With omnichannel, the promotion campaign for the loyalty program can run on RCS Business Messages, Whatsapp Business Solution as well as Viber Business Messages with images, videos, audios, appealing buttons along with web links as broadcast on multiple channels. In the past, the loyalty club messages were sent via SMS with a hyperlink to their website. The customers accumulate points on every purchase, which can then be redeemed for discounts on product purchases or prizes listed in their catalogue. It enables brands to deliver meaningful conversations to customers before and after the purchase.įor example, A paint distributor and manufacturer giant in the country wants to promote its company’s loyalty programme. The conversation can begin where it was left, which saves time and provides a personalised experience to the end-user. Some of its features that contribute to the above include true metrics in real-time, in-depth real-time reports, chatbot friendly interface, rich media, etc.įor example, the customer support can read the chat history with the customer on Whatsapp Business Solution, and offer personalised communication based on the same conversation when the customer contacts customer support again via RCS Business Messaging dialer feature. However, an omnichannel platform needs real-time customer engagements to build successful brand engagements and RCS Business Messaging is one such channel that has all the above traits and fulfils the requirement in real-time. Omnichannel assists enterprises to develop a holistic approach to their customer engagement and provide a suite of services that enhance brand image, provide performance metrics, deliver immediate cost-effective and personalized communication. RCS Business Messaging via Omnichannel API It lets businesses target specific customers and formulate campaigns based on demographics, provide hyper-personalised content and manage relationships across users on all channels using parallel and sequential communications. Using a single dashboard, it enables businesses to communicate with their customers instantly or schedule it in advance. Omnichannel makes it possible using most of the communication channels - RCS Business Messaging, WhatsApp Business Solution, Viber Business Messages, SMS, voice, email - from one web-based dashboard, which is true omnichannel in action. Technically, they do this entirely, just by chatting with one customer support rep (chatbot) and not by looking at lists and menus. Brands can refer to the keywords from past customer conversations, generic metadata, and even relevant third-party FAQs to make every conversation contextual and hyper-personalise the experience.įor instance, a leading global bank has developed bots that allow account holders to review their purchase history, set spending levels, and even help with financial literacy. Artificially intelligent powered chatbots give brands the ability to enable natural conversational flow using Natural Language Processing (NLP) while interacting with their customers. This can fill the gap, acting as a backup or fall-back solution, reaching out to passengers unreachable by SMS.Īlthough every instant messaging app is delivering rich & interactive messages and have chatbots embedded to support these conversations. This is known as intelligent routing, which is a capability that is available with an omnichannel platform. However, in this blog, we will be focusing on how RCS Business Messaging, Viber Business Messages and WhatsApp Business Solution can collaborate within an Omnichannel platform.įor example, If a read receipt is not received on Whatsapp Business Solution, another message can be sent to RCS Business Messaging after 30-60 seconds and if the read receipt is not received on RCS Business Messaging, the same message can be triggered to Viber Business Messages and so on. Through an omnichannel API platform, brands/enterprises can communicate to their customers or notify them via various new-age communication channels of their choice, such as instant messaging services like RCS Business Messaging, Viber Business Messages, WhatsApp Business Solution, WeChat or voice assistants like Alexa as well as traditional channels. By now, we are all aware of what an omnichannel API platform does and how it helps businesses communicate, assist to enhance customer service and refine business strategy. Regardless of what the year is, customer-centricity & unified customer experience is still at the heart of omnichannel communications. Customer Centricity wave started in the United States in 2003, and now in 2020, brands are fully focusing on unified customer experience.
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