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Clickatell launches on-demand customer care platform, Clickatell Touch

It delivers a complete, end-to-end enterprise platform that connects consumer chat with business operations

BestMediaInfo Bureau | Mumbai | November 29, 2016

TOUCH-CARD-HR-PHONEClickatell, the enterprise mobile messaging pioneer,unveiled Clickatell Touch to transform the customer service experience for companies and its customers by bringing one-touch, on-demand mobile customer service to enterprises everywhere.

Clickatell Touch replaces outdated support methods with real-time communication and intelligent workflow automation that brings an end to the current call centre experience of complicated phone trees and dropped calls. The app is soon to be launched in India and will see major businesses integrating its customer services on the platform.

The new Clickatell Touch platform delivers a complete, end-to-end enterprise platform that connects consumer chat with business operations. Touch runs in the cloud and works with enterprise infrastructure of every stripe. The platform seamlessly deploys across contact centres and integrates with existing enterprise CRM, ERP and support solutions, including Salesforce, Zendesk, SAP and Microsoft Dynamics.

Deon van Heerden Deon van Heerden

“We can use a mobile phone to summon a car with a single touch of a button and we believe it should be just that easy for customers to connect with brands. The world has moved from mobile first to mobile always. With Clickatell Touch, big brands can set up shop in the palm of a customer’s hand,” said Deon van Heerden, CEO, Clickatell Messaging.

Clickatell Touch is personalised, immediate and intuitive, making it a game changer in today’s customer service landscape. Its essential elements include:

  • Touch™ chat platform enables businesses to seamlessly manage multiple customer conversations in parallel. Our enterprise chat application provides 360-degree views of customers, chat forwarding, multi-agent to customer chat, mark-ups, bot chat assistance and many other enterprise features that drive customer engagement happiness.
  • Touch™ cards are customisable mini-applications that bring everyday transactions like appointments, estimates, purchases, invoices and more into the chat stream as simple and convenient self-service interactions.
  • Touch™ Business rules engine intelligently integrates Touch with your existing on premise and cloud-based enterprise CRM, ERP, support and business applications to leverage customer data and deliver personalised experiences.

The company says that its trials and testing have indicated up to a 60 percent reduction in call centre costs over the first three years of operation. Part of these savings are a result of the fact that with Clickatell Touch, a single agent can handle up to six customer conversations at the same time. The other significant saving factors are elimination of IT infrastructure, self-service and automation capabilities. Touch Cards also provide opportunities to cross-sell and upsell during support interactions.

Founded 15 years ago, Clickatell has long been recognised as a pioneer in helping brands build experiences and relationships with customers via mobile phones, starting with SMS and text messaging. The company works with some of the largest global brands including WhatsApp, Facebook, Visa, McKinsey and Company and IBM.

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