Contact Center, Chatbot and Shard Inbox All in one place.

Hello by MSG91 is an integrated digital communication platform that elegantly fuses the power of a contact center, AI-driven chatbot, and a shared inbox. With its comprehensive suite of features, businesses can offer a seamless, consistent, and efficient customer support experience across various channels.

Key Features:

Unified Dashboard:

All-in-one Interface: Aggregate phone, chat, email, and social media interactions into one intuitive dashboard.

Interaction History: Access prior customer interactions, ensuring agents have context for every conversation.

Real-time Monitoring: Track and manage active interactions, queues, and agent statuses in real-time.

Contact Center Module:

Omni-channel Support: Centralized handling of voice calls, emails, chats, SMS, and social media messages.

Smart IVR: A robust Interactive Voice Response system to direct customers efficiently.

Agent Management: Easily assign, monitor, and manage agents based on workload and specialization.

AI-powered Chatbot:

Instant Response: Provide real-time responses to common customer queries, even outside business hours.

Learning Algorithms: The chatbot improves over time, understanding and predicting customer needs better with every interaction.

Smooth Transitions: Seamless handover from chatbot to live agents when complex assistance is required.

Shared Inbox System:

Collaborative Emailing: Team members can work on customer emails collaboratively, ensuring faster and more accurate responses.

Categorization & Tagging: Sort and prioritize emails based on custom categories and tags.

Pre-defined Templates: Use templates for frequently sent responses to save time and ensure consistency.

Integration and Extensibility:

CRM & ERP Integrations: Connect seamlessly with popular CRM and ERP solutions to synchronize customer data.

API Access: Extend the platform's capabilities by integrating with third-party tools and services.

Data Analytics & Reporting:

Performance Metrics: Gain insights into agent performance, customer satisfaction scores, and more.

Custom Reporting: Build tailored reports to understand specific trends and insights crucial for your business.

Security Features:

Data Protection: All customer interactions are encrypted to ensure data privacy.

Compliance Standards: Adheres to leading compliance norms like GDPR, HIPAA, etc.

Access Control: Define role-based access to ensure data integrity and limit exposure.

Benefits of Hello by MSG91:

Streamlined Operations: Multiple tools combined into one ensures reduced operational friction.

Enhanced Customer Experience: Instant support, whether through a bot or a human, ensures customers are always assisted.

Cost Efficiency: Consolidating multiple tools into one can significantly reduce overhead costs.

Flexibility & Scalability: The platform grows with your needs, accommodating increased interaction volume effortlessly.