While most of the people were hustling through their books to end the FY18 on a good note, our tech team was burning the midnight oil to bring some awe-worthy features to you.
In this post, I am listing down major feature releases for March 2018. Kommunicate, in addition to these features, will help you improve your customer support by bringing the power of automation and conversations.
To help your support team organize queries more efficiently, we just released Kommunicate’s integration with Zendesk, a leading ticketing software for customer service.
Now you can file any conversation in Kommunicate as a ticket in Zendesk. All you need is a Zendesk account and you are good-to-go with the integration.
We released our iOS SDK earlier this march to help you seamlessly integrate Kommunicate in your iOS apps.
You can find out documentation, instructions and customization help here.
We’re introducing new routing rules for your agents to efficiently cater to customer conversations.
Choose either to manually or automatically assign agents to conversations. The automatic assignment will distribute the conversations based on a round-robin basis to evenly distribute the workload.
Bot Integration and Actionable Messages
A pure textual experience is not enough to make a conversation interactive, fruitful, and easy to act upon.
Kommunicate now allows you to add several other interactive components in conversations such as images, audios, and video in the form of message templates, quick replies, buttons, cards, lists, and other actionable items to provide a rich messaging experience.
Find the instructions and documentation to implement Actionable Messages here.
Revamped Reporting Dashboard
We are bringing more reporting and analytical powers to your dashboard. Now check out metrics like users who initiated conversations, the number of conversations and number of messages exchanged in a single go.
In the next releases, we are bringing more granular reporting by introducing agent-wise analytics. Keep an eye on the reporting dashboard.
Revamped Away Message Design
We just gave a fresh new look to Away messages — our fallback feature when your agents are offline.
To configure you are away message, go to Dashboard →Settings →Team →Away Messages.
That’s not it!
We have started the groundwork for something exciting for all of you. We’re launching a feature which will enable your customers to get answers from your knowledge base within the chat beacon.
Please watch out this space for the next release notes. You can find all the previous release notes here.
At Kommunicate, we are envisioning a world-beating customer support solution to empower the new era of customer support. We would love to have you onboard to have a first-hand experience of Kommunicate. You can signup here and start delighting your customers right away.