How Conversations Levels Up Your Customer Experience

These days, communication channels just keep proliferating. Between SMS, social media, messaging tools, and live chats, it seems like a new one pops up every day, each with millions of […]

These days, communication channels just keep proliferating. Between SMS, social media, messaging tools, and live chats, it seems like a new one pops up every day, each with millions of users hoping to use their preferred channel to contact your company. What’s a business to do? How can you ensure a top-quality customer experience by guaranteeing quick, personalized responses across every channel?

Mitto’s Conversations tool allows you to centralize all your business-to-customer messaging in one intuitive platform. With Conversations, you can manage inquiries, provide support, and gather feedback across SMS, Facebook Messenger, WhatsApp, and more.

It’s a powerful platform, and the possibilities for customer experience can sometimes feel daunting. After all, Conversations allows you to:

  • Manage multiple customer inquiries from one simple dashboard. Switch between SMS,  WhatsApp, and Facebook Messenger with ease.
  • Craft customized messages using templates, images, videos, and links.
  • Set up automated replies to frequently asked questions or trigger special offers through SMS.
  • Assign chats to specific agents or departments so issues get resolved quickly.
  • Handoff conversations smoothly between team members.
  • Access a customer’s conversation history to provide personalized service efficiently.

How can different business lines leverage the power of Conversations to deliver an exceptional customer experience? How can they make the most of Conversations’ capabilities?

Ecommerce

For ecommerce companies, keeping customers informed about order status is crucial. When a shipment gets delayed, or tracking information is unclear, you want to provide answers to customers as quickly as possible.

With Mitto’s Conversations tool, your support agents can provide real-time assistance via whatever channel the customer reaches out on – whether it’s SMS, Facebook Messenger, WhatsApp, or more.

For example, a customer’s order tracking says their package status is “Unknown.” They get worried and send your store a text asking what’s going on. Using Conversations, your agent can chat with the customer to get all the information they need to look up order details and shipping information. If the package was misrouted, your agent can contact the shipping carrier to resolve the issue and then provide updates to the customer via messaging.

The key benefit is that the customer gets quick answers and proactive support wherever they message you. Your agents have full context and history within the Conversations dashboard to handle any shipping issues efficiently. No more getting bogged down toggling between apps and platforms as you resolve customer problems.

Retail

For brick-and-mortar retail stores, engaging customers online is key to driving foot traffic. Mitto’s Conversations platform allows you to connect with customers directly through Google platforms.

Using Google Business Messages, customers can reach your store through Google Search and Maps to ask questions and get quick answers. Your agents can handle inquiries about store hours, inventory availability, making appointments, product recommendations, and more – right from the Conversations dashboard.

For example, if a customer searches for your store’s hours on Google, they can simply send a message to confirm when you’re open without having to find your phone number and call. Your agent can respond instantly with the hours for that day.

Or if a customer needs help finding a specific product, they can message you on Google Search to ask if it’s in stock. Your agent can verify inventory and reserve the item for convenient in-store pickup.

Conversations gives you a direct line to assist customers on Google and guide them into your physical store. With a streamlined omnichannel approach, you can increase engagement, conversions, and foot traffic by meeting customers on their channel of choice.

Hospitality

For hotels, resorts, and other hospitality businesses, delivering exceptional customer service is crucial. Mitto’s Conversations platform enables you to engage guests across channels before, during, and after their stay.

Prior to arrival, guests can reach out via their preferred messaging platform to ask questions or book experiences. For example, someone staying at your beachfront hotel could message you on Facebook Messenger to schedule a surfing lesson with the concierge.

During their stay, guests can easily contact the front desk or housekeeping with any requests or issues over SMS or WhatsApp. If a guest notices their room service order is incomplete, they can text to have the rest delivered immediately. Not everyone enjoys hopping on the phone for assistance, especially if they’re relaxing in their room on a vacation, so it’s essential to offer guests digital channels for support.

Your staff uses the unified Conversations dashboard to provide prompt, personalized support no matter how the guest reaches out. And with the full chat history, any agent can pick up where another left off to resolve requests quickly.

By meeting guests on every channel, you can provide a seamless hospitality experience. Conversations enables your staff to deliver excellent service that builds loyalty and keeps guests returning year after year.

Healthcare

For hospitals, clinics, and other healthcare organizations, clear communication with patients is a must. Mitto’s Conversations platform enables convenient two-way messaging between providers and patients.

Patients can use their preferred messaging channels like SMS or WhatsApp to schedule appointments, ask billing questions, or request medication refills. Healthcare staff can send appointment reminders and follow-ups to streamline care.

For example, a patient could message their doctor’s office on WhatsApp to schedule a check-up. The office staff would handle the request promptly using Conversations integrated dashboards. They can check the doctor’s availability, set the appointment, and confirm the details over the patient’s preferred messaging app.

Telecommunications

For mobile carriers, ISPs, and other telecoms, providing quality customer support is essential. Mitto’s Conversations platform enables you to engage customers through their preferred messaging channels.

Your subscribers can get assistance via SMS, Facebook Messenger, WhatsApp, and more. For example, if a customer has an issue with slow data speeds, they could message your support team on WhatsApp. An agent could run diagnostics, recommend troubleshooting steps, and provide status updates conveniently over messaging.

You can also use Conversations for proactive outreach. Send customers notifications for new device launches, upgrade eligibility, or billing reminders over their preferred platform. Segment and customize messages to resonate.

The Ultimate Two-Way Communications Tool

With Conversations, your agents have a unified dashboard to efficiently handle high volumes of customer inquiries. Customers get the personalized, prompt support they expect over the messaging apps they already use and trust. And that’s really the key. No matter the industry, Conversations is all about keeping your customers comfortable and satisfied – no matter which channel they use.