Conversational Customer Engagement Platform

For businesses to engage with customers via messaging channels like WhatsApp*, Google Messages & Facebook Messenger

*ReferralYogi provides it's solution through a partnership with an official Business Solutions Provider (BSP) of Facebook.

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PRODUCT FEATURES

Live agent Chat Panel

Elegant chat panel for your sales & support staff to handle multiple live chats received via multiple app channels. Key capabilities include

  • Separate chat groups to categorize enquiry types
  • Role privileges to ensure controls
  • Rule based chat assignment (skill, load balance & stickiness)
  • Quick replies to improve response time
  • Spam filters to avoid distractions

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AI Chatbot to automate conversations

Chatbots enable round the clock availability for you to interact with your customers. Our chatbots, using techniques like Natural Language Processing (NLP) & interactive templates, facilitate a smooth conversational flow via messaging channels, with the option to warm transfer the chat to a live agent at any time.

  • Engage with leads 24*7
  • Automate lead qualification via form-filling, location sharing etc
  • Enable order taking, appointment booking & visit scheduling
  • Leverage latest interactive temples – Buttons, time pickers, list selectors, rich links etc
  • Provision to transfer chat to a live agent

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Reports and Insights

We measure performance and provide deep insights into the effectiveness of each of your app channels. The reports capture volumetrics, channel effectiveness and customer loyalty scores.

  • Total messages and conversations handled
  • Agent productivity (chats handled, average response time)
  • Messaging effectiveness (delivered, read and responded, opt-outs)
  • Customer Loyalty and NPS scores, trending over time
  • Customer sentiment analysis for each interaction

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Send outbound campaigns, notifications and alerts

Business Initiated conversations help you start or re-engage with your customers. These messages could range from sending regular updates to specific transaction related notifications or reminders.

  • Educate your leads through nurturing messages
  • Send order or service-related notifications & updates
  • Respect customer privacy by consent-driven messaging & opt-outs
  • Powerful tools to send manual campaigns to targeted customer lists

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Integrations with back end applications

Our standard REST APIs allows your back-end applications to auto trigger messages based on set business rules. These APIs, tightly integrated with your CRM/ERP applications enable inbound queries enrich our chatbot capabilities to provide response real time.

  • Nurture leads from CRM & Marketing Automation systems
  • Send receipts directly from POS/Billing systems
  • Measure customer loyalty via NPS surveys
  • Configure customer workflows via real-time lookups
  • Perform cross-channel messaging to optimize customer responsiveness

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