The SMS module offers two-way communication with customers through SMS messages. Every communication channel you open represents one phone number of your organization. Now you can communicate directly by SMS at ease – your customers answer whenever they please, and your representatives just take it from there. This asynchronous module can greatly improve both customer experience and representative efficiency. It integrates with existing interactive voice response (IVR) technologies, so you can reduce the load on the contact center by directing customers who are waiting on the line to the SMS service, or send customized personal SMS to customers who have disconnected the call while waiting for a representative, dealing with possible abandonment. This module also enables reply management for bulk SMS marketing, so your customers can reply directly to the SMS messages you send them. It also supports MMS messages and images, which allowed many of our customers to completely stop using fax machines. With this module, you can also easily transfer customers to other communication channels, such as forms, chat, etc.
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Create custom message templates and respond faster to customer’s queries, eliminate repetitive tasks, and always stay consistent. This is a great way to greet customers and answer common queries without letting your customers waiting.
You can enable auto-assign of conversations to agents by several parameters like workload, skill, permissions, etc. Additionally, you can allow agents to associate responses, and assign the conversation to the last agent.
Privacy & security
You can manage how to receive media files through WhatsApp, Upload files also for the agent side, and discard sensitive data.
Bots & Automation
Automate what can be automated by building AI-powered WhatsApp chatbots. Use bots to take the load off your agents and resolve customer interactions using the latest automation features through the WhatsApp messaging app.
You can now send automatic auto-messages after user first message, to give an instant response via WhatsApp. Customize the message according to your business specific use case.You can now send automatic auto-messages after user first message, to give an instant response via WhatsApp. Customize the message according to your business specific use case.
in private messages through WhatsApp it is possible to set that after 24 hours with no communication from the customer’s side, the conversation will be marked as “resolved”, and any communication from the customer’s side after that will be considered as a new conversation.
Media template messages
Respond to customer queries fast using media template messages. Customize any media type and use it as a template message according to your customer needs.
This new feature allows you to send and receive stickers as a message when using the WhatsApp API for customer communications with CommBox.