{"id":1,"group_id":1,"localisations_l10n":"en","users_name":"system","status":"active","name":"A2P Messaging","slug":null,"description":"<p>A2P stands for Application to Person messaging. These are messages that are sent from an application to a person, for example <a href=\"\/one-time-password\/\">One Time Passwords<\/a>, bank alerts or booking confirmations by means of API or Web App.<\/p>","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-18T06:02:06.000000Z","deleted_at":null}
{"id":4438,"group_id":65,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"AI Chatbot","slug":"what-is-ai-chatbot","description":"<p>An <a href=\"\/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>","title":"What is an AI chatbot?","text":"<p>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=\"\/glossary\/what-is-conversational-ai\/\">Conversational AI<\/a> delivered through chatbots <a href=\"\/blog\/improve-ecommerce-customer-service-experience\/\">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><p><img alt=\"vattenfall chatbot nina conversational ai\" src=\"https:\/\/www.cm.com\/cdn\/web\/large\/vattenfall-chatbot-conversational-ai.png\"> <\/p><h2>Do all chatbots use AI? <\/h2><p>Not all chatbots utilize AI. Some are rules-based, delivering tightly structured dialog based on user input. They are only able to recognize 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>What are the benefits of an AI chatbot? <\/h2><p>When compared to a rules-based chatbot, an AI chatbot comes with several additional benefits. These include: <\/p><ul><li><strong>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><strong>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><strong>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><strong>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 personalization, 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>How to build an AI chatbot?<\/h2><p>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><p><img alt=\"chatbot digitalcx conversation\" src=\"https:\/\/www.cm.com\/cdn\/web\/chatbot-digitalcx-conversation.png\"><\/p><p>Although it may sound challenging at first, <a href=\"\/blog\/5-tips-chatbot\/\">creating a chatbot<\/a> is surprisingly straightforward. Here\u2019s why: <\/p><ul><li><strong>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><strong>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><strong>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><p>Whether you\u2019d prefer a <a href=\"\/chatbot\/\">scripted chatbot<\/a> or a more <a href=\"\/conversational-ai-cloud\/\">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.","created_at":"2021-08-21T07:23:49.000000Z","updated_at":"2022-05-10T13:54:00.000000Z","deleted_at":null}
{"id":3,"group_id":3,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":2,"group_id":2,"localisations_l10n":"en","users_name":"system","status":"active","name":"API","slug":null,"description":"An API, or Application Programming Interface, makes the functions of a computer program available to another computer program. APIs operate in the background of software applications and are invisible to users.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-15T06:07:58.000000Z","deleted_at":null}
{"id":41,"group_id":41,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-12T05:20:41.000000Z","deleted_at":null}
{"id":7,"group_id":7,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":3838,"group_id":60,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Conversational AI","slug":"what-is-conversational-ai","description":"<p><a href=\"\/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>","title":"What is Conversational AI?","text":"<p>Conversational AI uses data, natural language processing, and machine learning to mimic human interactions. It recognizes 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>What\u2019s the Difference Between Conversational AI and Chatbots?<\/h2><p>Chatbots are transactional, utilizing 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><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><p><img alt=\"chatbot digitalcx conversation\" src=\"https:\/\/www.cm.com\/cdn\/web\/chatbot-digitalcx-conversation.png\"><\/p><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><p><a href=\"\/conversational-ai-cloud\/\"><strong>Conversational AI:<\/strong><\/a><\/p><ul><li>Understands human communication patterns and responds with contextual dialog. <\/li><li>Incorporates AI algorithms and natural language processing (NLP) technology to create smooth dialog transitions.<\/li><li>Creates customer conversations that don\u2019t sound stilted or scripted and are often indistinguishable from human interactions. <\/li><li>Enables customers to resolve problems without human intervention, making customer service fast, natural, and seamless.<\/li><li>Retains context through a conversation.<\/li><\/ul><p><a href=\"\/chatbot\/\"><strong>Chatbots:<\/strong><\/a><\/p><ul><li>Require \u201ctraining\u201d to recognize keywords.<\/li><li>Necessitate customers to use exact phrasing to generate correct predetermined responses.<\/li><li>Need continuously updated scripts to remain current and helpful.<\/li><\/ul><h2>How Does Conversational AI Work?<\/h2><p>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><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><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><p>AI recognizes patterns faster as data input increases. <a href=\"\/blog\/how-finding-the-right-balance-between-technology-and-humans-will-improve-customer-experience\/\">Along with human guidance<\/a>, AI uses this information to form better, natural responses to customer inquiries over time. <\/p><h2>Benefits of Conversational AI<\/h2><p>Here are a few of the many benefits of <a href=\"\/blog\/5-tips-chatbot\/\">using conversational artificial intelligence<\/a> for customer support.<\/p><ul><li><strong>1. Increased Sales<\/strong><\/li><\/ul><p>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><li><strong>2. Controlled Costs<\/strong><\/li><\/ul><p>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><li><strong>3. Enhanced Customer Support & Engagement<\/strong><\/li><\/ul><p>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=\"\/mobile-service-cloud\/\">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\"><source src=\"https:\/\/www.cm.com\/cdn\/web\/five-star-service.mp4\" type=\"video\/mp4\"><\/video><p>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><li><strong>4. Scalability<\/strong><\/li><\/ul><p>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 maximize operational efficiency.<\/p><ul><li><strong>5. Rich Data Insights<\/strong><\/li><\/ul><p>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><li><strong>6. Improved Employee Efficiency <\/strong><\/li><\/ul><p>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=\"\/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><li><strong>7. Enhanced Accessibility<\/strong><\/li><\/ul><p>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","created_at":"2021-04-15T06:52:36.000000Z","updated_at":"2021-08-30T16:24:53.000000Z","deleted_at":null}
{"id":3829,"group_id":57,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Conversational Commerce","slug":"what-is-conversational-commerce","description":"<p><a href=\"\/conversational-commerce\/\">Conversational commerce<\/a> 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>","title":"What is Conversational Commerce?","text":"<p>Conversational Commerce is the convergence between <a href=\"\/conversational-channels\/\">messaging apps<\/a> and <a href=\"\/payments\/\">commerce<\/a>. The term Conversational Commerce really 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=\"\/facebook-messenger\/\">Facebook Messenger<\/a>.<\/p><h2>How Does Conversational Commerce Works?<\/h2><p>The <a href=\"\/blog\/from-conversation-to-conversion\/\">basis of Conversational Commerce<\/a> would be allowing customers to contact your business through their favorite messaging channel and finish the path-to-purchase within that same channel. Each customer has his own channel preference, which means you won\u2019t get away with just disclosing Facebook Messenger.<\/p><p><img alt=\"The Power of Conversational Commerce\" src=\"https:\/\/www.cm.com\/cdn\/web\/power-of-conversational-commerce.png\"><\/p><p>You need a <a href=\"\/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><p>Conversational commerce simplifies the online shopping experience and shortens customer service response times. Consumers benefit from fast, personalized interactions while brands increase conversion rates and revenue. <\/p><p>Here are a few more ways brands and consumers can benefit from conversational commerce:<\/p><ul><li><strong>Personalize Customer Interactions at Scale<\/strong><\/li><\/ul><p>By leveraging <a href=\"\/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><p>Traditionally, sales associates would need to get involved to provide personalized suggestions. With conversational commerce, AI chatbots can be programmed to deliver personalized recommendations, guiding customers toward a relevant purchase faster.<\/p><ul><li><strong>24\/7 Customer Support and Reduced Response Times<\/strong><\/li><\/ul><p>Today\u2019s consumers expect a quick and convenient customer service experience. In fact, 79% of consumers prefer chatting with customer support because they can get near-instant responses.<\/p><video muted=\"true\" oncanplay=\"this.muted=true; this.play();\" playsinline=\"true\" autoplay=\"true\" player-source=\"https:\/\/www.cm.com\/cdn\/web\/chatbot-animated.mp4\" loop=\"1\"><source src=\"https:\/\/www.cm.com\/cdn\/web\/chatbot-animated.mp4\" type=\"video\/mp4\"><\/video><p><br><\/p><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><strong>Fast, Streamlined Checkout Experience<\/strong><\/li><\/ul><p>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><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><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><strong>More Convenient Shopping Experience<\/strong><\/li><\/ul><p>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><p>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=\"\/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.","created_at":"2021-04-12T06:32:02.000000Z","updated_at":"2022-05-05T12:37:04.000000Z","deleted_at":null}
{"id":6,"group_id":6,"localisations_l10n":"en","users_name":"system","status":"active","name":"CPaaS","slug":"what-is-cpaas","description":"<p>CPaaS stands for Communications Platform as a Service. It is a cloud-based delivery platform that enables businesses to add real-time Communication Channels (<a href=\"\/sms\/\">SMS<\/a>, <a href=\"\/voice\/\">Voice<\/a>, and <a href=\"\/conversational-channels\/\">Conversational Channels<\/a>) to their applications with the use of APIs.<\/p>","title":"What is CPaaS?","text":"<h2>What Are the Advantages of Using CPaas?<\/h2><p>More and more enterprises are discovering the value that CPaaS can add to their infrastructure, enabling them to meet the needs of today\u2019s \u2018always on\u2019 customers. Companies use CPaaS within their online interfaces, smartphone applications, SMS verifications, chatbots and more.<\/p><p>CPaaS contributes to a full customer experience and ensures that your business can be reachable by your customers at any time of the day. How can businesses benefit from this rising real-time communication framework?<\/p><p><img alt=\"communications platform channels\" src=\"https:\/\/www.cm.com\/cdn\/web\/communications-platform.png\"><\/p><h2>How to Incorporate CPaaS into your business process<\/h2><p><strong>Marketing<\/strong><\/p><p>Create, send and analyze multi-channel campaigns that take your customer through a personalized journey fit for each phase of the purchasing funnel, connected and analyzed on one platform<\/p><p><strong>Sales and Business Support<\/strong><\/p><p>Enable notifications that informs you as soon as a new lead is received via your CRM system and automate your first response. Reduce the response time and increase customer satisfaction.<\/p><p><strong>Customer Service<\/strong><\/p><p>Messaging has become particularly valuable for customer service teams, enabling them to provide customers with a single, seamless experience across all channels and devices.<\/p><h2>What is the technology Behind a Communications Platform?<\/h2><p>At the heart of any <a href=\"\/communications-platform\/\">CPaaS vendor<\/a>, you\u2019ll find one common theme \u2013 APIs. This means businesses don\u2019t need to invest in costly hardware that lacks scalability.<\/p><p><img alt=\"communications platform\" src=\"https:\/\/www.cm.com\/cdn\/web\/communications-platform.svg\"><\/p><p>With <a href=\"\/developers\/\">the help of APIs<\/a>, companies can configure and add their own real-time communication solutions on a single platform, without building any complex backend infrastructure.<\/p><ul><li>Seamless integration across the board<\/li><li>Real-Time Reporting & Analytics<\/li><li>Multiple programming languages<\/li><\/ul><h2>Why choose CM.com as CPaaS Provider?<\/h2><p><strong>GDPR compliant Enterprise Messaging<\/strong><\/p><p>CM.com guarantees all your messages and data will remain in the EEA. Use our CPaaS capabilities with direct operator connections to make sure you meet all GDPR requirements.<\/p><p><strong>ISO certified and 24\/7 IT support<\/strong><\/p><p>Our CPaaS offering is ISO certified and supports enterprise required security, privacy and control capabilities which are provided through a SLA, a Network Operating Center.<\/p><p><strong>Products to enrich your business process<\/strong><\/p><p>CM.com offers not only CPaaS but also a rich Payment Methods and Digital Identity services. This allows for a full Customer Journey improvement in your Digital Transformation process.<\/p><h2>Discover our CPaaS Opportunities<\/h2><p>An effective CPaaS framework means having all the messaging channels combined into one platform. CM.com offers a wide range of messaging opportunities which are beneficial for your business.<\/p><p><a href=\"\/sms\/\"><strong>SMS<\/strong><\/a><\/p><p>Using our SMS API, businesses can communicate with their customers whenever they want and wherever they are. Real-time delivery and analytics give you insights into who is converting. <\/p><p><a href=\"\/voice\/\"><strong>Voice<\/strong><\/a><\/p><p>Get access to a range of great VoIP products to enhance your global voice business. Direct operator connections worldwide mean premium call quality through our global geo-redundant platform<\/p><p><a href=\"\/conversational-channels\/\"><strong>Conversational Channels<\/strong><\/a><\/p><p>Our <a href=\"\/business-messaging-api\/\">Business Messaging API<\/a> combines all Conversational Channels (WhatsApp, Apple Business Chat & more) into a single platform, offering a high-volume and two-way customer engagement solution.<\/p>","meta_title":"CPaaS - What Is It and How Can You Use It?","meta_description":"CM.com is a CPaaS provider (Communications Platform as a Service). A cloud based delivery platform for all communication channels.","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-21T08:26:02.000000Z","deleted_at":null}
{"id":5566,"group_id":74,"localisations_l10n":"en","users_name":"brechtje.vanhoutum","status":"active","name":"Customer Service Chatbot","slug":"what-is-customer-service-chatbot","description":"<p>A customer service chatbot can automatically respond to different queries and use connected databases to find the answer to more complex questions. With the right data, the bot can be very personal. It can adapt the answers based on the customer, context, and intent.<\/p>","title":"What Is a Customer Service Chatbot?","text":"<p>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. The customer service chatbot can automatically respond to different queries and even use connected databases to find the answer to more complex questions. With the right data, the bot can be very personal. It can adapt the answers based on the known customer data, and even make recommendations based on their preferences. <\/p><p>Additionally, advanced <a href=\"\/conversational-ai-cloud\/\">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><p>Analytics help to understand your customers even better, enabling you to optimize the bot continuously. Many organizations start off their automation journey with certain topics in mind, but once they go live, the data shows the customers actually ask completely different questions. These insights help optimize not only the bot but also the live <a href=\"\/departments\/customer-service\/\">customer service<\/a>. <\/p><h2>Benefits of a Customer Service Chatbot<\/h2><p>If implemented correctly, a customer service chatbot can save you a lot of time and money. The most important benefits include: <\/p><ul><li> 24\/7 support for your customers without any waiting times<\/li><li> Faster issue resolution \u2013 even if there\u2019s a handover, agents will be armed with more data already.<\/li><\/ul><h2>Typical Customer Service Chatbot Questions<\/h2><p>1. How can I cancel my membership? <\/p><p>2. When can I expect my delivery? <\/p><p>3. Where\u2019s my nearest store? <\/p><h2>How to Get Started With a Customer Service Chatbot<\/h2><p>Whether you\u2019d prefer a <a href=\"\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/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","meta_description":"A customer service chatbot can automatically respond to different customer queries. Read more about customer service chatbots in our Glossary.","created_at":"2022-05-02T14:48:49.000000Z","updated_at":"2022-05-03T09:56:18.000000Z","deleted_at":null}
{"id":4846,"group_id":69,"localisations_l10n":"en","users_name":"brechtje.vanhoutum","status":"active","name":"Customer Service Software","slug":"customer-service-software","description":"<p><a href=\"\/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, prioritize, and handle requests and complaints from customers - from any location, at any time, via the customer\u2019s preferred channel.<\/p>","title":"What is Customer Service Software?","text":"<h2>How Does Customer Service Software Work?<\/h2><p>Customer service software provides a centralized 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><p><img alt=\"mobile service cloud platform legal\" src=\"https:\/\/www.cm.com\/cdn\/web\/mobile-service-cloud-platform-legal.svg\"><\/p><p><a href=\"\/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=\"\/mobile-service-cloud\/live-chat\/\">live chat functionality<\/a>, knowledge base software, multi-lingual and multi-brand capabilities, <a href=\"\/mobile-service-cloud\/agent-inbox\/\">inbox management<\/a>, and <a href=\"\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbots<\/a>. <\/p><h2>What Are the Benefits of Customer Service Software?<\/h2><ul><li><strong>Improve customer experience and boost customer satisfaction <\/strong><\/li><\/ul><p>According to <a href=\"https:\/\/www.pwc.com\/future-of-cx\" target=\"_blank\" rel=\"noopener\">PWC<\/a>, 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><strong>Improve business efficiencies<\/strong><\/li><\/ul><p>Once integrated with a CRM or <a href=\"\/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, centralized tool so agents can access the right information more quickly, and customers can self-serve with ease. This results in <a href=\"\/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><p><img alt=\"data activity send messages\" src=\"https:\/\/www.cm.com\/cdn\/web\/data-activity-send-messages.png\"><\/p><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=\"\/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><strong>Assign queries to the right people<\/strong><\/li><\/ul><p>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><strong>Improved visibility <\/strong><\/li><\/ul><p>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=\"\/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><p><img alt=\"mobile service cloud ecommerce retail\" src=\"https:\/\/www.cm.com\/cdn\/web\/mobile-service-cloud-ecommerce-retail.png\"><\/p><ul><li><strong>Optimized customer service provision, from anywhere in the world<\/strong><\/li><\/ul><p>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><strong>Scalable to suit the changing needs of your business<\/strong><\/li><\/ul><p>Ambitious businesses grow and change over time. The best customer service software has the ability to 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=\"\/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.","created_at":"2021-10-06T07:00:28.000000Z","updated_at":"2021-10-08T06:26:27.000000Z","deleted_at":null}
{"id":10,"group_id":10,"localisations_l10n":"en","users_name":"system","status":"active","name":"Dedicated Short Code","slug":null,"description":"A dedicated short code 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).","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-14T05:26:22.000000Z","deleted_at":null}
{"id":3826,"group_id":56,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Digital Signature","slug":"what-is-digital-signature","description":"<p>A digital signature guarantees that an electronic document is authentic. It is an encrypted digital code appended to an electronic document to verify that it was created by a known source and has not been altered.<\/p>","title":"What is a Digital Signature?","text":"<p>A digital signature is the 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><p><img alt=\"legal signature\" src=\"https:\/\/www.cm.com\/cdn\/web\/legal-signature.svg\"><\/p><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>Digital Signature Vs. Electronic Signature<\/h2><p><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=\"\/blog\/electronic-signature-vs-digital-signature\/\">both signatures<\/a> are legally binding, <a href=\"\/sign\/\">electronic signatures replace traditional signatures<\/a>.<\/p><p><strong>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><p><strong>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><p><a href=\"\/sign\/\"><img alt=\"sign platform\" src=\"https:\/\/www.cm.com\/cdn\/web\/sign-platform.svg\"><\/a><\/p><p>Our <a href=\"\/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.","created_at":"2021-04-07T11:07:03.000000Z","updated_at":"2021-08-30T16:35:24.000000Z","deleted_at":null}
{"id":11,"group_id":11,"localisations_l10n":"en","users_name":"system","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. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":8,"group_id":8,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":9,"group_id":9,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":4417,"group_id":62,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Electronic Signature","slug":"what-is-electronic-signature","description":"<p>An <a href=\"\/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>","title":"What Is An Electronic Signature?","text":"<p>It allows a person to electronically add a signature to a digital contract or document within a secure setting. <\/p><p>E-signatures have been officially defined by the EU regulations on e-signatures (eIDAS) as \u201c<em>data 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><p>There are <a href=\"\/blog\/top-reasons-electronic-signatures\/\">many reasons<\/a> why e-signatures might be used in place of their traditional, handwritten counterparts. The <a href=\"\/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><p>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><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><p>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=\"\/blog\/electronic-signature-vs-digital-signature\/\">their meanings are not equal<\/a>.<\/p><p>The easiest way to distinguish between electronic and <a href=\"\/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><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><p>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><p><img alt=\"sign platform\" src=\"https:\/\/www.cm.com\/cdn\/web\/sign-platform.svg\"><\/p><p>Our <a href=\"\/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.","created_at":"2021-07-30T08:42:10.000000Z","updated_at":"2021-10-25T12:39:21.000000Z","deleted_at":null}
{"id":14,"group_id":14,"localisations_l10n":"en","users_name":"system","status":"active","name":"Email Campaigns","slug":null,"description":"<p>Within the <a href=\"\/mobile-marketing-cloud\/\">Mobile Marketing Cloud<\/a>, you'll find CM.com's <a href=\"\/email-campaigns\/\">Email Campaigns<\/a>: the perfect tool to create and personalize emails, easily A\/B-test those emails and send email campaigns in bulk.<\/p>","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-18T05:41:11.000000Z","deleted_at":null}
{"id":27,"group_id":27,"localisations_l10n":"en","users_name":"system","status":"active","name":"Email to SMS","slug":null,"description":"Mail SMS is an email to SMS app that converts standard emails into text messages. By using your own email client, turning email into SMS is as easy as sending an email. You can use every email program to send SMS messages from your Online SMS Gateway account.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-12T06:18:08.000000Z","deleted_at":null}
{"id":13,"group_id":13,"localisations_l10n":"en","users_name":"system","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 SMS messages. Examples of ESME\u2019s are voting systems or automated marketing messages. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":15,"group_id":15,"localisations_l10n":"en","users_name":"system","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. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5527,"group_id":76,"localisations_l10n":"en","users_name":"brechtje.vanhoutum","status":"active","name":"FAQ Chatbot","slug":"what-is-faq-chatbot","description":"<p>A FAQ chatbot can be used to automate answers to some of the more common questions your organization 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 a machine.<\/p>","title":"What is a FAQ chatbot?","text":"<p>FAQ (frequently asked questions) 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><p>Chatbots answering FAQs can take the form of either an AI or scripted chatbot, although scripted chatbots are more common in customer support and marketing settings. Scripted bots can carry out simple conversations with customers based on a predefined script. When a user sends a customer service query, the bot can reply with a predefined answer based on its script programming. As with other types of chatbots, the FAQ variant can escalate a query to a human agent if it\u2019s unable to resolve it to the customer\u2019s satisfaction.<\/p><p>With more advanced AI chatbot technology, you can create a Dynamic FAQ Module, where new FAQs are shown dynamically, with the best possible answer available. As a bot, it can determine the answers to more complex questions based on the format of the question and information held within your organization. For example, customers can ask the question in any form and the bot will search for the best answer in every database connected (whether this is the website, your catalog, or previously asked questions). It can recognize questions based on entities and intent. <\/p><h2>What are the benefits of a FAQ chatbot?<\/h2><p>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><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><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><p>Whether you\u2019d prefer a <a href=\"\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/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":"A FAQ chatbot can be used to automate answers to frequently asked customer questions. Read more about FAQ chatbots in our Glossary.","created_at":"2022-03-30T13:42:03.000000Z","updated_at":"2022-03-30T13:47:16.000000Z","deleted_at":null}
{"id":16,"group_id":16,"localisations_l10n":"en","users_name":"system","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. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":4927,"group_id":71,"localisations_l10n":"en","users_name":"chloe.nieuwdorp","status":"active","name":"General Admission Ticketing","slug":"what-is-general-admission-ticketing","description":"<p>General Admission Ticketing simply refers to the act of allocating <a href=\"\/ticketing\/\">tickets<\/a> for events with no assigned seat or specific area. Often referred to as \u2018standing tickets\u2019, event organizers are likely to make use of General Admission Ticketing, mainly thanks to its easy \u201cscan and go\u201d nature.<\/p>","title":"What Is General Admission Ticketing?","text":"<p>This is opposed to a \u2018<a href=\"\/glossary\/what-is-seated-ticketing\/\">seated ticketing<\/a>\u2019 booking, which refers to the act of allocating tickets for events with an assigned seat, for instance, where spectators have a dedicated place to observe the game. General Admission Ticketing is also more straightforward. As a self-service solution, you don\u2019t need any help arranging seating plans. <\/p><p>The <a href=\"\/ticketing\/festivals-events\/\">festival and live event market<\/a> are one of the main focuses for General Admission Ticketing due to the logistics and venues such events are held at, for example, large outdoor spaces and fields with multiple stages or \u2018tents\u2019 and a high capacity of event-goers.<\/p><h2>The Benefits of General Admission Ticketing<\/h2><p>The main <a href=\"\/blog\/e-ticketing-5-benefits\/\">benefits of using General Admission Ticketing<\/a> for your events are the simplicity, <a href=\"\/blog\/custom-is-the-new-standard-in-ticketing\/\">customization<\/a>, and flexibility on offer.<\/p><p>While it might sound like a time-consuming and complex process, designing your ticket shop with your branding and flow is a straightforward process. And that\u2019s all thanks to CM.com\u2019s software. Our user-friendly dashboard doesn\u2019t require any coding skills or the dexterity of developers, and there are no complicated APIs; everything is laid out and easy to follow. <\/p><h2>The Ticket Shop: More than Just Ticketing<\/h2><p>The CM.com ticket shop offers a variety of valuable features. First, it is very easy to <a href=\"\/blog\/custom-is-the-new-standard-in-ticketing\/\">customize the ticket shop<\/a> to your preference. This can be done by applying personalized designs and logos to pretty much anything throughout the ticket management process, including both the printed variety and mobile template of the ticket itself. For example, customize it by adding logos, uploading relevant images per ticket type or category, and even design your shop header and overall color themes. <\/p><p><img alt=\"ticketing branding identity\" src=\"https:\/\/www.cm.com\/cdn\/web\/ticketing-branding-identity.svg\"><\/p><p>This high level of customization also applies to event scheduling. For example, if an organizer is running an event that is split over different days - they have the option to create different ticket types and set pricing and availability depending on the date and time. Besides adding ticket types, you can also easily add other products in the shop, for example, merchandise, tokens, camping, and even parking tickets. If you add any of these extra products, you can easily structure and organize this by using a ticket flow. This refers to the extra available, which can provide ample opportunity for upselling and cross-sale.<\/p><p><img alt=\"Upselling & Cross Selling ticketing\" src=\"https:\/\/www.cm.com\/cdn\/web\/ticketing-upselling-cross-selling.svg\"><\/p><p>Equally, the addition of CM.com\u2019s real-time ticket sales insights can offer massive advantages in helping businesses see current revenues, sales figures and thus better strategize ahead of an event. <\/p><p>Another beneficial feature is the option to generate discount codes and voucher campaigns. Discount codes refer to the possibility to offer discounts as percentages and are tailored to specific individuals, for instance, if they\u2019ve purchased their tickets as a \u2018Friends and Family\u2019 customer. Voucher Campaigns refer to a fixed amount of discount and are relevant in the rare event of a delay or cancellation of a show or festival and customers are offered vouchers for their purchases. <\/p><p>These features are just the tip of the iceberg, but there are way more features in the ticket shop to fulfill the needs of organizers. You can discover them by <a href=\"\/ticketing\/\">visiting the website<\/a>, <a href=\"https:\/\/login.cm.com\/?returnUrl=https:\/\/www.cm.com\/app\/ticketing\/\">starting your shop<\/a>, or <a href=\"\/contact\/sales\/\">contacting sales<\/a>. <\/p><h2>Why Use CM.com\u2019s General Admission Ticketing Software<\/h2><p>CM.com\u2019s General Admission Ticketing software isn\u2019t just a stand-alone platform. What makes this product unique is that it works in conjunction with a suite of CM.com tools that integrate seamlessly. Together, they offer an experience you can\u2019t find anywhere else on the market. A valuable add-on is the <a href=\"\/mobile-marketing-cloud\/\">Mobile Marketing Cloud<\/a>. This enables organizers to gather data of their visitors via the <a href=\"\/customer-data-platform\/\">Customer Data Platform<\/a>. <\/p><p><img alt=\"rich-profile-ticketing\" src=\"https:\/\/www.cm.com\/cdn\/web\/rich-profile-ticketing.png\"><\/p><p>Once this customer data has been collected, it is this platform that can be utilized to send automated and personalized messages via <a href=\"\/campaigns\/\">SMS<\/a>, <a href=\"\/whatsapp\/\">WhatsApp<\/a> or <a href=\"\/email-campaigns\/\">e-mail<\/a>.<\/p><p>At CM.com, you only need one platform and one login. You can add more <a href=\"\/products\/\">products<\/a> as and when you need them to enrich your offering of services. Whether that\u2019s ticket sales, email campaigns, or gathering and analyzing the data of your customers for better engagement, it can be done easily, and from one place. <\/p><p>If you want to learn more about CM.com\u2019s General Admission Ticketing product and how it can work for your business, head over to our <a href=\"\/ticketing\/\">Ticketing page<\/a>.<\/p>","meta_title":"General Admission Ticketing - What Is it? | CM.com","meta_description":"General Admission Ticketing refers to the act of allocating tickets for events with no assigned seat or specific area. Read more in our Glossary.","created_at":"2021-10-18T14:43:23.000000Z","updated_at":"2021-10-19T08:11:53.000000Z","deleted_at":null}
{"id":18,"group_id":18,"localisations_l10n":"en","users_name":"system","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.com uses HLR for its Number Lookup feature, allowing you to verify number information and prevent fraud.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-13T15:29:17.000000Z","deleted_at":null}
{"id":19,"group_id":19,"localisations_l10n":"en","users_name":"system","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. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":20,"group_id":20,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5557,"group_id":75,"localisations_l10n":"en","users_name":"brechtje.vanhoutum","status":"active","name":"Internal Knowledge Base Chatbot","slug":"what-is-internal-knowledge-base-chatbot","description":"<p>An internal knowledge base chatbot allows you to hold a vast amount of internal company information in one place. This single source of truth is oftentimes based on the input of your customer-facing chatbot and will be optimized continuously by experts and customer service agents.<\/p>","title":"What Is an Internal Knowledge Base Chatbot?","text":"<p>With an internal knowledge base chatbot your entire company can find up-to-date information in one place. This dynamic database helps to always have the best possible answers available.<\/p><p>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><p>But internal knowledge bases are not only for new starters - experienced colleagues can benefit from the depth of information they provide. It\u2019s virtually impossible for one employee to hold all of the information at all times that they need to do their job, so an internal chatbot is a useful reference tool.<\/p><p>Knowledge leaving your business is also a concern, particularly in high-churn environments such as customer service. A dynamic internal knowledge base 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><p>A knowledge base chatbot can <a href=\"\/chatbot\/\">support employees in ways humans can\u2019t<\/a>, giving them the information they need to do their job effectively from day one. Some of the benefits include:<\/p><ul><li>Boost efficiency for new starters and experienced employees<\/li><li>Empowers teams to find correct responses fast<\/li><li>More consistent, unified customer experiences<\/li><\/ul><h2>How to Use an Internal Knowledge Base Chatbot?<\/h2><p>Many areas of your business could benefit from an internal knowledge base chatbot. Here are just a few:<\/p><p><strong>Internal Processes<\/strong><\/p><p>Sometimes the chatbot functionality is more intelligent than some internal systems. A dynamic internal knowledge base can improve legacy systems. Use it as one single source of truth to break down siloes. Improve your employee experience while improving customer experience. Every employee can look for an answer, check if it\u2019s correct, and get instructed on how to use this in their work \u2013 all from one system. This leads to the best answer - in any situation.<\/p><p><strong>Customer Service<\/strong><\/p><p>Looking up data in multiple systems is history \u2013 you can find everything in your knowledge base. Make sure your company starts working and updating the content in the knowledge base, then your agents and the bot will always have the best answer available. Both use the same data, leading to a more consistent, unified customer experience. Your customers and your <a href=\"\/departments\/customer-service\/\">customer service team<\/a> will be happy.<\/p><p><strong>Cross-functional Collaboration <\/strong><\/p><p>A dynamic knowledge base is not just for knowledge sharing; it can also improve cross-team collaboration. Give employees across departments one location to find, share, and update information. This will improve the visibility of what other teams are doing, leading to better understanding, greater collaboration, and new perspectives. <\/p><p><strong>HR & Onboarding<\/strong><\/p><p>Your chatbot can contain valuable internal information for your employees to access alongside external-facing information. Doing away with an oldfashioned employee handbook will drag your HR processes kicking and screaming into the 21st century.<\/p><h2>Examples of Internal Knowledge Base Success<\/h2><p>Many of our customers are using Conversational AI Cloud to build a chatbot for internal purposes. <a href=\"\/about-cm\/our-customers\/vattenfall\/\">Vattenfall<\/a> and <a href=\"\/about-cm\/our-customers\/vivid\/\">VIVID<\/a> have shared their experiences:<\/p><p><a href=\"\/about-cm\/our-customers\/vattenfall\/\"><img alt=\"vattenfall customer story\" src=\"https:\/\/www.cm.com\/cdn\/web\/vattenfall-customer-story.png\"><\/a><\/p><p><a href=\"\/about-cm\/our-customers\/vivid\/\"><img alt=\"CAIC vivid\" src=\"https:\/\/www.cm.com\/cdn\/web\/caic-customerstory-image-vivid.png\"><\/a><\/p><h2>How to Get Started With a Dynamic Internal Knowledge Base<\/h2><p><span style=\"color: var(--text-color); background-color: var(--input-bg);\">The best way to get started is to find out what your customers are currently asking. Are you already using a chatbot? Check those conversations. Otherwise, ask your customer service team. The most important step is to build your knowledge base. Get everyone working in it, and make it a fluid database - with always the most up-to-date information in there.<\/span><\/p><p>With Conversational AI Cloud you can build your own internal knowledge base chatbot. You can use the same database your consumer-facing chatbot is using.<\/p>","meta_title":"What is an internal knowledge base chatbot? | CM.com","meta_description":"An internal knowledge base chatbot allows you to hold information in one place. Read more about dynamic internal knowledge bases in our Glossary.","created_at":"2022-04-29T13:22:49.000000Z","updated_at":"2022-05-03T09:59:35.000000Z","deleted_at":null}
{"id":21,"group_id":21,"localisations_l10n":"en","users_name":"system","status":"active","name":"JSON","slug":null,"description":"JSON or JavaScript Object Notation is a standard text-based format for representing structured data based on JavaScript object syntax.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-22T05:45:16.000000Z","deleted_at":null}
{"id":5569,"group_id":77,"localisations_l10n":"en","users_name":"brechtje.vanhoutum","status":"active","name":"Live Event Chatbot","slug":"what-is-live-event-chatbot","description":"<p>A live event chatbot allows customers to get quick answers to their questions before, during, and after a live event. Moreover, it can enhance the experience of your visitors. Offer support, exclusive content, deals, entertainment, or notifications to not miss out on must-sees at the event.<\/p>","title":"What Is a Live Event Chatbot?","text":"<p>Event chatbots can have multiple purposes. Use it for customer service, purely informational, or enhance the event experience with added entertainment. Create a consistent experience across marketing, service, and sales conversations. <\/p><p>Live event chatbots can respond quickly and easily to all sorts of questions visitors ask about live events, giving agents more time to respond to complex questions or issues. <\/p><p>As well as automatically responding to frequently asked questions, an AI-powered chatbot can understand the context and recall detailed information in order to answer broader questions, creating a more conversational experience for consumers. It can use real-time data to give the best, personal responses \u2013 such as directing visitors to the stage where their favorite artist or speaker will perform, or to the toilets without queues. <\/p><p>Moreover, you can also make your bot transactional - enabling customers to buy tickets and merchandise or to change their data.<\/p><p><a href=\"\/chatbot\/\"><img alt=\"chatbot transactional\" src=\"https:\/\/www.cm.com\/cdn\/web\/chatbot-transactional.png\"><\/a><\/p><p>The event bot can deal with the whole experience, only handing off to customer service agents when a query is escalated to a level the virtual assistant can no longer manage or when the customer requests human support. <\/p><p>A <a href=\"\/nl-nl\/over-cm\/onze-klanten\/formula1-dutch-grand-prix\/\">successful example of a live event chatbot<\/a> is the Race Engineer of the Formula 1 Heineken Dutch Grand Prix.<\/p><h2>Typical Live Event Chatbot Questions <\/h2><p>How can I travel to the event? <\/p><p>Where can I find my tickets? <\/p><p>Which stage should I go right now?<\/p><h2>What Are the Benefits of a Live Event Chatbot?<\/h2><p>A chatbot can surprise your visitors before, during, and after the event; offering exclusive content, deals, entertainment, or notifications to not miss out on must-sees at the event. A bot can also save you and your visitors a lot of time. With personalized conversations, you can support your visitors and gather instant feedback \u2013 without having to wait for the event to wrap up. <\/p><p>An enhanced experience benefits your event in the long-term, creating positive sentiment and encouraging your visitors to buy tickets again. <\/p><p>Save Time, Effort, and Resources. A chatbot helps visitors, taking work off your hands. It can also gather data and insights. <\/p><h2>How to Get Started With a Live Event Chatbot<\/h2><p>Start thinking about how a virtual assistant can enhance your event experience. What should the bot be able to do? Next question: where can visitors find it? You can deploy the same bot on any channel: in your event app, on the website, or via WhatsApp for example. Or <a href=\"\/conversational-ai-cloud\/voicebots\/\">deploy it on your IVR as a voicebot<\/a> to take the strain off your call center. <\/p><p>By answering these questions, you create your event bot strategy. Then you can start building. <\/p><p>Whether you\u2019d prefer a <a href=\"\/mobile-service-cloud\/scripted-chatbot\/\">simple bot<\/a> or a <a href=\"\/conversational-ai-cloud\/\">smart AI chatbot<\/a>, you can build it with the software of 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","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.","created_at":"2022-05-03T08:29:29.000000Z","updated_at":"2022-05-03T09:47:15.000000Z","deleted_at":null}
{"id":22,"group_id":22,"localisations_l10n":"en","users_name":"system","status":"active","name":"Long Code (Long Number)","slug":"what-is-long-code-long-number","description":"<p>A Long Code or Long Number is a standard-length (10-digits) virtual phone number that can be used by businesses to <a href=\"\/two-way-messaging\/\">send and receive SMS<\/a> and MMS messages, or to make and receive voice calls. They are cheaper to use than short codes.<\/p>","title":"What is a Long Code or Long Number?","text":"<p>Unlike Short Codes, <a href=\"\/blog\/how-to-choose-between-short-code-or-long-number-the-5-main-differences\/\">the biggest differentiator of a Long Number<\/a> is the ability to use it for communicating internationally. Whereas Short Codes are limited to domestic\/national communications via messaging.<\/p><p>Long Numbers are typically 10+ digits long and are much more challenging to memorize\/recognize than <a href=\"\/glossary\/what-is-short-code\/\">short codes<\/a>. 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. short code 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 humanized\/personal.<\/li><\/ol><h2>Who Uses Long Codes?<\/h2><p>Long numbers enable businesses to own their own unique number, <a href=\"\/glossary\/what-is-short-code\/\">unlike short codes<\/a> which are commonly purchased as a shared short code vs dedicated short code, which are used among many other businesses.<\/p><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=\"\/sms\/\">SMS text messages<\/a> 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><p>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><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=\"\/voice\/\"> voice\/calling<\/a>.<\/li><\/ol><p>Alternatively, Long Numbers he<a href=\"\/voice\/\">\ufeff<\/a>lp 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><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><p>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><p><a href=\"\/register\/\"><strong>Create a free platform account and easily request your Number in our Dasboard<\/strong><\/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.","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-08-30T16:32:03.000000Z","deleted_at":null}
{"id":4840,"group_id":68,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Marketing Automation","slug":"what-is-marketing-automation","description":"<p>Marketing automation refers to the use of software and technology to automate and enhance marketing activities, such as <a href=\"\/email-campaigns\/\">email campaigns<\/a>, <a href=\"\/campaigns\/\">SMS campaigns<\/a>, social media ad campaigns, chatbot conversations, tracking, <a href=\"\/blog\/a-b-testing-emails\/\">A\/B testing<\/a>, and more.<\/p>","title":"What is Marketing Automation?","text":"<p>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><p>Marketing automation software allows you to <a href=\"\/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><p><img alt=\"marketing notification\" src=\"https:\/\/www.cm.com\/cdn\/web\/marketing-notification.png\"><\/p><p>When you use marketing automation software in this way, you can tap into behavioral 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><p>There are several benefits to automating your everyday marketing processes, including: <\/p><ul><li><strong>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 higher-level strategy \u2013 something that most marketers find a lot more rewarding. <\/li><li><strong>Meet lead and customer needs 24\/7:<\/strong> there\u2019s 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 personalized discount to visitors about to leave your site without buying. <\/li><li><strong>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=\"\/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><strong>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 to Get Started With Marketing Automation <\/h2><p>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><p><img alt=\"data activity send messages\" src=\"https:\/\/www.cm.com\/cdn\/web\/data-activity-send-messages.png\"><\/p><p>Start seeing similar results with <a href=\"\/mobile-marketing-cloud\/\">CM.com\u2019s Mobile Marketing Cloud<\/a> 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 centralize data on leads and customers and create personalized, <a href=\"\/mobile-marketing-cloud\/omnichannel\/\">omnichannel marketing campaigns<\/a> that target your customers across their favorite 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.","created_at":"2021-09-21T09:07:58.000000Z","updated_at":"2021-11-01T07:41:56.000000Z","deleted_at":null}
{"id":23,"group_id":23,"localisations_l10n":"en","users_name":"system","status":"active","name":"MCCMNC","slug":null,"description":"The dedicated code with which particular mobile operators are identified. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":24,"group_id":24,"localisations_l10n":"en","users_name":"system","status":"active","name":"MNO","slug":null,"description":"Mobile Network Operators such as Vodafone, China Mobile and Airtel. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":25,"group_id":25,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":3835,"group_id":59,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Mobile Commerce","slug":"what-is-mobile-commerce","description":"<p>Mobile commerce (also known as mcommerce 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>","title":"What is Mobile Commerce?","text":"<h2>Why Use Mobile Commerce?<\/h2><p>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 behavior.<\/p><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><p><img alt=\"mobile payment methods\" src=\"https:\/\/www.cm.com\/cdn\/web\/mobile-payment-methods.png\"><\/p><h2>Types of Mobile Commerce<\/h2><p>Let\u2019s review the three types of mobile commerce: <\/p><ol><li>Mobile shopping<\/li><li>Mobile payments<\/li><li>Mobile banking<\/li><\/ol><p><strong>1. Mobile Shopping<\/strong><\/p><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><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><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><p><strong>2. Mobile Payments<\/strong><\/p><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><p><img alt=\"payment links\" src=\"https:\/\/www.cm.com\/cdn\/web\/payment-links.svg\"><\/p><p><u>Mobile Wallets<\/u><\/p><p>A <a href=\"\/payments\/payment-methods\/#fc43ae19\">mobile wallet<\/a> 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><p><u>Closed-Loop Mobile Payments<\/u><\/p><p>Closed-loop mobile payments resemble mobile wallets, but use a dedicated mobile app to link to a single brand or store. <a href=\"\/payments\/payment-methods\/credit-cards\/\">Credit cards<\/a> like American Express, Mastercard, and Visa, which are accepted at various retailers, are called open-loop cards.<\/p><p><u>Money Transfer Apps<\/u><\/p><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><p><strong>3. Mobile Banking<\/strong><\/p><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><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 behavior, and identity theft attempts.<\/p><h2>Advantages of Mobile Commerce<\/h2><ul><li><strong>Offer 24\/7 Convenience<\/strong><\/li><\/ul><p>Customers can shop anytime and from anywhere. With mobile commerce, your online store never closes. The rise of <a href=\"\/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><strong>Speed Customers to Checkout<\/strong><\/li><\/ul><p>Mcommerce sites often load faster than standard eCommerce sites due to mobile optimization 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=\"\/conversational-channels\/\">various mobile channels<\/a> to entice customers to buy with a single click.<\/p><ul><li><strong>Personalize Your Customer Experience <\/strong><\/li><\/ul><p>Through location tracking and <a href=\"\/glossary\/what-is-push-notification\/\">personalized 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=\"\/push\/\">push notification<\/a>, 54% of users convert from segmented notifications, while only 15% convert from generalized broadcast messages. <\/p><ul><li><strong>Keep Customers Informed<\/strong><\/li><\/ul><p>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=\"\/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><p><img alt=\"messaging channels\" src=\"https:\/\/www.cm.com\/cdn\/web\/blog\/content\/omni-channel.png\"><\/p><ul><li><strong>Embrace Omnichannel Marketing<\/strong><\/li><\/ul><p>Does your business sell online and offline? If you sell on your own 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><p>With an <a href=\"\/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.","created_at":"2021-04-15T06:34:51.000000Z","updated_at":"2021-08-30T16:11:25.000000Z","deleted_at":null}
{"id":4414,"group_id":61,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Mobile Marketing Cloud","slug":null,"description":"<p>CM.com's <a href=\"\/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>","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-07-19T12:30:04.000000Z","updated_at":"2021-08-30T12:22:52.000000Z","deleted_at":null}
{"id":28,"group_id":28,"localisations_l10n":"en","users_name":"system","status":"active","name":"Mobile Originated (MO)","slug":null,"description":"Mobile communication where the message is sent from an end user to an application.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":29,"group_id":29,"localisations_l10n":"en","users_name":"system","status":"active","name":"Mobile Terminated (MT)","slug":null,"description":"Mobile communications where the message is sent from an application to an end user.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":26,"group_id":26,"localisations_l10n":"en","users_name":"system","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. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":30,"group_id":30,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":31,"group_id":31,"localisations_l10n":"en","users_name":"system","status":"active","name":"Numeric Sender ID","slug":null,"description":"These sender IDs consist of solely numeric characters. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":4423,"group_id":63,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Omnichannel Marketing","slug":"what-is-omnichannel-marketing","description":"<p><a href=\"\/mobile-marketing-cloud\/omnichannel\/\">Omnichannel marketing<\/a> is the integration and cooperation of the various channels that an organization uses to interact with consumers, with the goal of creating a consistent brand experience and interacting with consumers in a seamless way.<\/p>","title":"What Is Omnichannel Marketing?","text":"<p>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><p>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 own terms, while still offering many opportunities for fulfillment, 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><p><img alt=\"omnichannel mobile marketing cloud\" src=\"https:\/\/www.cm.com\/cdn\/web\/omnichannel-mobile-marketing-cloud.png\"> <\/p><p><strong>An example of omnichannel marketing could be: <\/strong><\/p><ul><li>A visitor receiving an <a href=\"\/blog\/voice-campaigns-top-marketing-use-cases\/\">automated voice message<\/a> of their favorite artist telling the ticket sale of his concert has started after subscribing to the presale online; <\/li><li>a <a href=\"\/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 favorite drink; <\/li><li>or a <a href=\"\/blog\/getting-smart-with-customer-loyalty-4-practical-sms-tips\/\">person receiving an SMS<\/a> with a coupon for their next in-store purchase. <\/li><\/ul><h2>Why Might You Need An Omnichannel Marketing Strategy? <\/h2><p>In order 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=\"\/customer-data-platform\/\">eliminating siloed interactions<\/a>. <\/p><p>The integration of a strategy is vital in order to meet the expectations of customers, who anticipate a seamless and consistent experience in every channel. <\/p><p>In fact, 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><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><p><img alt=\"customer contact channels\" src=\"https:\/\/www.cm.com\/cdn\/web\/blog\/content\/customer-contact-channels.png\"> <\/p><p>However, <a href=\"\/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><p>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><p>By connecting with customers through a more personalized experience, omnichannel marketing can not only keep businesses relevant and competitive in a crowded market, but<a href=\"\/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><p>With the <a href=\"\/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><p>You can also send hyper-personalized campaigns anytime, anywhere with our <a href=\"\/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.","created_at":"2021-08-03T06:25:04.000000Z","updated_at":"2021-08-30T16:21:40.000000Z","deleted_at":null}
{"id":32,"group_id":32,"localisations_l10n":"en","users_name":"system","status":"active","name":"One Time Password","slug":"what-is-one-time-password","description":"<p>A <a href=\"\/one-time-password\/\">One Time Password<\/a> or OTP is a string of characters or numbers automatically generated to be used for one single login attempt. One Time Passwords will minimize the risk of fraudulent login attempts and thus the risk of stolen data.<\/p>","title":"What is a One Time Password?","text":"<h2>Why Would You Use One Time Passwords?<\/h2><p>The general idea of a One Time Password is to add a second layer of authentication in order to stay ahead of cybercrime and protect your organization against catastrophic effects of fraud on your business.<\/p><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>One Time Password Examples<\/h2><p><strong>One Time Password as SMS Message<\/strong><\/p><p>Originally, most OTP\u2019s were sent as <a href=\"\/sms\/\">SMS messages<\/a>. 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><p><img alt=\"one time password sms\" src=\"https:\/\/www.cm.com\/cdn\/web\/otp-sms.svg\"><\/p><p><strong>One Time Password as Voice Message<\/strong><\/p><p>An alternative to a One Time Password via SMS is <a href=\"\/voice\/\">Voice<\/a>. 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><p><img alt=\"one time password voice message\" src=\"https:\/\/www.cm.com\/cdn\/web\/otp-voice.svg\"><\/p><p><strong>One Time Password as Push Notification<\/strong><\/p><p>The Two-factor Authentication process using One Time Passwords via <a href=\"\/push\/\">Push<\/a> 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 in 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>Industries that Benefit From One Time Passwords<\/h2><p>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><a href=\"\/industries\/financial-services\/\">Financial Services<\/a><\/li><li><a href=\"\/industries\/government\/\">Government<\/a><\/li><li>Defense<\/li><li>Consumer electronics<\/li><li>Commercial security<\/li><li>Travel and immigration<\/li><li><a href=\"\/industries\/healthcare\/\">Healthcare<\/a><\/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!","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2022-05-09T05:18:09.000000Z","deleted_at":null}
{"id":4831,"group_id":66,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Online Identification","slug":"what-is-online-identification","description":"<p>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>","title":"What is Online Identification?","text":"<p>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><p>Today, 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><p><img alt=\"online verification\" src=\"https:\/\/www.cm.com\/cdn\/web\/online-verification.png\"><\/p><p>Although the terms identification, verification, and authentication are sometimes used interchangeably, they are actually 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><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><strong>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 in order 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><strong>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=\"\/one-time-password\/\">two-factor authentication<\/a> to verify an individual\u2019s identity. Unlike digital solutions that only require a username-password pair in order 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 <a href=\"\/blog\/two-factor-authentication-how-does-it-work-why-do-we-need-it\/\">part of a two-factor authentication approach<\/a>. <\/li><\/ul><p><img alt=\"one time password mobile phone\" src=\"https:\/\/www.cm.com\/cdn\/web\/large\/one-time-password.svg\"><\/p><ul><li><strong>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 <a href=\"\/idin\/\">iDIN<\/a>, 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 <a href=\"\/about-cm\/our-customers\/nederlandse-loterij-idin\/\">user wants to play the Dutch Lottery<\/a>, 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><p><img alt=\"idin logo\" src=\"https:\/\/www.cm.com\/cdn\/web\/icon\/idin.svg\"><\/p><ul><li><strong>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><p>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, <a href=\"\/industries\/healthcare\/\">healthcare providers<\/a>, 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><p>As well as solidifying trust in online services, online identification provides <a href=\"\/blog\/benefits-of-using-multi-factor-authentication\/\">several other benefits<\/a>. 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><p>At CM.com, we use <a href=\"\/idin\/\">iDIN<\/a>, and a number of other <a href=\"\/one-time-password\/\">online identification tools<\/a> to ensure businesses and consumers can enjoy the benefits of the digital economy in a simple and secure manner. <\/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.","created_at":"2021-09-20T07:32:00.000000Z","updated_at":"2021-09-20T08:57:55.000000Z","deleted_at":null}
{"id":33,"group_id":33,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":34,"group_id":34,"localisations_l10n":"en","users_name":"system","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. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":35,"group_id":35,"localisations_l10n":"en","users_name":"system","status":"active","name":"Payment Service Provider","slug":"what-is-payment-service-provider","description":"<p>A payment service provider (PSP) refers to a third-party solution that enables businesses to accept a variety of <a href=\"\/payments\/payment-methods\/\">online payment methods<\/a> by connecting them to the broader financial system. <\/p>","title":"What is a Payment Service Provider","text":"<p><a href=\"\/payments\/\">Payment service providers<\/a> facilitate payment transactions between eCommerce and mCommerce merchants and their customers. From the moment a customer enters their payment details to the second the funds clear in the merchants\u2019 account, the payment service provider works on their behalf with banks, card schemes, and payment platforms to make sure the payment is processed, and the transaction goes through successfully.<\/p><p>Payment service providers bring each party in the chain together, including the merchants, customers, banks, card networks, and payment platforms. This helps ensure a fast, seamless, and secure payment experience for businesses and their customers.<\/p><p><br><\/p><p><img alt=\"payments acceptance process CM.com\" src=\"https:\/\/www.cm.com\/cdn\/web\/payments-acceptance-process-cm.png\"><\/p><p><br><\/p><p>A payment service provider manages the payment process in its entirety:<\/p><ul><li>A customer attempts to pay for an item or service online (for example with a credit card)<\/li><li>Transaction details are sent to the acquiring bank (merchants bank), its role is to exchange funds with the issuing bank (customers bank) and ensure that the merchant receives their payment<\/li><li>The transaction details are then passed over to the credit card network \u2013 such as MasterCard, Visa, or iDEAL<\/li><li>These transaction details are sent to the issuing bank, which decides whether to approve the payment based on e.g. the buyer\u2019s financial status and 3DS consent<\/li><li>The issuing bank passes on their decision to the credit card network, which passes it onto the acquiring bank<\/li><li>Following payment authorization, the issuing bank sends funds to the card network<\/li><li>The card network then passes funds to the acquiring bank, which then deposits them into the payment service provider\u2019s merchant account<\/li><li>The payment service provider then notifies the business and customer that the payment has been completed<\/li><li>Finally the payment service provider pays the amounts received towards their merchant<\/li><\/ul><h2>Why Use a Payment Service Provider?<\/h2><p>You can use a payment service provider to accept a range of payments from your customers via one gateway including debit cards, credit cards, mobile wallet payments, and more. The majority of payment service providers provide both local and global payment methods and accept payments in a range of currencies \u2013 making them a secure and effective way to <a href=\"\/blog\/how-to-optimize-your-cross-border-payments-experience\/\">accept payments from customers around the world<\/a>.<\/p><p><br><\/p><p><img alt=\"mobile payment methods\" src=\"https:\/\/www.cm.com\/cdn\/web\/mobile-payment-methods.png\"><\/p><h2>What Are the Benefits of a Payment Service Provider?<\/h2><p>Additional benefits you\u2019ll experience when using payment service providers: <\/p><ul><li>Online payment transactions are swift, secure, and efficient <\/li><li>Payment service providers are cost-effective, they typically offer affordable rates to merchants<\/li><li>Simplicity: you have one basic contract and access to a wide variety of payment methods<\/li><li>Customers have a range of online payment methods to choose from, making it easier for them to find the ideal way to pay for them<\/li><li>Payment service providers cut admin time for businesses<\/li><li>They offer cost-efficient security (such as PCI compliance)<\/li><li>Payment service providers also identify any potential instances of fraud<\/li><li>The ability to accept global payments in a range of currencies<\/li><\/ul><h2>Get Started<\/h2><p>Get access to a range of online payment methods and solutions and ensure secure, fast, and affordable payment transactions with a payment service provider. Payment service providers dial back your admin time, making them a no-brainer for your payment transactions.<\/p><p>Read how to <a href=\"\/blog\/how-to-choose-the-right-payment-service-provider\/\">choose the right payment service provider<\/a> for your business.<\/p>","meta_title":"What is a Payment Service Provider (PSP)","meta_description":"A payment service provider (PSP) refers to a third-party solution that enables businesses to accept a variety of online payment methods.","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-27T14:59:12.000000Z","deleted_at":null}
{"id":36,"group_id":36,"localisations_l10n":"en","users_name":"system","status":"active","name":"Push Notification","slug":"what-is-push-notification","description":"<p><a href=\"\/push\/\">Push notifications<\/a> are brief alerts triggered by an application. They are an effective way to communicate important information to customers. You can still deliver push notifications, even when the customer doesn\u2019t have your app open.<\/p>","title":"What is a Push Notification?","text":"<p>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><p><a href=\"\/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><p>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>Differences Between Push Notification and SMS Message<\/h2><p>While push notifications and <a href=\"\/sms\/\">SMS messaging<\/a> 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><p>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 <a href=\"\/blog\/go-beyond-160-characters-in-sms-marketing\/\">character limits are longer<\/a>. 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><img alt=\"push vs sms\" src=\"https:\/\/www.cm.com\/cdn\/web\/blog\/content\/push-vs-sms.svg\"><\/p><p>That said, push notifications are easier to manage from an opt-in standpoint. <\/p><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><p>With SMS, recipients must provide express <a href=\"\/blog\/opt-in-text-messaging\/\">written consent and opt-in<\/a> before your business can send them SMS messages. That\u2019s a huge barrier to entry.<\/p><p><strong>Still confused? We\u2019ve put all the advantages and disadvantages clearly in line.<\/strong><\/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><p>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.","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-25T06:24:08.000000Z","deleted_at":null}
{"id":5530,"group_id":81,"localisations_l10n":"en","users_name":"brechtje.vanhoutum","status":"active","name":"Returns & Where Is My Order (WISMO) Chatbots","slug":"what-are-returns-wismo-chatbots","description":"<p>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>","title":"What Are Returns and Wismo Chatbots?","text":"<p>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 in <a href=\"\/industries\/retail-ecommerce\/\">eCommerce<\/a> after any returns process is that the customer comes back the following week and spends twice as much. <\/p><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><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><p><a href=\"\/blog\/six-ways-chatbots-can-revolutionize-retail-ecommerce\/\">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><p>Whether you\u2019d prefer a <a href=\"\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/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","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.","created_at":"2022-03-30T13:54:09.000000Z","updated_at":"2022-05-03T10:02:23.000000Z","deleted_at":null}
{"id":38,"group_id":38,"localisations_l10n":"en","users_name":"system","status":"active","name":"SDK","slug":null,"description":"A Software Development Kit (SDK) is a collection of tools that allow you to build your own software with implemented CM.com.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-14T05:27:20.000000Z","deleted_at":null}
{"id":4834,"group_id":67,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Seated Ticketing","slug":"what-is-seated-ticketing","description":"<p>Seated Ticketing simply refers to the act of allocating <a href=\"\/ticketing\/\">tickets<\/a> for events with an assigned seat, for example, at a football stadium or tennis championship so that spectators have a dedicated place to observe the game. This is opposed to a \u2018general admission\u2019 booking.<\/p>","title":"What Is Seated Ticketing?","text":"<p>For instance, which would usually be referred to as a \u2018standing ticket\u2019 \u2013 especially at a concert, or when accessing an event like a festival where event-goers wouldn\u2019t be allocated a specific seat. <\/p><p>The <a href=\"\/industries\/leisure-travel\/sport\/\">sports industry<\/a> is the biggest focus for Seated Ticketing due to <a href=\"\/blog\/sports-clubs-further-digitize\/\">the nature of sporting events<\/a>, the capacity they require, and the venues in which they are held, for example, stadiums, where the only type of allocation available is seated. <\/p><h2>What Are the Benefits of Seated Ticketing <\/h2><p>The main benefits associated with Seated Ticketing boil down to the level of customization, control, and flexibility on offer. Whether that\u2019s mostly related to capacity, logistics, or pricing, it\u2019s about delivering experiences for visitors with as little disappointment as possible. <\/p><p><img alt=\"seated ticketing platform\" src=\"https:\/\/www.cm.com\/cdn\/web\/seated-ticketing-platform.svg\"><\/p><p>With CM.com\u2019s Seated Ticketing product, organizers can sell tickets for their events based on a seat map, which they can create themselves and personalize to their specific needs. For example, it may be required to set different pricing for the seating at a venue depending on their location and view of the event. This can be customized, too, with the option to set tiered pricing or charge the same price for all seats, if preferred. <\/p><p class=\"ql-align-right\"><a href=\"\/glossary\/what-is-ticketing\/\"><strong>What is Ticketing? Read it here<\/strong><\/a><\/p><p>Such personalization also applies to event scheduling. If an event takes place over the course of multiple days, pricing and availability can be determined for seating allocation depending on the day or time, with the option to publish different ticket sales pages on the organizer\u2019s shop website, accordingly. <\/p><p>Organizers can opt for automatic placements - meaning those purchasing tickets are allocated a seat at random - or decide to let them choose their own from the seat map. They can also <a href=\"\/blog\/custom-is-the-new-standard-in-ticketing\/\">add their own branding to their ticket shop<\/a>, adding color, logos, or any relevant images. <\/p><h2>Why Use CM.com\u2019s Seated Ticketing Software? <\/h2><p>Seated Ticketing software isn\u2019t just about customizing seat maps, pricing, and allocation. <\/p><p>What makes this product unique is that it works in conjunction with a suite of CM.com tools that integrate together seamlessly to offer an experience that competitors cannot. The integration of <a href=\"\/customer-data-platform\/\">CM.com\u2019s Customer Data Platform<\/a> (CDP) enables you to <a href=\"\/blog\/why-event-organizers-should-own-and-manage-their-data\/\">gather the data of your supporters<\/a>. This can be utilized to send automated, personalized messages. This way, you are able to keep supporters up-to-date thanks to <a href=\"\/mobile-marketing-cloud\/\">Mobile Marketing Cloud<\/a> via for example <a href=\"\/whatsapp\/\">WhatsApp Business<\/a>, <a href=\"\/sms\/\">SMS<\/a>, and <a href=\"\/email-campaigns\/\">Email<\/a>. Event organizers can set up a flow so that spectators are kept up-to-date and sent relevant information before, on, and after the day of the event. <\/p><p><img alt=\"ticketing sport seated ticketing\" src=\"https:\/\/www.cm.com\/cdn\/web\/sport-seated-ticketing.png\"><\/p><p>At CM.com, you only need <a href=\"\/register\/\">one platform and one login<\/a>. You can add more products as and when you need them to enrich your offering of services. Whether that\u2019s ticket sales, email campaigns, or gathering and analyzing the data of your customers for better engagement, it can be done easily, and from one place. <\/p><p>If you want to learn more about CM.com\u2019s Seated Ticketing product and how it works, head over to our <a href=\"\/ticketing\/\">Ticketing page<\/a>. Or, if you\u2019re specifically interested in ticketing for sporting events, visit our <a href=\"\/ticketing\/sport\/\">Ticketing page for sport, events & unions<\/a>.<\/p>","meta_title":"Seated Ticketing - What Is it and What Are the Benefits? | CM.com","meta_description":"Seated Ticketing simply refers to the act of allocating tickets for events with an assigned seat. Read more about Seated Ticketing in our Glossary.","created_at":"2021-09-20T09:01:11.000000Z","updated_at":"2022-04-19T08:10:14.000000Z","deleted_at":null}
{"id":44,"group_id":44,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":45,"group_id":45,"localisations_l10n":"en","users_name":"system","status":"active","name":"Short Code","slug":"what-is-short-code","description":"<p>A short code is a specialized 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=\"\/two-way-messaging\/\">sending and receiving SMS<\/a> (and MMS) messages to mobile phones.<\/p>","title":"What is a Short Code?","text":"<h2>How to Use Short Codes?<\/h2><p>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 specialized five to six-digit phone number used in <a href=\"\/sms\/\">one-way SMS<\/a> 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><p><img alt=\"two way messaging short codes\" src=\"https:\/\/www.cm.com\/cdn\/web\/two-way-messaging-short-codes.svg\"><\/p><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=\"\/glossary\/what-is-long-code-long-number\/\">long numbers<\/a>, full-length phone numbers used to send and receive text messages and calls. <\/p><h2>Different Types of Short Codes<\/h2><p>There are two types of short codes: shared short codes and dedicated short codes. <\/p><ul><li><strong>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><p>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><strong>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><p>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><p><strong>Within dedicated short codes, there are two subsets: random short codes and vanity short codes.<\/strong><\/p><ul><li><strong>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><strong>Vanity short codes<\/strong> are customized 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=\"\/campaigns\/\">Mobile marketing campaigns<\/a><\/li><li><a href=\"\/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><p>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><p><a href=\"\/register\/\"><strong>Create a free platform account and easily request your Number or Keyword in our Dasboard<\/strong><\/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.","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-08-30T16:33:08.000000Z","deleted_at":null}
{"id":39,"group_id":39,"localisations_l10n":"en","users_name":"system","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.) ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":40,"group_id":40,"localisations_l10n":"en","users_name":"system","status":"active","name":"SIP Trunk","slug":"what-is-sip-trunk","description":"<p>SIP trunking is a type of <a href=\"\/blog\/the-benefits-of-voip-for-business\/\">Voice over Internet Protocol (VoIP)<\/a> technology that lets businesses make calls over a data connection rather than a traditional phone line.<\/p>","title":"What Is a SIP Trunk","text":"<p>Essentially, a <a href=\"\/voice\/sip-trunk\/\">SIP trunk<\/a> is the virtual version of an ISDN phone line and enables organizations to upgrade their existing PBX infrastructure to use VoIP functionalities. This technology is becoming increasingly popular as the need for analog lines becomes redundant for many businesses who have migrated their traditional office telephony setup to a more flexible, scalable environment.<\/p><p>\u2018SIP\u2019, which is short for Session Initiation Protocol, is an application layer protocol that lets you run your phone system over an internet connection as opposed to legacy systems and traditional phone lines. A \"trunk\" is a line or link that carries signals and connects nodes in a communications system \u2013 in other words, a pipe that carries the data channels inside it to connect two locations. <\/p><p><img alt=\"SIP Trunking\" src=\"https:\/\/www.cm.com\/cdn\/web\/sip-trunking-cm.svg\"><\/p><h2>How Does SIP Trunking Work<\/h2><p>A SIP trunk is, in essence, a digital alternative to the analog phone line that many businesses historically used to make phone calls. SIP allows organizations to connect one, twenty, up to thousands of concurrent channels directly to an IP-enabled Private Branch Exchange (PBX), enabling those within the company to make long-distance phone calls via the internet. SIP trunks utilize a packet switch network, in which voice calls are broken down into digital packets and sent across a network to the final destination.<\/p><p>While for landlines a session simply consists of voice signals, SIP allows companies to transmit and receive different types of data such as voice, images, videos, documents, and other forms of media. <\/p><h2>What Is a SIP Trunk Provider<\/h2><p>A <a href=\"\/voice\/sip-trunk\/\">SIP Trunk provider<\/a> allows businesses to connect their in-house IP PBX systems to the PSTN (Public Switched Telephone Network). Company\u2019s use SIP Trunk Providers to make outbound calls and receive inbound calls. Many providers offer much more than that. CM.com\u2019s Voice Management app, for example, lets you scale up whenever you want using a convenient cloud interface, easily manage and monitor your outbound and inbound calls, and observe real-time insight into your voice data, including volume, destinations, cost, and quality statistics.<\/p><h2>What Are the Benefits of SIP Trunking<\/h2><p><strong>Low Call Charges<\/strong><\/p><p>SIP trunking allows telephone calls to be made over the internet. The most efficient route is chosen and there is no need to set up a dedicated line over the PSTN for the duration of the call. Compared to calls made over traditional telephone lines, this approach saves resources and significantly reduces call charges.<\/p><p><strong>Quick and Easy Implementation of VoIP <\/strong><\/p><p>SIP trunks are easy to install and configure. Companies can benefit from VoIP advantages such as flexibility and cost savings - without restrictions or cuts to their business processes.<\/p><p><strong>Maximum Investment of Existing Infrastructure<\/strong><\/p><p>SIP trunking allows businesses to use their existing non-IP infrastructure - including PBX equipment - for as long as possible, in turn enabling them to maximize their investment.<\/p><p><strong>Lower Infrastructure Requirements and Costs<\/strong><\/p><p>SIP trunking makes it possible to move to cloud-based PBXs, which reduces the need for in-house hardware, software, and support.<\/p><p><strong>Future-Proof Telephony<\/strong><\/p><p>With SIP trunking, the upcoming ISDN switch-off can't hurt businesses because they have the option to upgrade their infrastructure from ISDN-dependent PBXs to VoIP-enabled systems. By making your telephone system fit for VoIP today, you can ensure that you will be able to maintain your usual work processes even after ISDN is switched off.<\/p>","meta_title":"What is SIP Trunking","meta_description":"SIP trunking is a type of Voice over Internet Protocol technology that lets businesses make calls over a data connection rather than a phone line.","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-10-27T10:51:53.000000Z","deleted_at":null}
{"id":3832,"group_id":58,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"SMS API","slug":"what-is-sms-api","description":"<p>An <a href=\"\/sms\/sms-gateway-api\/\">SMS API<\/a> is a type of API that allows your business to integrate SMS (Short Message Service) messaging into your existing software platforms. SMS APIs enable you to send or receive SMS messages quickly and easily through any website or application.<\/p>","title":"What is an SMS API?","text":"<p>An SMS API makes it possible for your business to operate 24\/7, providing <a href=\"\/blog\/how-sms-improves-customer-experience-digital-services\/\">customer notifications and information<\/a> even outside business hours. <\/p><p>Manual systems like email often require hands-on operations, slowing you down and making your business communications seem inconvenient and antiquated to customers. Relying on human intervention to handle routine transactions increases the likelihood of unnecessary errors and drains resources better used elsewhere.<\/p><h2>How Does an SMS API Work?<\/h2><p>SMS APIs <a href=\"\/blog\/how-to-choose-the-right-sms-gateway-api-direct-operator-connections\/\">connect telecom carriers<\/a> to the internet, avoiding the necessity of using a platform or software \u201cmiddleman\u201d to affect this functionality. After you integrate an SMS API, logging in manually to send SMS messages becomes a thing of the past. API protocols enable you to send SMS messages automatically, saving time and money.<\/p><p><img alt=\"api vs webapp\" src=\"https:\/\/www.cm.com\/cdn\/web\/api-vs-webapp.svg\"><\/p><p>The advantage of using an SMS API over web-based applications is that they don\u2019t require an internet connection. As long as a user has cell phone access, they can receive your messages. <\/p><p>Remember, a user must <a href=\"\/blog\/sending-international-sms-country-specific-rules-regulations-and-habits\/\">opt-in to receive any SMS message<\/a>s from you. Be sure to obtain your customers\u2019 express written consent or risk being penalized or fined for TCPA (Telephone Consumer Protection Act) infractions.<\/p><h2>How to Use SMS APIs?<\/h2><p>SMS APIs enable you to send thousands of text messages in seconds, automatically. Using an SMS API allows for efficient, professional, and safe omnichannel communications that improve customer experience and support. <\/p><video muted=\"true\" oncanplay=\"this.muted=true; this.play();\" playsinline=\"true\" autoplay=\"true\" player-source=\"https:\/\/www.cm.com\/cdn\/web\/global-sms-messaging.mp4\" loop=\"1\"><source src=\"https:\/\/www.cm.com\/cdn\/web\/global-sms-messaging.mp4\" type=\"video\/mp4\"><\/video><p><br><\/p><p><strong>Here are some ways your business can use an SMS API:<\/strong><\/p><ul><li>Enabling two-way communication with customers <\/li><li>Customizing messages, including personalized bulk SMS messages<\/li><li>Sending <a href=\"\/glossary\/what-is-one-time-password\/\">one-time passwords<\/a> (OTPs)<\/li><li>Confirming appointments or bookings<\/li><li>Tracking message deliveries to provide feedback on customer service efforts<\/li><li>Promoting sales and discounts<\/li><li>Providing flexibility with segmented marketing campaigns<\/li><li>Sending shipment tracking notifications<\/li><li>Automating simple tasks to free up staff<\/li><li>Scheduling time-sensitive messages at set intervals<\/li><li>Using two-factor authentication (2FA) for account security <\/li><\/ul><h2>How to Get Started With an SMS API?<\/h2><p>If you want to send and receive SMS messages, an <a href=\"\/blog\/sms-gateway-comparison\/\">SMS gateway operator<\/a> will help you to organize and manage your processes. <\/p><p><a href=\"\/sms\/sms-gateway-api\/\">CM.com's SMS gateway<\/a> allows you to easily send bulk text messages across the globe and <a href=\"\/blog\/10-applications-of-sms-gateway-within-one-company\/\">can be used in a variety of ways<\/a>.<\/p><p>Our SMS API code allows you to send and receive SMS messages in minutes and is fully supported with detailed documentation and complete codes for developers. Whether you use <a href=\"\/glossary\/what-is-short-code\/\">short codes<\/a> or <a href=\"\/glossary\/what-is-long-code-long-number\/\">long codes<\/a>, our SMS API helps start meaningful two-way customer conversations at a low cost.<\/p>","meta_title":"SMS API - What Is It and How Does It Work? | CM.com Glossary","meta_description":"An SMS API is a type of API that allows your business to integrate SMS text messaging into your existing software platform. Read more in our Glossary.","created_at":"2021-04-15T06:09:18.000000Z","updated_at":"2021-08-30T16:28:13.000000Z","deleted_at":null}
{"id":42,"group_id":42,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":43,"group_id":43,"localisations_l10n":"en","users_name":"system","status":"active","name":"SMSC","slug":null,"description":"The SMS Center, usually the end party, that delivered the message to the handset.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":46,"group_id":46,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":4435,"group_id":64,"localisations_l10n":"en","users_name":"aafke.gulickx","status":"active","name":"Ticketing","slug":"what-is-ticketing","description":"<p><a href=\"\/ticketing\/\">Ticketing<\/a> is an integrated technology used by event organizers, venues, and promoters. Ticketing provides brands with a centralized platform where they can optimize the online customer experience, and enhance the transaction process; end-to-end.<\/p>","title":"What is Ticketing?","text":"<p>This includes registration, ticket sales, updates, reminders and invitations, entry validation, and additional purchases. <\/p><h2>How Does Ticketing Work?<\/h2><p>The <a href=\"\/ticketing\/\">best ticketing apps<\/a> work by allowing your customers to book a ticket in seconds, enter any discount codes, select additional products, add contact details and marketing preferences and pay securely. All from one convenient secure platform.<\/p><p><img alt=\"ticketing platform analytics\" src=\"https:\/\/www.cm.com\/cdn\/web\/ticketing-platform-analytics.svg\"><\/p><p>Once the booking process has been completed, the customer receives a scannable e-ticket. On arrival at the event, they can check in instantly using their phone, saving time and hassle and reducing the risk of lost tickets or receipts. <\/p><h2>How Does Ticketing Benefit Businesses and Consumers?<\/h2><p>Ticketing streamlines and automates the entire process of booking a ticket and attending an event or visiting a venue. Whether you\u2019re organizing a sports event, or selling tickets for a nightclub, museum, or theater, ticketing removes unnecessary admin, reduces errors, improves the customer experience, and increases loyalty.<\/p><p><strong>Here are four of the key benefits of ticketing for businesses and consumers:<\/strong><\/p><ul><li><strong>Deliver a Seamless Customer Experience <\/strong><\/li><\/ul><p>Every touchpoint your customer has with your brand can be managed through the ticketing app. All bookings, payments, and marketing communications are handled in one centralized location, so your customer can complete purchases, receive useful updates and promotions, and manage all their tickets in a few clicks. The tickets are easily accessible at all times and long queues at events are a thing of the past. <\/p><p><img alt=\"ticketing branding identity\" src=\"https:\/\/www.cm.com\/cdn\/web\/ticketing-branding-identity.svg\"><\/p><ul><li><strong>Boost Sales and Conversions<\/strong><\/li><\/ul><p>Customers expect a swift and smooth user journey. Ticketing makes the whole process of booking and attending events easier, helping you increase sales and identify opportunities for remarketing. For example, you can send groups or individuals targeted promotions based on their interests and encourage them to make additional purchases relating to their event. <\/p><ul><li><strong>Get a Better Understanding of Your Customers <\/strong><\/li><\/ul><p>Ticketing gives you real-time insights into your customer behavior, including their interests and preferences. This valuable data can be used for marketing and promotional activities, such as sending personalized offers to loyal customers and alerting them to related events \u2013 all in their favorite mobile channel.<\/p><p><img alt=\"ticketing rich profiles\" src=\"https:\/\/www.cm.com\/cdn\/web\/ticketing-rich-profiles.png\"><\/p><p>You can also use the data to get detailed information about visitor spending, popular or unpopular entry times, demographics, devices, payment methods, and much more. This helps you control costs, improve the user journey, identify potential partners (additional drinks providers, for example), and generally understand how to keep your customers loyal and engaged. <\/p><ul><li><strong>Increase Attendance and Reattendance<\/strong><\/li><\/ul><p>The best way to get visitors to return to your venue or event \u2013 and recommend it to others - is by showing them a great time. Visitors can scan their tickets at the door in seconds, helping to reduce queuing times. Furthermore, by ordering food and drink in advance, your customers will have more time to spend enjoying the event \u2013 and you\u2019re likely to increase sales too. <\/p><h2>How To Get Started With Ticketing <\/h2><p><a href=\"\/ticketing\/\">Getting started with ticketing<\/a> is simple and straightforward. In a matter of minutes, you can register an event, start taking bookings, processing payments, and communicating with your customers. If you want to<a href=\"\/app\/docs\/api\/ticket-shop-api\/2.0\/index\/\"> integrate Ticketing<\/a> with third parties or other suppliers, no problem.<\/p><p>So why stand by and let your competitors benefit from all that increased revenue and valuable audience data? <\/p><p>Join thousands of major events and sports clubs in 20 countries worldwide, and choose CM.com Ticketing to sell and promote your events.<\/p>","meta_title":"Ticketing - What is it & How does it Work? | CM.com Glossary","meta_description":"Ticketing is an integrated technology used by event organizers, venues, and promoters. Read more about Ticketing in our Glossary.","created_at":"2021-08-19T08:30:21.000000Z","updated_at":"2022-04-19T08:10:35.000000Z","deleted_at":null}
{"id":4966,"group_id":73,"localisations_l10n":"en","users_name":"chloe.nieuwdorp","status":"active","name":"Time Slots","slug":"what-are-time-slots","description":"<p>Time Slots simply refers to the act of allocating dedicated windows of time to a ticketed event. <\/p>","title":"What Are Time Slots?","text":"<p>Also known as a calendar shop, Time Slots work by allowing customers to choose a specific date and duration of time from those available in a calendar menu when booking tickets for an event. This could be anything from five minutes to four hours and is completely customizable for the organizer.<\/p><p>This type of allocation is most commonly used at venues such as <a href=\"\/ticketing\/parks-museums\/\">museums, zoos, and parks<\/a> to allow visitors to choose when they want to visit or see a specific exhibition and helps to manage visitor flow throughout the day. Once all time slot options are gone, the event will be shown as sold out.<\/p><p>This isn\u2019t the only application, however. Time Slots can also be used by organizers of l<a href=\"\/ticketing\/festivals-events\/\">arge-scale events such as festivals<\/a>, to control the arrival time of guests before the start of a show. In some instances, time slots can be used to manage smaller events within larger ones, such as booking spaces for workshops at conferences. This ensures they don\u2019t become over-subscribed.<\/p><p>Time Slots were especially useful when restrictions were imposed due to COVID-19, as they could be utilized as a means to effectively limit visitor numbers and more easily maintain social distancing for a safer environment.<\/p><h2>What Are The Benefits Of Time Slots?<\/h2><p>One of the main advantages of using Times Slots is that they allow organizers to have more control over visit numbers and thus more efficiently regulate visitor flow - keeping logistics in accordance with the guidelines of the Dutch National Institute for Public Health and the Environment. On the other side of the spectrum, they significantly impact how attendees <a href=\"\/blog\/facebook-conversion-api-for-ticketing\/\">experience<\/a> an event. <\/p><p>Combining flexibility and control, Time Slots present a turnover guarantee and reduction of no-shows as event organizers are more aware of visitor numbers, which they can better plan for. This insight into how many guests are present during certain time slots is hugely useful. It produces <a href=\"\/blog\/why-event-organizers-should-own-and-manage-their-data\/\">data<\/a> that can be used in the future, such as knowing which times of day are more popular depending on the event type, and when an organizer should allocate more tickets and assign more staff.<\/p><p><img alt=\"customer data platform music live\" src=\"https:\/\/www.cm.com\/cdn\/web\/customer-data-platform-music-live.png\"><\/p><p>It\u2019s not only the organizer who benefits from Time Slots, however. Customers making use of the booking technique are presented with more flexible options for different times and dates, meaning they can better arrange their day around the event with peace of mind that they won\u2019t have to wait in line. With visitor numbers more efficiently managed, the event itself will also be less crowded and therefore less stressful for attendees. <\/p><p>Safety is another benefit. By managing visitor numbers, Time Slots means there will be better safety measures in place both in terms of social distancing and general overcrowding. <\/p><h2>Why Use CM.com\u2019s Time Slots Software?<\/h2><p>Time Slots aren\u2019t just about allocating tickets for specific dates and times. They offer an experience that competitors cannot by working in conjunction with a suite of <a href=\"\/ticketing\/\">CM.com ticketing<\/a> tools that integrate together, seamlessly. It can keep <a href=\"\/blog\/supporter-data-sports-marketing\/\">supporters<\/a> up-to-date thanks to <a href=\"\/mobile-marketing-cloud\/\">Mobile Marketing Cloud<\/a> via <a href=\"\/campaigns\/\">SMS<\/a>, for example, so when they book a slot at an event they immediately get an SMS. Organizers can set up a flow so that buyers are kept up to date and sent relevant event information on the day.<\/p><p><img alt=\"campaigns recipients\" src=\"https:\/\/www.cm.com\/cdn\/web\/campaigns-recipients.svg\"><\/p><p>CM.com software is based on one platform and so only requires one login. The advantage here is that users can add more products as and when they need to enrich how they offer their services. Whether that\u2019s <a href=\"\/ticketing\/\">ticket sales<\/a>, <a href=\"\/email-campaigns\/\">email campaigns<\/a>, or gathering and <a href=\"\/customer-data-platform\/\">analyzing the data of your customers<\/a> to ensure better engagement, more easily, and all from one place. <\/p><p>If you want to learn more about CM.com\u2019s Time Slots product and how it works, check out our related products and solutions.<\/p>","meta_title":"What are Time Slots? | CM.com","meta_description":"Time Slots simply refers to the act of allocating dedicated windows of time to a ticketed event. Check out our glossary for more information.","created_at":"2021-12-14T15:56:16.000000Z","updated_at":"2022-04-14T10:44:03.000000Z","deleted_at":null}
{"id":47,"group_id":47,"localisations_l10n":"en","users_name":"system","status":"active","name":"Two-Factor Authentication (2FA)","slug":"what-is-two-factor-authentication","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.","title":null,"text":"<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><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><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><p>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><strong>Something a user knows<\/strong>, like a PIN or an answer to a security question<\/li><li><strong>Something a user has<\/strong>, like a verification code delivered via text message or physical tokens like USB keys<\/li><li><strong>Something a user is<\/strong>, which may include facial recognition or biometric data like fingerprints<\/li><\/ul><p>According to <a href=\"https:\/\/www.microsoft.com\/security\/blog\/2019\/08\/20\/one-simple-action-you-can-take-to-prevent-99-9-percent-of-account-attacks\/\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a>, 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><p>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><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 you get access to the secure part of the site.<\/p><h2>Why SMS and Voice are Leading Solutions for 2FA<\/h2><p>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><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>","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.","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-12T05:47:12.000000Z","deleted_at":null}
{"id":48,"group_id":48,"localisations_l10n":"en","users_name":"system","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. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5572,"group_id":78,"localisations_l10n":"en","users_name":"brechtje.vanhoutum","status":"active","name":"Verification Chatbot","slug":"what-is-verification-chatbot","description":"<p>Verification chatbots are a simple and secure way to verify the identity of customers, allowing them to access and update their information online without the need to contact customer service teams directly.<\/p>","title":"What Is a Verification Chatbot?","text":"<p>Chatbots focusing on verification provide organizations and customers with a secure way of self-service. They allow customers to correct payment or contact information in a secure way, guarding against fraudulent access. If, for example, you need to verify a customer's identity before connecting them to a customer service team in order to discuss sensitive details of their account, a verification chatbot can provide a layer of security without requiring customer services to go through the time-intensive task of asking a series of security questions.<\/p><p>These types of bots can make life easier for your customer service team. If, for example, you need to verify a customer\u2019s identity before connecting them to a live agent in order to discuss sensitive details of their account, a verification <a href=\"\/chatbot\/\">chatbot can provide a layer of security<\/a> without requiring customer services to go through the time-intensive task of asking a series of security questions. <\/p><p>Verification chatbots are particularly useful where financial information needs to be disclosed. For example, to update payment details for standing orders, to correct financial information, or to apply for a financial product online. By utilizing technologies such as <a href=\"\/glossary\/what-is-two-factor-authentication\/\">Two-Factor Authentication (2FA) <\/a>your chatbot can securely identify customers using their mobile numbers. It\u2019s simple to use: a customer is sent a code via <a href=\"\/sms\/\">SMS<\/a> or <a href=\"\/voice\/\">voice<\/a> \u2013 potentially after asking a security question for an added layer of protection \u2013 and is then asked to enter the code into the chatbot to verify their identity. <\/p><h2>What Are the Benefits of a Verification Chatbot?<\/h2><p>Verification chatbots allow organizations to quickly verify that customers are who they say they are. This means customers can self-serve and update even sensitive financial and personal information with the knowledge their details are secure. Many people prefer to divulge sensitive information to a machine rather than a human, so a verification chatbot avoids any embarrassment on the part of the customer. <\/p><ul><li>Secure way of self-service. Customers can update their details in a secure way <\/li><li>Customers can share sensitive information without human interference. People tend to provide more honest answers to a machine <\/li><li>Organizations can quickly verify customers, saving customer service agents time <\/li><\/ul><h2>How to Get Started With a Verification Chatbot?<\/h2><p>Identify customers and secure online information with <a href=\"\/conversational-ai-cloud\/\">chatbots<\/a> and <a href=\"\/sms\/\">SMS<\/a>, build it today 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 verification chatbot? | CM.com","meta_description":"Verification chatbots are a simple and secure way to verify the identity of customers. Read more about verification chatbots in our Glossary.","created_at":"2022-05-03T09:20:01.000000Z","updated_at":"2022-05-03T09:45:05.000000Z","deleted_at":null}
{"id":50,"group_id":50,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-14T05:27:46.000000Z","deleted_at":null}
{"id":51,"group_id":51,"localisations_l10n":"en","users_name":"system","status":"active","name":"Voice API","slug":null,"description":"With a Voice API, any developer can create and maintain call flows. You won\u2019t need to integrate voice systems yourself to build IVR applications.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-14T05:28:14.000000Z","deleted_at":null}
{"id":52,"group_id":52,"localisations_l10n":"en","users_name":"system","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. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":53,"group_id":53,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":4948,"group_id":72,"localisations_l10n":"en","users_name":"brechtje.vanhoutum","status":"active","name":"Voicebot","slug":"what-is-a-voicebot","description":"<p>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>","title":"What is a voicebot?","text":"<p><a href=\"\/conversational-ai-cloud\/voicebots\/\">Voicebots<\/a> 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><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 utilized forms of conversational AI. <\/p><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 context. The voicebot will then reply in full sentences, allowing callers to lead the conversation.<\/p><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, to update customers on the status of an order, or to assist customers in updating personal information like an address or telephone number. <\/p><p>Traditionally with <a href=\"\/voice\/voice-api\/\">IVR<\/a>, callers would have to dial in numbers (referred to as touch-tone user inputs) in order to be redirected to the right person or department. Conversational IVR offers a faster, smoother, and more personal experience for customers. <\/p><p><img alt=\"human handover\" src=\"https:\/\/www.cm.com\/cdn\/web\/caic-humanhandover-left.png\"><\/p><h2>Voicebots vs Chatbots <\/h2><p>Like a voicebot, a <a href=\"\/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><p>While voicebots can interpret the spoken voice and communicate in 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 exact same database as your AI chatbot is using. <\/p><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><p><a href=\"\/blog\/voicebots-for-customer-service\/\">Voicebots can provide several benefits to customer service teams<\/a>. Let\u2019s look at a handful of some of the biggest. <\/p><ul><li><strong>Provide a Smoother Customer Support Experience <\/strong><\/li><\/ul><p>The touch-tone method, where callers must press specific numbers in order to be connected to the right department or agent, can be irritating and time-consuming for customers. <\/p><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><p>Since you can use the same database and dialogs as for all your other <a href=\"\/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><strong>Offer 24\/7 Customer Support <\/strong><\/li><\/ul><p>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><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><strong>Enable Self-Service Options <\/strong><\/li><\/ul><p>Autonomous customers are happy customers. You can put conversational IVR to good use, helping customers to source information and make their own changes \u2013 such as updating an old password or canceling 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><strong>Improve Employee Satisfaction Rates <\/strong><\/li><\/ul><p>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><strong>Scale Without the Expense <\/strong><\/li><\/ul><p>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><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><p>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 <a href=\"\/conversational-ai-cloud\/voicebots\/\">get started with voicebots<\/a> 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","created_at":"2021-11-10T14:39:43.000000Z","updated_at":"2021-11-24T12:57:42.000000Z","deleted_at":null}
{"id":49,"group_id":49,"localisations_l10n":"en","users_name":"system","status":"active","name":"VOIP","slug":null,"description":"VOIP, or Voice over IP, an IP network like the internet is used to transfer speech. This enables you to connect speech and data.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":54,"group_id":54,"localisations_l10n":"en","users_name":"system","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. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":55,"group_id":55,"localisations_l10n":"en","users_name":"system","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.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
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