In today’s fast-paced digital landscape, customers expect brands to meet their needs in real-time. With 64% of consumers demanding instantaneous communication, the need for seamless, omnichannel engagement has never been greater.
Over half of businesses interact with consumers on at least eight different channels to meet these high expectations. This is where Customer Relationship Management (CRM) platforms like Zoho come into play, helping businesses manage and streamline these interactions.
However, meeting consumer demands for personalized, two-way conversations and ensuring data security are ongoing challenges. Luckily, Mitto’s SMS and chat integration capabilities provide a solution. By integrating SMS, WhatsApp, Viber, two-way text messages, and SMS failback with their Zoho CRM, users can unlock new opportunities to enhance customer engagement, streamline communication, and optimize data security.
Key Features of Mitto’s Omnichannel Integration
Omnichannel strategies are incredibly valuable and help businesses exceed ever-rising customer demands.
Brands implementing a mature and complete omnichannel communication strategy are:
Additionally, each channel used within an omnichannel strategy provides its own unique benefits, including:
- SMS: With high delivery rates and 98% open rates, SMS is an effective channel for urgent and important messages.
- WhatsApp: Brands can delight customers with multimedia content, including images, videos, and files. With 60% of users reading messages within five minutes, WhatsApp delivers superior ROI.
- Viber: With over one billion global users, Viber is a powerful tool for boosting reach and engaging a wide audience with rich media, interactive messages, and link previews.
- 2-Way SMS: This channel enables both user-initiated and business-initiated interactive communication. Customers can respond directly to messages, fostering engagement and quick query resolution. Inbound contacts are automatically created and added to the CRM, making two-way SMS ideal for opt-in campaigns and swift customer support.
- SMS Fallback: This ensures message delivery by automatically switching to SMS if another channel fails, maintaining consistent communication.
The Benefits of Integrating Mitto with Zoho CRM:
Integrating Mitto with Zoho CRM offers numerous benefits, transforming how businesses communicate with their customers and manage their internal processes.
Among the key benefits of Mitto’s Zoho integration capabilities are:
- Multiple Communication Channels, One Platform: Engage customers through their preferred channels—all from a single, centralized platform.
- Higher Response Rates: WhatsApp and Viber have significantly higher response rates compared to email. No internet connection? Choose SMS as a fall-back option.
- Seamless Customer Management and Team Collaboration: Teams can now easily manage all customer interactions from within their Zoho CRM by staying informed with complete insights, history, and personalized communication from one accessible location.
- Time-Saving: Simplify your toolbox and streamline processes to enhance team collaboration, eliminating the need for multiple tools and reducing costs.
- Cost-Effective Communication: Mitto’s smart routing options allow you to choose the most effective and economical channel for your messages. Only the first message is billed, and you will enjoy the next 24 hours of communication for free.
- Compliance and Security: Adhere to global messaging regulations and ensure robust protection of customer data.
Mitto + Zoho for Retail: Enhancing Customer Experience
Retailers can use Mitto’s integrations to provide timely updates and personalized experiences.
By using SMS for order confirmations and delivery updates, WhatsApp for personalized customer service and multimedia content, and Viber for promotional campaigns with rich media and link previews, retailers can ensure customers receive timely information and support, enhancing their shopping experience and fostering loyalty. SMS also acts as a reliable backup channel to ensure messages are always delivered.
Mitto + Zoho for Banking: Improving the Customer Journey
Banks can utilize Mitto’s integrations to offer real-time financial updates and support.
Implementing two-way SMS for balance inquiries and transaction alerts ensures customers have real-time access to their financial information. The SMS failback feature ensures critical messages are always delivered, maintaining trust and reliability. WhatsApp and Viber can also be used to send secure documents, images, and important updates, boosting customer trust and engagement.
Mitto + Zoho for Travel: Elevating Customer Engagement
Travel companies can keep travelers informed and reduce stress with timely updates.
Sending itinerary updates and real-time notifications through WhatsApp and using SMS for last-minute alerts keeps travelers informed, contributing to a better overall experience. WhatsApp and Viber allow detailed information, images, and links to be shared securely, enhancing a traveler’s experience while keeping their sensitive data safe. SMS serves as a secure and reliable fallback channel.
Want to Integrate Now? Here’s How:
- Connect Your Accounts: Log in to your Zoho CRM and navigate to the integration settings. Easily connect your SMS, WhatsApp, and Viber accounts.
- Configure Your Settings: Customize your messaging templates, set up workflows, and define your communication preferences to match your business needs.
- Launch and Monitor: Start using the integrated channels for customer communication. Use real-time analytics to track performance and adjust strategies as needed.
Enhance Customer Communications with Mitto + Zoho
By integrating SMS and chat apps with their CRM, Zoho users can deliver personalized communications, turbocharge ROI, expand their global reach, save time, and better protect customers.
Ready to see how Mitto can help your brand drive productivity and profits?
Contact us today for more information.
