Bringing enterprise-level omnichannel communication to the masses, with Comapi
Engaging with customers or users of your service used to be as simple as publishing an attractive advertisement in a newspaper, and then having a few bodies on hand to answer the phone and write reply letters.
Digital engagement is more complex by a massive factor. Converting potentials into customers is an art involving touchpoints, personalization, directed and timed messages, and a series of interactions that can move from a social platform, to a text message, and then a website.
It’s ironic that in an age that offers so much anonymity online, customers are best won and retained by personalized messages and conversations. So, it’s fitting that technology can be used to ensure that engagements happen properly and on the basis of one-to-one relationships.
With the software platforms offered by Comapi, call centres, customer care centres and individual organizations can use tech to aggregate and personalize messages between a company and the people it needs to connect to: the platform works for B2B, B2C and even B2P (business to partner – supplier, delivery service, and so on).
The Comapi Contact platform is available as-a-service, fully hosted in the cloud (perhaps the simplest form of the solution), or as an in-house application that’s fully adaptable to legacy systems via APIs integrations through Comapi Hub. Here, the company offers SDKs for organizations with the resources to develop their own apps or interfaces.
Out of the box, Comapi Contact is up and running very quickly with a minimum of setup needed via the low-code interface. The platform pulls together all social channels, messaging services, SMS, app and webchat and even new & emerging channels such as RCS, so that frontline teams have one interface to receive, reply and send messages from as well as a complete view of every customer interaction.
When a customer connects with your organization on any channel of their choosing– staff get all the information that’s held on that customer both by the company and by connected channels. That information is joined by the full conversation to date with the customer, in one, clear interface. That saves staff time and energy getting ‘up to speed’ on recent history, and customers love the fact that your organization doesn’t need to be given the same information time and again (unless of course, your security policy requires repeat or per-device authorization). Both inbound and outbound message and demographic data is stored centrally, building detailed customer profiles.
Agents can be assigned to chats automatically, and it’s simple to set up multiple teams. Chats can be passed from one agent to another seamlessly, so contact isn’t lost if you need to transfer a chat, for instance, to a subject expert or a different department.
The platform comes with the ability to create rich media messages that can be timed to go out according to predefined schedules, or be sent out on specific criteria being met – like an item being due for delivery, or coming back into stock, for example. That means there’s no need for responses to go missing, as was often the case with mass SMS or email campaigns of the past. With Comapi, you retain control of all the channels’ traffic, inbound and outbound.
All data is held securely, so there are no issues with data compliance– even the most innocent-seeming information is subject today to strict guidance with regards its retention and security; Comapi’s solutions are governance aware, right out of the box and be customised in line with your retention policies.
For management-level personnel, there are a series of dashboards that report back on channel engagement figures and much more, so business, team and even individual performances can be monitored– like every aspect of the platforms– in real time.
The platform need not be standalone, working outside your existing systems and data troves. Comapi’s Contact and Hub platforms are designed to integrate with your CRM, MA, BI and ERP systems, providing powerful extensions onto your existing software stack through webhooks or API integration to pass data in real time. There are SDKs for mobile OSes, sample code, quick start video tutorials and detailed dev libraries– plus, one API covers all channels (with channel-specific granularity).
But, for even large businesses with no development resources available, the Comapi platform brings a democratization of omnichannel messaging– not only by means of aggregating channels, but also letting organizations use the cross-platform technology previously only within the reach of the global giants.
Comapi’s technical skills are respected by the channel creators, too. The platforms are ready for RCS messaging, and other emerging channels coming onto the market soon, too: the company is involved in beta development for new platforms as you read this. When the next app, channel or social phenomenon falls into favor, Comapi’s platform will likely already converse with it.
To learn more about how omnichannel communication and management can be rolled out for your organization, get in touch with a representative today. There’s also a fascinating eBook on live chat to download and read – click here.
20 February 2019
19 February 2019