HELLO by MSG91

Features HELLO by MSG91

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 platforms 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.