A Unified conversation is a tool that helps you to connect all your communication channels through a single User Interface.
It is essentially one channel where companies can have all the conversation history of their clients. An agent can have access to a consumer's previous service experience using this channel. This saves time for your customer as well as the agent and helps them solve the actual problems of your customer.
For eg: If a customer purchases a product from your company and contacts you multiple times to solve that issue, having a unified conversation will help your agent to know the past interactions and can solve the problem more effectively.
It is a great way to solve your problem as your agent has full visibility of the previous responses given to the customer. This helps them understand the problem in a more effective manner. This way the agent won't need to dig deep into the problem again and the customer would be satisfied as they won't need to explain the same issue again. It is a very important aspect when it comes to providing a good customer experience.
The best way to communicate with your clients is through messaging apps but with the number of options that are available right now, it's hard to pick a single channel. To not exclude any significant share of customer base you need to offer support through multiple channels. That's where unified messaging comes into the mix, it allows you to communicate on multiple channels from a single place.
Now, let’s meet the channels offered by Engati’s Chatbot Building Platform:
With over 2 billion active users, WhatsApp is the world's leading messaging app. Engati's WhatsApp channel allows you to connect to the WhatsApp Business API - which is built for larger corporations to provide professional customer communication.
Unlike the Whatsapp Business App commonly used by small businesses, the API allows companies to organize and provide WhatsApp support teams. It lacks its user interface, so it was designed to be connected to business software like Engati.
Facebook is one of the most popular channels for customers to air their grievances and to also ask support related questions. Since the platform is public and open for all, companies need to pay extra attention and respond to all the concerns coming in.
Integrating your Facebook account to your support channel can be a game-changer. It can automatically turn your social media queries into conversations.
You can find unified conversation on Engati’s platform by the name of one-view inbox.
It helps you to engage with your customers across multiple channels that they converse in. It saves a lot of your time and reduces the risk of missing important conversations by providing you with everything under one inbox. This saves your time that would otherwise be spent hopping across multiple channels.
When you funnel all your clients under the one-view inbox it makes your life very easy. Engati's one-view inbox allows you to find all the conversations in a single inbox which in turn allows you to clear consumer queries efficiently.
Engati is a one-stop platform for delighted customers. With our intelligent bots, we help you create the smoothest of Customer Experiences. And now, we're even helping you answer your customers' most complicated questions in real-time with Engati Live Chat. So, let's get started?Get Started Free