Boosting Customer Engagement With Advanced Chat Functionality

Introduction

Clickatell is a globally recognized messaging and communication solutions provider with an impressive client list featuring BP, Capitel, Ikea, US Food, Booking.com, IBM, McKinsey and Company, Accenture, Visa, and Bloomberg, among many others. The company is also Avenga’s long-standing strategic partner with whom we have collaborated on numerous projects. 

Building on its success in revolutionizing enterprise messaging, Clickatell set its sights on making real-time communication more accessible to businesses to help them meet the modern-day customer’s demand for instant responsiveness. For this initiative, they decided to leverage Avenga’s expertise in AI, chatbot, and workflow automation technologies to create an all-encompassing enterprise chat solution that enables them to deliver a delightful user experience with each interaction. 

Clickatell helps brands create commerce experiences their customers love in the messaging channels they already use every day. 

Challenge

In today’s market, customers expect fast and personalized service from any business they interact with. They also want to reach companies through their preferred communication channels, like WhatsApp, rather than going through the hassle of downloading apps, visiting websites, sending emails, or making phone calls. 

Failing to meet these expectations can result in lost business: 40% of customers will stop patronizing an organization if they receive poor service, and 60% will not return after switching to a competitor. 

Given that acquiring new customers is up to 25 times more expensive than retaining existing ones, providing a seamless, omnichannel customer experience is crucial for any business, but it requires expertise, funding, and time. To help companies address these challenges, Clickatell hired us to create Chat Desk and Chat Flow – platforms that integrate customer service across channels and automate workflows for both B2C and B2B organizations and provide convenient and sophisticated services. 

Solution

Process

Discover 

A review of Clickatell’s current setup helped identify service gaps and automation opportunities. This revealed key use cases and highlighted technical dependencies. 

Understanding these gaps allowed us to focus on areas needing the most attention. It also guided the overall strategy for platform enhancement.  

Define 

We outlined the platform architecture, ensuring it aligned with business needs. Technical integration requirements and priorities were clearly defined. 

This phase solidified how each system component would contribute to the overall solution. It also set expectations for the next stages of development. 

Develop 

The chatbot engine, workflow builder, and API facilitator were developed to meet functional goals. Omnichannel support and real-time analytics features were incorporated throughout. 

Custom workflows ensured flexibility and scalability. Every feature was designed to improve both automation and user experience. 

Deliver 

The platform was launched with comprehensive testing and user training. Early feedback was incorporated to fine-tune the system and facilitate smooth adoption. 

We focused on troubleshooting potential issues and refining the user interface. This ensured the platform met Clickatell’s service goals from day one. 

Results

• An end-to-end customer service platform with state-of-the-art chatbot capabilities, empowering businesses to seamlessly unify customer communication across channels and efficiently process customer requests. 

• An advanced architecture that seamlessly integrates with a wide range of business applications and databases. 

• Unique functionality simplifies complex self-service operations, making them easy for users to complete on their preferred communication channels. The platform can seamlessly transition requests to human support agents when necessary.

Connect faster, respond smarter. 

Let’s talk

Clickatell ChatDesk is an advanced customer service platform that helps businesses reduce support costs and empower support agents. It can handle many simultaneous customer queries, enact business flows, and seamlessly hand over elaborate requests to human agents when their intervention is required. Chat Desk supports various channels under the same user interface for the agent: Web Widget, WhatsApp, Facebook Messenger, Twitter Messenger, SMS & OTPs.