Clickatell: Boosting customer engagement with advanced chat functionality

Boosting customer
engagement with
advanced chat
functionality

Clickatell app

Client

Clickatell

Industries

All Industries

Services

Solution Engineering

Technologies

Data and AI

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.

messaging

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.

Chat Desk

Solution

Design, engineering, and implementation

The comprehensive platform for support agents was designed, engineered, and implemented to enable simultaneous interactions with multiple clients while streamlining customer service processes.

Incorporation of chat features

Advanced chat features, such as chatbot assistance and chat forwarding, were incorporated to enhance agents' understanding of and ability to satisfy customers' needs.

Built chat flow

We engineered an intuitive drag-and-drop conversation workflow builder that allows Clickatell clients to configure their bots and deliver engaging chat experiences with ease. The solution allows users to access detailed product descriptions quickly, enables complete self-service processes such as bill payments and account transfers, makes direct purchases from the chat window, or gets the user in touch with a human support agent if necessary.

API facilitator

Developed an advanced API facilitator solution that gives Clickatell’s clients an opportunity to establish seamless and comprehensive integrations with Shopify, Zendesk Support, Zendesk Sell, and Salesforce. This solution facilitates the integration of information and features from applications within a client’s tech stack into their Clickatell system, thereby promoting synchronization across all platforms.

Real-time insights

Real-time analytics were added to Clickatell ChatDesk to provide support agents and business owners with in-depth insights into customer interactions and other important data.

Clickatell ChatDesk

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.

Technologies

MySQL, PostgreSQL, AWS Aurora PostgreSQL, AWS S3, AWS DynamoDB, AWS Lambda, AWS Kinesis, AWS Keyspaces (Cassandra)

Frequently Asked Questions

Clickatell ChatDesk is an innovative platform that enables businesses to train their own digital assistants to respond to specific queries and recognize user intent, among other things. It also lets organizations create custom business flows for the bot, simplifying self-service operations for clients and boosting user engagement.

After our successful cooperation on the Clickatell platform, the company decided to use our deep business flow automation, AI, and engineering expertise to create an innovative and advanced chat desk platform. Apart from the platform and ChatDesk, Avenga and Clickatell have also worked on other projects.

Clickatell and Avenga have been partners for over 7 years, with Clickatell first reaching out to us in 2016. Since then, we've been a reliable technical partner to them, providing the company with the necessary skills, resources, and expertise in a timely manner.

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.

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