Following the launch of Inbox.ai in March– its” Slack for external interactions”– Amsterdam-headquartered MessageBird is continuing to put big bets on a messaging-first future. Not material with building a platform for customer support teams that lets them interact with clients on a channel of their picking, consisting of all of the most popular messaging apps, today the business is bringing the exact same tech to a new live chat widget that it hopes will give Intercom a run for its money. Called”Omnichannel Chat Widget,” MessageBird’s brand-new embeddable live chat widget also includes support for WhatsApp, Messenger, WeChat, Twitter, SMS, Email and voice best out of the box. This enables clients to begin online however move their support request or question over to an easier channel, such as their preferred mobile messaging app, which, of course, can go with them. Simply put, the concept is to eliminate the agonizing experience of starting a web chat with a company, just to be put in a queue till you choose to close your web internet browser and try once again later on or elect to give up entirely.
“Individuals think of live chat as a ‘live’ channel, however [there’s] no ability to jump to other channels,” MessageBird founder and CEO Robert Vis informs me. “Individuals still need to wait with an internet browser window open for an action throughout peak times. With the launch of the first-ever omni-channel widget, consumers can now choose to have a company return to them on WhatsApp, Messenger or the messaging platform of their option. This implies no more consumers waiting in line, online, and representatives don’t get flooded with tickets and can much better manage client relationships and reaction times.”
At launch, Omnichannel Chat Widget integrates with all major e-commerce platforms, such as Shopify, WooCommerce, BigCommerce and Magento, as well as a number of on-demand and logistics platforms. And just like Inbox, the chat widget it constructed on top of the company’s “Flow Home builder” software application and for that reason consists of optional AI-powered chatbots, Frequently Asked Question bots and various other third-party combinations. It also includes a channel-agnostic chat history so that handovers can take place efficiently.
In addition, Omnichannel Chat Widget synchronizes flawlessly with Inbox, meaning every message, throughout every channel, is aggregated in one Inbox window internally on the business side, “while the customer enjoys flexibility to utilize their preferred channels at their convenience,” discusses Vis. Noteworthy, MessageBird has applied for a provisional patent for the technology behind the widget.
Also comparable to Inbox, small companies will have the ability to utilize the widget for free while bigger businesses spend for add-ons. More broadly, MessageBird is attempting to drag the external interactions software industry away from a per-seat model to conversation-based prices. Vis states this is partially because MessageBird has already seen Inbox used by customer-facing staff far beyond simply assistance representatives, and argues a per-seat design penalises business that want to an embrace a more collective method to customer support.
“I’m just tired of this world of waiting on hold on the phone, awaiting reaction to an email or particularly awaiting live-chat client assistance to get back to me,” includes the MessageBird creator. “I wish to message with a service in the exact same method that I message my good friends, however I also want those services to be able to get back to me through message so I can proceed with my day. Stop wasting my time keeping me on hold with bad client service. Time is the most precious thing all of us have in this world and MessageBird will not stop till we repair this issue.”
Zooming out even more, Vis states the launch of Omnichannel Chat Widget sees MessageBird complete its pivot from a Communications Platform as a Service (CPaaS) to the world’s “first and just Omni-channel Platform as a Service (OPaaS).” In a messaging-first world, where big tech such as Facebook, Apple and Google are doubling down on messaging, companies will require to operate effortlessly across channels.
“This is not trivial,” adds Vis. “As a CPaaS platform, MessageBird was opening up legacy interaction channels by turning them into APIs for other companies to use … With the launch of this product, we have actually rotated into building new omni-channel products on top of a totally incorporated platform. Due to the fact that to actually be at the forefront of driving omni-channel into the mainstream, you eventually require to reach consumers directly and Omnichannel Chat Widget is the very first item to do that.”
Article curated by RJ Shara from Source. RJ Shara is a Bay Area Radio Host (Radio Jockey) who talks about the startup ecosystem – entrepreneurs, investments, policies and more on her show The Silicon Dreams. The show streams on Radio Zindagi 1170AM on Mondays from 3.30 PM to 4 PM.