Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Chatbox launches personalized messaging ecosystem

Dynamic exchange of rich, structured cross-channel data

Today's consumers are less and less willing to waste time when interacting with companies. They want to get questions answered, make purchases, or get the service they need - all on their timeline, preferred channel and with no loss of context from their previous conversations.

A recent study by Oracle shows that 75% of consumers perceive an enhanced experience enabled by modern engagement capabilities in more-personal scenarios. And according to Facebook, the channel of choice is mobile applications: 67% of people expect to use messaging apps more to talk to businesses.

The market opportunity to offer messaging experiences at scale, plus engagement on an individual level, creates a hotbed for adoption. Yet businesses are struggling to identify partners with open solutions that are easy to deploy. The Chatbox ecosystem addresses the industry need and provides a customizable, flexible and open solution for businesses to create and automate personalized conversations.

Chatbox seamlessly integrates the six key technologies required for businesses to create, integrate, and automate hyper-personalized messaging experiences for their customers at scale:

1. Omni-channel
   Communicate with customers on any messaging channel such as SMS, live chat, Facebook Messenger, WeChat, LINE, RCS, Twitter, and others. Build experiences one time and deploy to any channel without modification.
2. Automation
   Scale operations through use of Artificial Intelligence and Natural Language Processing, providing cost-effective 24/7 automation. Chatbox is compatible with all AI engines such as Amazon Lex and Google DialogFlow. Gartner reports that intelligent automation - the combination of AI and automation - will manage 85% of businesses' customer relationships by 2020.
3. Instant Apps
   Instant Apps are a unique capability and core differentiating feature of the Chatbox ecosystem. They provide for the exchange of rich, structured data in a secure app-like experience directly from within messaging flows. Customers can sign forms or pay invoices, change their flights or submit an insurance claim, all without leaving the conversation. Checklists, wizards, rich-media, e-signatures, payments and more are built using an intuitive drag-and drop builder that requires no engineering expertise. Instant Apps can be interjected directly into any conversation on any channel with no loss of context. According to the GSMA, 80% of consumers are eager for messaging solutions that enable brands to easily switch from text-based messaging to rich media, app-like experiences. Instant Apps offer these rich media, app-like experiences that RCS messaging and Apple's Business Chat promise, but with more responsive, dynamic functionality. Data shared within an Instant App is secure and fully encrypted. Unlike RCS and Apple's Business Chat, Instant Apps are channel and device agnostic so brands can build them once and deploy them everywhere.
4. Integrations
   Connect CRM and API sources, surfacing the right information at the right time.
5. Agent Tools
   Escalate conversation to humans, along with the full context of automated conversations as well as structured data collected via Instant App.
6. Analytics
   Measure the efficiency of the solution in real-time.

"Our solution helps customer-focused brands glue together the technologies needed to deliver hyper-personalized experiences at scale. These businesses require an open, flexible, and extensible ecosystem that seamlessly integrates their existing technologies and investments," said Phil Gordon, CEO and founder of Chatbox.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)