voicebot is based on Conversational IVR technology; able to understand human speech and respond in a natural way. Discover what it is & the benefits","publish_date":"2021-11-30T06:45:44.000000Z","created_at":"2021-11-30T06:45:44.000000Z","updated_at":"2021-11-30T06:50:16.000000Z","deleted_at":null} {"id":378,"group_id":49,"localisations_l10n":"en-ZA","status":"active","name":"VOIP","slug":null,"description":"VOIP, or <a href=\"\/en-za\/voice\/\">Voice over IP<\/a>, an IP network like the internet is used to transfer speech. This enables you to connect speech and data.<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-15T07:56:05.000000Z","deleted_at":null} {"id":383,"group_id":54,"localisations_l10n":"en-ZA","status":"active","name":"Web app","slug":null,"description":"Besides API and SDK integration, CM offers most products as web apps as well. By using the web apps on our platform, you\u2019ll gain easy access to all CM\u2019s products for messaging, payments, voice and authentication. ","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null} {"id":384,"group_id":55,"localisations_l10n":"en-ZA","status":"active","name":"Whitelisting","slug":null,"description":"Testing SMS routes with the same numbers, as done with SIM boxes, results in Whitelisting. This means that algorithms will determine these numbers as priority numbers. Whitelisting of mobile numbers gives a distorted view of messaging delivery rates and route quality.<\/p>","page":0,"title":null,"text":null,"meta_title":null,"meta_description":null,"publish_date":"2021-04-07T08:25:45.000000Z","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-14T10:57:26.000000Z","deleted_at":null}