Commbots: Omni Channel Contact Center + Help Desk Solution

Commbots is a complete Omni Channel Contact Center + Help Desk Solution ideal for Customer Services departments to provide an excellent communication platform to customers. Our solution enables businesses to engage with customers across multiple channels from a single, unified platform, streamlining customer service operations and improving customer satisfaction.

What does this mean to your business? There are two use cases that can be utilized in communicating with your audience, all depending on the needs of your business.

Key Features

1. Omni Channel Communication

Engage with your customers on the channel of their choice:

• WhatsApp: Leverage the most popular messaging platform in the region
• SMS: Reach customers via traditional SMS messaging
• Email: Handle email communications seamlessly
• Live Chat: Real-time website chat support
• Social Media: Integrate social media channels for comprehensive coverage

All channels are managed from a single, unified dashboard, ensuring consistent customer experience across all touchpoints.

2. Customer Service Automation

Commbots can be used to automate customer service processes and increase interdepartmental coordination:

• Automated routing of conversations to appropriate departments
• Smart ticket assignment based on agent expertise and availability
• Automated responses to common queries
• Workflow automation for standard processes
• Escalation rules and automated alerts

3. Real-Time Dashboard

Nothing beats a Real-time dashboard when it comes to monitoring multiple aspects of the system at a glance:

• Graphical Representation: Visual charts of received and sent messages
• Usage Summary: Overview of system usage and performance metrics
• Monthly Active Users (MAU): Track user engagement over time
• Template Sent: Monitor template message usage
• Application Summary: Comprehensive system statistics
• Customizable Widgets: Add more widgets on request for specific metrics

4. Conversation Management

Client List & Filtering

• View your client list with advanced filtering options
• Filter by conversation type (Open, Automated, Closed, Deleted)
• Filter by channels (WhatsApp, SMS, Email, etc.)
• Filter by labels for easy customer segmentation

Conversation Status

• Open: Chat in process by agent
• Automated: Chat in process by bot
• Closed: Chat finished or aborted
• Deleted: Chats deleted

View Options

• New/Unread: Still waiting for agent's response
• Assigned to me: Chat assigned to logged-in agent
• Assigned to Team: Chat assigned to agent's team

Labels & Organization

• Assign specific labels to customers for easy reference
• Agents can filter customers by labels
• Organize conversations for better management

5. Agent Features

From the conversation window, agents can:

• Send messages to customers in real-time
• Send attachments (images, videos, audio files, documents)
• Label contacts for better organization
• Close chats when resolved
• Transfer chats to other agents or teams
• View complete chat history for context
• Send quick replies and pre-defined attachments
• Use conversation alerts for internal communication between agents

6. Campaign Messages

Allow users to send bulk messages to opt-in customers:

• Notification/Alerts: Businesses can initiate customer interaction with mission-critical messages
• Promotional Messages: Send marketing campaigns and promotional content
• Common Use Cases:
  • One-time password (OTP) delivery
  • Appointment reminders
  • Shipping confirmations
  • Delivery alerts
  • Marketing campaigns
• Template Management: Every message template must be approved by WhatsApp before use
• Compliance: Full compliance with WhatsApp Business policies and opt-in requirements

7. Third-Party Integrations

Commbots can be integrated with your existing business systems for seamless data flow:

• CRM Integration: Sync customer data with your CRM system
• Helpdesk Integration: Connect with ticketing and helpdesk systems
• ERP Integration: Integrate with enterprise resource planning systems
• Sales Portal Integration: Connect with sales and lead management platforms
• E-commerce Integration: Integrate with online stores and e-commerce platforms

8. Developer API

HTTP APIs are provided in the system, which can be used to read and send messages from your application:

• Get Contacts: Retrieve customer contact information
• Get Chat History: Access conversation history via API
• Send Message: Send messages with and without attachments programmatically
• Send Template Message: Send approved template messages via API

9. Comprehensive Reporting

Detailed reporting options are available to get complete lists of reports related to:

• Bot Interactions: Track all chatbot interactions and performance
• Agent Interactions: Monitor agent activity and response times
• Chat History: Complete conversation logs and archives
• Campaign Reports: Analyze campaign performance and engagement
• Date-wise Reports: Time-based analysis and trends
• Channel-wise Reports: Performance metrics by communication channel
• Agent-wise Reports: Individual agent performance statistics

Why Choose Commbots Chat Center?

• Unified Platform: Manage all customer communications from one place
• Omni Channel Support: Engage customers on their preferred channels
• Efficient Automation: Automate routine tasks and improve productivity
• Real-time Insights: Live dashboard for instant decision-making
• Seamless Integration: Connect with your existing business systems
• Scalable Solution: Grow with your business needs
• UAE-Based Support: Local support team for quick assistance
• Proven Solution: Successfully deployed across various industries

On-Site Deployment

For local deployment, we provide on-site installation and configuration services. Server specifications and requirements will be discussed based on your specific needs:

• Server should have internet access to receive incoming messages as webhook
• Local deployment allows full control over security parameters (firewall, etc.)
• HTTP ports required for message submission and receipt
• Remote access for upgrades and support when required