Remember when businesses first started communicating with customers via live chat, WhatsApp, and social media channels? Often, they turned to boxed solutions.
Unfortunately, these bolt-ons siloed data. As a result, many had headaches when the CX strategy evolved, and businesses wanted to add data from other systems into customer communications.
Such limited integrability is a significant reason why many businesses now turn to tools such as HORISEN Business Messenger when adding new customer engagement channels to their roster.
The CPaaS solution allows businesses to quickly inject new modes of communication into existing processes through APIs, improving customer experiences. Read on to learn more.
HORISEN Business Messenger: Features
HORISEN Business Messenger brings together cloud technologies to help companies communicate with their customers across various channels.
These include voice, email, and live chat. Yet, HORISEN Business Messenger also incorporates various messaging apps, social media platforms, and other channels, including Google Business Chat.
Each connects to the other and – thanks to APIs – integrates with various other enterprise systems in the cloud and on-premise. Such systems include CRM solutions, contact center platforms, conversational AI, and more.
As such, the tool facilitates omnichannel customer communication. While this may benefit service operations, marketing teams often leverage the tool.
Why? Because it supports their outreach through each of the following additional capabilities:
- Admin Features – A portal presents a view of all customer accounts in one place, with data attached, which helps users when planning, sending, and tracking outbound campaigns.
- APIs – HORISEN’s Power APIs integrate Business Messenger with enterprise applications. An excellent example is its Bot API, which allows automated customer conversations.
- Campaign Manager – This allows businesses to segment customers, create outbound campaigns, test those, and gain performance insights afterward.
- Contacts Manager – With this feature, users can manage contacts or groups of contacts, add custom fields to enrich data, and track opt-in rates.
- Coupon Manager – The feature supports marketing teams in tracking customer footsteps and code redemptions, using that data to predict and arrange future campaigns.
- Easy Dialog – This is the collection of customer engagement channels. Each includes rich content – such as imagery, videos, and emojis - alongside insights into customer journeys, allowing the business to interact with customers.
- Reseller Modules – These modules allow businesses to customize their communications. One allows users to add corporate design, giving their customers confidence that the notification has come from their business. Indeed, many proactive outreach campaigns suffer when customers question the authenticity of a message – according to Gartner.
- Subscription Manager – Manage customer subscriptions so they receive the appropriate content with this feature.
- Segmentation Wizard – The wizard filters contacts, uses custom field data for new segments, and creates lists of target groups to enable personalized messaging.
HORISEN Business Messenger: Benefits
HORISEN Business Messenger offers the agility to improve customer experiences quickly.
It does so by allowing businesses to stitch together customer touchpoints with back-end business systems, enabling the smooth transfer of data that brings new CX strategies to life.
Thanks to such solutions, CX teams can create communication strategies that cover more channels and include rich media. Expect these to come increasingly to the fore as 5G introduces lots more bandwidth everywhere.
Other trends, such as smartphone enhancements, accessible APIs, and the cloud economy, further increase the power of HORISEN Business Messenger.
Now, these CPaaS tools give customers the right information, at the right time, and on the right channel.
Who Needs the HORISEN Business Messenger?
HORISEN Business Messenger is ideal for businesses looking to engage with customers on channels outside of what is available in their CRM or contact center solutions.
