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Bitrix24 Bitrix24 CRM

Bitrix24 Omnichannel communication

Bitrix24 offers a comprehensive omnichannel communication solution that enables businesses to connect with customers through multiple channels seamlessly. By integrating various communication methods, Bitrix24 helps organizations provide consistent and efficient customer service, enhancing overall customer experience and engagement.

1. Key Features

Multi-Channel Support

  • Integrated Communication Channels: Bitrix24 supports various communication channels, including live chat, email, social media (Facebook, Instagram), telephony, and messaging apps (WhatsApp, Viber).
  • Unified Inbox: Manage all customer communications from a single interface, allowing teams to respond quickly and efficiently, regardless of the channel used.

Live Chat and Chatbots

  • Live Chat Functionality: Engage with website visitors in real time through live chat, offering immediate assistance and support.
  • Automated Chatbots: Utilize chatbots to handle common inquiries, provide information, and guide customers through processes, reducing the workload on support teams.

2. Customer Relationship Management (CRM) Integration

  • Centralized Customer Data: Automatically log all customer interactions across channels in the CRM, providing a comprehensive view of customer history and preferences.
  • Lead Management: Track and manage leads generated through various communication channels, ensuring timely follow-ups and nurturing.

3. Performance Monitoring and Analytics

  • Reporting Tools: Generate reports on communication metrics, such as response times, customer satisfaction, and channel performance, to identify areas for improvement.
  • Real-Time Analytics: Monitor team performance and customer engagement in real time, allowing for quick adjustments to strategies and processes.

4. Automation Capabilities

  • Automated Responses: Set up automated responses for frequently asked questions and common issues, improving efficiency and reducing response times.
  • Routing Rules: Implement rules to automatically route customer inquiries to the appropriate team or representative based on predefined criteria.

5. Integration with External Tools

  • Third-Party Integrations: Connect Bitrix24 with other communication and CRM tools to enhance functionality and streamline workflows.
  • API Access: Utilize the API for custom integrations, allowing organizations to tailor omnichannel communication to their specific needs.

6. Mobile Accessibility

  • Mobile App: Access omnichannel communication tools through the Bitrix24 mobile app, enabling team members to respond to customer inquiries on the go.
  • Push Notifications: Receive real-time notifications for incoming messages and inquiries, ensuring timely responses regardless of location.

7. Security and Compliance

  • Data Protection Measures: Implement security features to protect customer data and ensure compliance with data protection regulations.
  • Role-Based Access Controls: Maintain security by restricting access to sensitive information based on user roles and permissions.

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