Modern messaging has transformed the way we communicate with each other. It’s changed the way we keep in touch with friends and family, how we date, how we interact with colleagues and how we use language itself – think emojis, GIFs, and LOLs.
With more than five billion messaging app accounts worldwide and a growing fleet of AI-powered voice assistants, businesses know they need to be wherever customers are. Meanwhile, 9 out of 10 customers say they’re ready to chat with businesses through messaging.
Brands who care about being where their customers are will have no choice but to embrace all the channels, whether that’s WhatsApp, Facebook Messenger, WeChat, Apple Business Chat, or Alexa. According to a Dimension Data report, businesses are managing an average of 11 different customer communication channels. However, almost 60% of those channels are managed in silos.
Smooch’s omnichannel conversation platform provides businesses with the ability to talk to the right customer, in the right place, at the right time, without sacrificing context along the way. It allows brands to connect with people on popular chat apps and then easily move the conversation to a more secure and private channel like their mobile app. It also allows them to easily authenticate customers, even on public channels so that they can provide a fully personalized experience without the risk of a privacy breach.
By integrating with both customer-facing messaging apps and enterprise-grade CX software, Smooch allows businesses and organizations to have personal conversations at scale – in a way that’s sensitive to the needs of their unique users. One organization in Texas uses Smooch to help girls in Texas gain access to sexual health and reproductive services. The not-for-profit uses Smooch to interact with girls through SMS, which provides the security and anonymity they require. Another organization in Brazil is leveraging Smooch’s integration with WhatsApp – which is the #1 messaging channel in Latin America – to help solve the viral spread of misinformation and “fake news” on the platform. Meanwhile, a luxury hotel brand has built an entire “chat concierge” platform on Smooch, allowing its global customers to connect with hotel staff around the world on their messaging channel of choice.
A proud member of the Montreal tech community, Smooch is helping businesses develop more meaningful relationships with their customers on a truly global scale.
