MESSENGER INTEGRATION

With the Messenger Integration add-in, you integrate Facebook Messenger, Telegram, WeChat, LINE, Apple Business Chat, and many other messengers with your Oracle Service Cloud CRM.

 

GET A FREE QUOTE, AND START MESSENGING YOUR CUSTOMERS TODAY!

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SEND AND RECEIVE MESSAGES

With Messenger Integration you can send and receive messages within Oracle Service Cloud to any client.

SEND AND RECEIVE ATTACHMENTS

Send and receive any type of attachments such as photos, videos, audio files, location and documents.

SEND AND RECEIVE EMOTICON

Express yourself more with sending emoticons to your clients.

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SEND AUTOREPLIES OUTSIDE OFFICE HOURS

Let your clients know immediately that your closed by sending an autoreply, and answer them first thing in the morning.

WITH THE MESSENGER INTEGRATION ADD-IN, YOU DELIVER THE ULTIMATE CUSTOMER EXPERIENCE (CX) AS YOU HANDLE ALL SERVICE REQUESTS DIRECTLY.

Some people may think that providing customer service and offering customer experience (CX) are essentially the same. In reality, customer service focuses on delivering support to a customer, whereas customer experience regards the perspective of the customer and what it feels like to be on the receiving end of support. According to Forrester Research, customer experience should increasingly become a priority for businesses. Their Customers 2020 Report states that by the year 2020, customer experience will overtake price and product as the key brand differentiator. The data included in the report suggests that when a customer’s experience exceeds expectations, a company can expect greater brand loyalty and referrals. In fact, research has found that 60% of customers are willing to pay more for a better customer experience.

At the same time, J.D. Power states that live chat has become the leading digital contact method to create the optimal customer experience for online customers, as a staggering 46% of customers prefer live chat compared to just 29% for email, and 16% for social media. The main reason given by 78% of those who prefer using live chat is the ability to get their questions answered quickly, while they keep their operations running.

So how do you meet and exceed your customers’ expectations servicing them with these 1-to-1 channels for a more mature, private customer experience?

The Messenger Integration add-in enables you to integrate Facebook Messenger, Whatsapp, Telegram, WeChat, LINE, SMS, Apple Business Chat, and many other messengers with your Oracle Service Cloud CRM, and provides you with everything you need to start messaging your customers wherever they are and to handle all customer service requests directly. The add-in is highly valued and recommended by organizations that aim to deliver an optimal customer experience by improving their accessibility for their clients.

THE MESSENGER INTEGRATION ADD-IN IS HIGHLY RECOMMENDED TO ORGANIZATIONS THAT WANT TO EXCEED THEIR CUSTOMERS’ EXPECTATIONS BY OFFERING THEM A MORE MATURE, PRIVATE CUSTOMER EXPERIENCE (CX).

HANDLE ALL MESSENGERS IN ONE AREA, AND LIKE ANY OTHER CHAT

Handle all types of messenger apps in a single chat interface, and like any other chats in Oracle Service Cloud.

INTEGRATE STANDARD ANSWERS

Make answering easy with integrated standard answers in Oracle Service Cloud.

BOT CREATION

Create and configure your own customized bot for Facebook Messenger, Telegram and Line.

INTEGRATE ANSWERS FROM YOUR KNOWLEDGE BASE

Select answers from your knowledge base and integrate them in your chats.

TRANSFER AND CONFERENCE MESSAGES

Transfer a chat to a colleague or conference a chat with multiple agents.

SAVE AND REVIEW CHATS HISTORY

View all chat history prior to the chat in the same window.

AUTORESPONSES SETTINGS

Set your own auto responses when and whenever you want, for example outside office hours.

REPORTING & ANALYTICS

Get excellent reporting and extensive analytics with detailed information about all your chats.

MULTILINGUAL

Handle chats in multiple languages. We currently provide English and Dutch translations, but you can easily add others.

API CONNECTION

Create your own customised application with our API.

WebRTC INTEGRATION

Send a link to your clients where you can video call realtime over WebRTC.

SERVICED CUSTOMERS

HANDLED SERVICE REQUESTS

CLIENTS

PLUS SUPERMARKET CHAIN

To meet and exceed their customers’ expectations PLUS Supermarket chain started servicing customers with a 1-to-1 messenger service for a more mature, private customer experience, and to handle all customer service requests directly.

ROVA

To improve their accessibility and optimize the service they provide to their customers, Rova integrated the Messenger Integration Add-into their Oracle Service Cloud which enables them to handle all customer service requests directly.

ITESM

Itesm uses the messenger integration add-in to improve the admission process, and their accessibility, making it easier for future students to subscribe to their University.

 

INTERCERAMIC

To offer their customers a more mature, private customer experience, and to handle all customer service requests directly, Interceramic integrated a 1-to-1 messenger service. 

LULULEMON

To handle all customer service requests directly, and to improve their accessibility, Lululemon started servicing customers with a 1-to-1 messenger service for a more mature, private customer experience, and to handle all customer service requests directly.

HOW IT WORKS

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