Tuesday 30 August 2016

Now, Get on Instant Messengers with Customers - Without data management worries

Messengers are the Future: Today, the popularity of Instant messengers (IM) like WhatsApp, Telegram etc. is un-questionable. IM communication is not restricted only to personal chats any more. Consumers are reaching out to businesses too, using messengers. After all, it’s so convenient instead of downloading & using the business app! As communication is shifting from traditional e-mail/SMS to next generation messengers, being available on WhatsApp or other popular messengers is no more optional.

Managing IM data is a pain:  its good news for companies that IM are helping more people to connect to business. Communication ranges from basic queries, complaints to even ordering services & products! However, as more and more customers are trying to contact on messengers, businesses face issue of how to manage data. Most of the IM including WhatsApp are not designed for business communication yet. They don’t even save history of communication beyond certain limit. But, the growing popularity of messengers like WhatsApp, forces companies to remain connected on WhatsApp and dedicated human resources to manage the data.

Not Anymore. There are solutions available now, which help integrating IM to your business solutions seamlessly. E.g. BagAChat, which provides business solutions on messengers like WhatsApp/Hike, helps backup the messages from customers real-time on cloud. Once the messages are saved securely, various business actions can be taken on those messages, from the web-dashboard. e.g.:
  • -Convert messages to service tickets to be worked on my multiple agents from any device
  • -Manage customer information, downloading messages & contacts in excel
  • -Searching & filtering data using multiple search parameters.
  • -Viewing Analytical trends helping understand customer behavior & support quality.

Companies Look for IM integration:  Many companies have their own customer service solutions like CRM, App, website etc. They don’t want to maintain data in two different systems: one for Instant messengers & other for rest of communication channels. Companies prefer to integrate messengers like WhatsApp to their existing customer service software.

IM Integration with Business Software: BagAChat helps here too. It provides Message Forward to company software. The messages coming on WhatsApp get forwarded to the company software, along with the sender’s contact number. Also, for adding this connectivity, companies don’t need any software development in most of the case. If your software supports REST API, then BagAChat provides a setting – which helps integrate messengers to your software, merely by configuration!
This is so convenient, as it saves companies from spending months in developing, testing and putting the API connectivity in production. Companies can go live with messenger connectivity in few hours!

Get on Messengers with Customers: As messengers like WhatsApp have made life of consumers very easy to talk to business, similarly solutions like BagAChat have made the life of business team convenient coping up with this migration from email to Instant Messengers. 


Post a Comment