MESSENGER INTEGRATION
With the Messenger Integration add-in, you integrate any messenger service platform you can think of within your Oracle B2C Service.
START MESSENGING YOUR CUSTOMERS TODAY!
REAL-TIME COMMUNICATION WITH CUSTOMERS
The greatest benefit of Instant Messaging in the workplace is that it allows businesses to communicate with their customers in real time, and to service them directly.
USER-FRIENDLY AND CONVENIENT
As a real-time communication channel, Instant Messaging is not as intrusive as when you’re using a phone. It enable your customers (as well as yourself) to communicate with each other while doing a number of other things.
EMOTIONAL IMPACT
Express more emotional information than written text using emoticons.
SEND AND RECEIVE ATTACHMENTS
Send and receive any type of attachments such as photos, videos, audio files, location and documents.
START MESSAGING YOUR CUSTOMERS AND IMPROVE YOUR ACCESSIBILITY WHILE YOU DELIVER THE ULTIMATE CUSTOMER EXPERIENCE (CX)
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 WhatsApp, Facebook Messenger, Instagram, Telegram, WeChat, LINE, SMS, Apple Business Chat, and many other messengers with your Oracle Service Cloud CRM. It 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.
SUPPORTED APPS AND FEATURES:
OFFER YOUR CUSTOMERS A MORE MODERN, PERSONAL AND INTIMATE CUSTOMER EXPERIENCE (CX), WHILE YOU HANDLE THEIR SERVICE REQUESTS DIRECTLY.
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.
SEND AND RECEIVE INSTANT MESSAGES
With Messenger Integration you can send and receive instant messages within Oracle Service Cloud to any client.
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 MESSAGES
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.