inQuba becomes the first company to offer a fully integrated WhatsApp and SMS multi-channel journey solution
Leading Customer Journey Management and Customer Experience (CX) software company inQuba today announced the addition of integrated WhatsApp chat to its platform.
This allows businesses to extend their dialogue, service and feedback channels to WhatsApp.
Says Managing Director Trent Rossini, “Businesses can now offer a more conversational, elegant means to engage their customers via everyone’s favourite chat app.”
“We have seen that giving feedback to businesses needs to be a seamless experience for customers – just like chatting to a friend. The inQuba platform now provides the ability to initiate dialogues with customers to get their feedback on their experience with the companies we service,” says Rossini.
inQuba’s solution is notable in that it can engage with customers via an SMS and they can respond via the SMS in a chat type style or engage in a WhatsApp interaction. The system is fully automated and enabled by logic configured in the inQuba platform.
“Feedback and dialogues are captured and organised by the inQuba platform into lists that employees can view, escalated to Case Management where appropriate, and text analysed for sentiment and themes,” says Rossini. “This is then all stored against the single view of every customer.”
With this new integration, a company’s WhatsApp service channel can now co-exist with their feedback channel. Full support for WhatsApp Business Certified numbers is enabled on the platform. And, Rossini adds, “It’s very cost-effective as it is cheaper than SMS.”
“In more advanced implementations, our customers are using the WhatsApp channel to provide information to end customers, collecting additional missing information to process claims and using this information to automate workflows. Work can be offloaded to a chat channel, reducing the pressure on call centres and other admin areas but at the same time dramatically improving the end customer experience,” Rossini comments.
Using the WhatsApp channel, customers can be sent informative content when they get stuck at a particular stage of a journey (for example a claim submission), or nudges that help them get closer to their goals.
The WhatsApp and SMS integration forms part of the broader inQuba suite for mobile engagement, which offers SMS to mobile web surveys, email to mobile web surveys and app embedded surveys.
inQuba’s Journey Management platform is designed to enable businesses to understand the journeys customers take when engaging with them via different channels, for example a call centre, email, the web, and now WhatsApp. This means businesses can initiate a dialogue with a customer wherever they are on that journey – for example if they call in for a quote and don’t take up the service – from the inQuba platform, and bring that feedback back into the platform for analysis and further action.
“A business could be having 100s of simultaneous conversations with customers,” Rossini comments, “asking them questions – for example why do you want new insurance, or vehicle finance and so on – and then send that information to someone in the business to take further, and sign that customer up.”
The backend system that drives the conversations is able to ask structured and unstructured questions, ensuring it gets the information needed.
In an era where customers are demanding better, more personalised service, but likewise are not willing to visit physical branches or wait in call centre queues, technology like this offers a means for businesses to meet their customers where they are, and engage meaningfully.
If you’d like to find out more about how WhatsApp can extend your dialogue with your customers, please get in touch with us.