CommBox Review

Multiple Ways of Connecting Customers

CommBox lets businesses set and implement multiple digital channels to give their customers the opportunity to connect with marketing, sales, IT, and customer service teams in ways that are more convenient for them. For instance, agents and staff can engage with customers who are using WhatsApp Business or Facebook Messenger for sending inquiries and requests. All WhatsApp Business and Facebook Messenger correspondence can be handled directly within the platform. 

Users can also leverage CommBox’s smart inbox feature in order to easily manage communications with customers across social media channels like Facebook, Twitter, Instagram, and YouTube. This feature can consolidate customers’ posts, comments, mentions, and reviews from different social media platforms into a single interface. The platform, moreover, enables them to build AI-powered chatbots that they can deploy to their websites and mobile applications. These chatbots have the ability to capture and understand what customers are trying to convey and send them automatic messages.

CommBox has web-based and mobile applications that give customers interactive and enjoyable ways of connecting with teams. These applications permit them to call or video chat agents and staff right straight from users’ websites or their own mobile devices. Email, two-way SMS or MMS messaging, private and public walls, and voice calls can be set up as communication channels as well. 

Efficient & Effective Customer Communication

The customer support and messaging platform deliver a set of features that provides teams with an efficient and effective way to communicate with customers no matter which channels they prefer to use. One of those features is a routing engine that automatically assigns conversations, inquiries, and requests to the right persons based on specific variables like channels, agent or staff skills, loads, and customers’ intentions. 

Another customer communication feature offered by CommBox is it allows users to collaborate with each other in real-time as they are handling issues, inquiries, and requests from customers. Here, agents and staff can consult with expert employees using an internal messenger so they can provide customers with the right responses and solutions. They can also ask for help from people outside of their company.

CommBox has a co-browsing tool that permits agents and staff to assist customers by allowing them to sign and fill in web forms. They will be able to do this while they are currently interacting with the customers. Concerned agents or staff are instantly notified as soon as customers begin filling in the forms, enabling them to guide customers along the way. 

Business Process Automation

CommBox is an AI-powered customer support and messaging platform. This makes it capable of automating business processes, which improves the productivity and performance of marketing, sales, IT, and customer service teams. For instance, the platform allows users to define “intentions” that agents and staff should understand from their conversations with customers across channels. CommBox then automatically executes predefined actions and delivers ready-made answers to customers based on their intentions that the platform has identified.