Wednesday, April 22, 2020

CommBox manages omnichannel interaction

4/22/2020

With millions of people spending more time at home during the coronavirus outbreak, it's not surprising to see businesses step up their online game and expand their digital engagement tools.

Online interaction used to mean offering an email address along with a company's phone number.

Now, more businesses are engaging in what has come to be called omnichannel communication. That means they can interact with customers, vendors and associates using a wide variety of channels, from sms and chat to Twitter and What'sApp.

How do they manage this explosion of communication options? CommBox is one of the leading companies that offer an omnichannel platform, a service that blends these diverse channels into a stream that can be managed from a one unified console.

In addition to handling email and social media channels, the CommBox platform also incorporates call logs, file sharing, audio and video conferencing, support ticketing, knowledge libraries and live chats.

CommBox says its system uses chatbots to instantly take specific actions based on customer requests and sets rules that are triggered by certain keywords or user behavior. Customers can also fill in and sign web forms while they are engaging with agents and staff. The CommBox system can integrate with Salesforce and other popular CRM systems.

For a closer look at CommBox, check out the video below and visit the CommBox website where the company offers free demos. CommBox is also accessible through a number of other channels including Twitter, Facebook, LinkedIn and Instagram.






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Follow me on Twitter @ricmanning and read my technology columns at My Well Being.

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