Virtual PBX Featured Article

Mitto Conversations Provides a Single Multimedia Inbox for Omnichannel Communications

January 29, 2021

By Tracey E. Schelmetic - Virtual PBX Contributor

The trend of omnichannel customer communications sounds simple on its face: no matter which communications media a customer chooses, they can interact with a company on the same transaction. Unfortunately, many contact centers still have their channels – phone, email, text and social media – highly siloed, meaning a customer who calls and then later sends an email is frustrated by the agent’s inability to help them.

To try and streamline communications, many companies are finding it takes complex integrations of APIs, which raises costs, increases the burden on agents and often results in errors. More companies are launching solutions for omnichannel communications that are prebuilt, eliminating this extra cost and complexity.

The latest company to do so is Mitto, a provider of global omnichannel communications solutions. The company recently introduced Mitto Conversations, a new solution that empowers brands to seamlessly and more efficiently manage omnichannel customer communications within a single pre-built, no-code platform. With Conversations, brands can facilitate engaging and secure two-way conversations that build brand loyalty and trust while reducing customer churn, development time, and support costs. Mitto Conversations supports most major chat and messaging apps, such as WhatsApp, Facebook Messenger, Apple Business Chat and SMS.

The Mitto Conversations solutions provides customer support centers with a single unified inbox for all customer engagement channels and a wide range of content, including messaging, videos and emojis, giving brands the channel and content flexibility required to effectively engage customers who expect a seamless multimedia experience. Conversations “democratizes” customer engagement, according to the company, giving anyone from customer support to experience teams access to a single tool and a variety of communications channels to immediately reach and interact with customers for more natural, personalized two-way conversations.

“As customer attention moves towards the channels they feel most comfortable with, brands today are challenged with meeting customers wherever they are, not where brands want them to be,” said Andrea Giacomini, CEO of Mitto, in a statement. “This is why we built Mitto Conversations, to give brands of all sizes an easy-to-use, pre-built interface that provides the flexibility and ease to have meaningful, secure and personalized conversations with their customers anywhere they are while maintaining the consistent brand voice an omnichannel engagement strategy enables.”

Edited by Maurice Nagle


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