An innovative customer support and messaging platform is now becoming available for businesses and universities.
CommBox innovation. CommBox recently announced that it is moving into the education sector by making its technology solutions available to both universities and businesses. This is a significant move that will likely have a big impact, especially as it rolls out technology with a global appeal. It comes at a time when, according to reports, the ed tech sector is predicted to surpass $45Billion.
What exactly is CommBox? Let’s start from the beginning: The days are gone when businesses had to employ many customer service staff or run call centers to deal with customer queries. CommBox is said to have reinvented how sales, marketing, customer service and IT teams connect and communicate with customers. It is a powerful platform for omni-channel customer experience. It assists contact centers, CRM’s systems and enterprise level companies to boost productivity and provides customers with advanced seamless experiences.
Customizable and integrates
CommBox is fully customizable by adding JavaScript functions, customizing CSS, redesigning menus, adding options, running own JS code and using other advanced features. It can be integrated seamlessly with existing systems. Users can therefore automate what can be automated in each and every channel and then let live agents handle the more complex tasks.
Multiple digital channels
CommBox enables users to implement multiple digital channels such as web call, video chat, email, voice, SMS, MMS, bots, WhatsApp, Messenger, Facebook, Twitter and application stores. All the communication from all these channels come to one smart inbox. There the messages are prioritized and either responded to automatically or rerouted. CommBox chatbot resolves what it can resolve and re-routes what it cannot to a live agent based on priority, and the query is handled there. Customers can therefore connect and interact with teams at their convenience any time from any place and receive a relevant and swift response. Communication with customers is efficient and effective irrespective of which digital channels are used.
Users of CommBox automates business processes using chatbots, instantly takes specific actions based on customer requests and sets rules that are triggered by certain keywords and behaviours. Chatbots can be used to engage customers in real time on the website, WhatsApp Business, Facebook Messenger, Twitter, Instagram and SMS.
CommBox enables customers to fill in web forms while engaging with agents and staff and the latter are instantly notified so they can guide the customers.
With so many digital channels to engage with teams, customers don’t have to wait for responses and customer satisfaction increases.
Internal collaboration
On CommBox, agents, staff and experts collaborate with each other in real time as they handle inquiries, complaints and requests using an internal messenger so that they give customers the right solutions and answers. They implement a workflow in which staff and agents can ask for assistance from internal/external experts in real time. The platform is also capable of automatically building a knowledge base of responses and answers to frequently asked questions and requests raised by customers.
Real time dashboard
CommBox also provides users with a real-time dashboard that reports agent performance and monitors customer satisfaction.
CommBox Features
- Advanced customer management system customization
- Seamless integration with existing systems
- Flexible deployment (cloud, isolated cloud or on-premise)
- Omnichannel communication
- Fully scalable for high volume operations
- Smart inbox
- Agent routing
- Real-time collaboration
- AI-powered chatbots
- Live dashboard with real-time reports and customer satisfaction monitoring
- Automation rules
- High-end data security
Solutions that CommBox brings
Faster complexed responses: CommBox enables your customer service agents to work on multiple conversations at once so there’s, no backlogging and unreplied conversations.
Improved client engagement: Using chatbots, voice and online messaging systems, CommBox provides an easy way for your customers to contact you instantly from their favorite devices.
Resolving customer interactions with ease: The CommBox omnichannel chatbot will take the load of your live agents. CommBox chatbot is currently resolving approximately 30% of customers queries for many companies who decided to implement it on their website or app.
Customer retention using analysis: Providing great customer service is the best way to retain your customers. With CommBox advanced reports & analysis feature, you’ll have quick and easy access to customer data to help retain your client base and lead your support and sales team up for success.
Brand reputation: With fast, reliable customer service, your business will maintain this stellar reputation you always dreamed of, that will eventually give you an edge over your competitors.
CommBox in the classroom
CommBox is now entering the classroom. Universities and colleges of all size can now adopt the power of a true omnichannel platform powered by AI capabilities to better serve its customers and students. Agents will now have an improved technological environment to better serve students needs within the hour.
Who are the main innovators behind CommBox?
CommBox (AKA Bumpyard), an information technology company based in Israel, founded in 2013 and currently govern the Israeli market for the past 7 years. Its customers include: Bank Leumi, Bank Discount, Clal, Kimberly Clark, Bezeq, Pelephone, Hot, AIG, IKEA, Shufersal and more which are Israel’s largest banks, insurance companies, municipalities, and telecommunication companies.
CommBox is now entering the education market and has recently added Israel’s international college IDC Herzliya to their list of customers.
Additionally, CommBox also entering the international markets and has already acquired big names such as: Travel Card Australia, Be Wiser, and Clarks Shoes.
The company believes that productivity is best achieved in an environment that encourages collaboration. That is why they use their product as an integral part of their culture which is strong on collaboration, flexible work spaces and high-quality standards that nurture innovation and creativity.
A partnership approach:
As many Silicon Valley unicorns grow through partnerships, CommBox is no different: It partners with other businesses and technology vendors. According to the company website, if you are a contact center/CRM software provider, or integrator you can find out more about CommBox partnership opportunities here. CommBox specializes in transforming contact centers and CRM systems to become fully omnichannel with AI capabilities and work in all communication channels.
Source: www.newstrail.com
