Mobile chat commerce company Clickatell has announced the launch of new Chat Desk and Chat Flow solutions aimed at improving the customer experience.
Clickatell’s offering involves enabling customer engagement through mobile chat apps, allowing companies to interact with consumers via the messaging applications they are most familiar with.
"Chat Desk and Chat Flow working together or separately make it easy for brands to meet consumers where they are consistently – on chat apps – enhancing customer experience while reducing friction associated with contact centre customer service," said Jeppe Dorff, Chief Product and Technology Officer at Clickatell. "A number one reason consumers leave brands and abandon payments is due to bad and frustrating customer experience. Adding chat apps as a channel in contact centres makes brands easily reachable and prevents frustration. Added to this, chat increases customer engagement, creating an opportunity to up and cross sell to customers, turning a cost centre into a profit centre."
The company’s Chat Desk is a live-agent digital contact centre solution, with new features including pending chats, which enables agents to mark live chats in the case where a customer is taking a long time to reply – helping them focus attention on chats which are live. Also newly added are customer surveys presented to customers when a chat ends, allowing the gathering of feedback on products or customer interaction.