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A. Segment Conversations by Intent/Product/SME
The reality of messaging conversations today is that about 50% of interactions are transferred between skills. Many of the brands are also experiencing transfers between human agents. In situations where multiple skills\agents are assigned to each conversation, measuring the performance (e.g. time to first response) of…
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A. Integrate with your CMS
As a company or organization with a strong, online presence, it’s likely that you’ve invested heavily in a tool to manage your knowledge and content. This knowledge management system (KMS) or content management system (CMS) helps keep your content organized for easy updates. You’ve set up the system, trained your users on…
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B. CoBrowse
With CoBrowse, agents and visitors browse a brand's website together. Each can see a virtual mouse cursor of the other, along with illustrations of where they are typing and clicking. This allows brands to address customers’ queries quickly and efficiently by helping them navigate web pages collaboratively. To focus the…
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B. Leverage Payment Gateways for a Seamless Digital Buying Experience
Payments are an important part of eCommerce transactions, and it’s likely that you’ve been using one or more, well-tested payment systems as a part of your eCommerce operations for a long time. As you move from eCommerce to cCommerce (Conversational Commerce), it’s natural for you to want to leverage these payment systems…
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C. Leverage DPM and Digital Analytics to Track Revenue/Sales Attribution
Depending on the product or service your consumers are interested in, every consumer has a different buying cycle. Some will instantly purchase a product while others will take their time, engage with you, research additional websites, and only then come back to purchase As a campaign manager, you want to identify which…
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C. Rich Content
Conversational commerce lets people message anytime with businesses without having to call or search a website. Rich Conversation capabilities are the key to driving more actions directly within your messaging conversation. The Conversational Cloud messaging solution allows brands to send messages to customers in a variety…
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D. Leveraging File Sharing/Attachments in Messages
Agent file sharing enables agents and bots to share files with consumers. At this phase, photos and certain file types can be shared via Web Messaging, Apple Messages for Business, and WhatsApp Business. In the future, more file formats will be supported. Agents will now be able to share files with consumers to answer…