Conversocial, the leader in conversational customer experience, announced new platform and pricing offerings. By combining AI and human agents in a single platform, Conversocial is empowering brands to deliver unique experiences, at scale, across the customer lifecycle.
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The all-new Conversational Customer Experience Platform by Conversocial brings together four key capabilities into a single customer engagement suite that enables brands to deliver one-to-one, personalized conversational experiences:
- Agent Workspace: Prioritize and route relevant conversations over asynchronous messaging channels — based on identity and full conversational context, not session — to the best individual, team or bot based on a fully customized workflow.
- Bots: Build and deploy bots across messaging channels like Messenger, WhatsApp Business, and Apple Business Chat, that engage across the customer journey and seamlessly escalate to human agents when needed.
- Notify:Â Pre-emptively and proactively engage customers with conversational messaging that provides the information they need based on triggered events or prior interaction history.
- Insights:Â Report and analyze your efforts to measure operational efficiency and customer satisfaction of bot and human conversations across messaging channels.
The last two months have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume. Customers have gone digital, ditching traditional channels and moving to messaging. This is the new normal and a new approach to customer experience is needed.
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“Consumers have adopted messaging channels. There’s no question about it,” says Ido Bornstein-HaCohen, Conversocial CEO. “Nevertheless, delivering conversational customer experiences over messaging channels requires a different approach. A customer-centric approach, infused with AI and automation, enabling proactive and preemptive engagement across the customer journey. It’s no longer about one-way outbound messaging where the customer can’t talk back. Those days are over. A new approach is needed for customer engagement. One that allows brands to go deep on the channels their customers prefer. For brands to truly embrace conversational CX, they must focus on channel depth, not breadth. For that, the only approach that we’ve seen work is a single platform supporting both self-service automation and agents.”
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