Messenger Communication Platform Features

The Telegram / Viber channels are relatively simple to set up, it is a rather inexpensive channel for us, and setting up new bots is easy enough to implement, for our different countries.

Telegram/Viber are missing staff that actually work on these platforms, to be able to advise and help. We originally set up the platforms on an ex-employees phone number, and now we cannot seem to get the account disconnected from his phone, meaning we have to request log in details from him even though he doesn't work here anymore. We also have all his phone contacts, which are not relevant to Myprotein. We have been advised that there is no way to change/disconnect his number from the account, and we will have to start all over again with a new account (losing all our current subscribers), which is not a viable option for us.

It's great because it allows you to communicate with customers where they are, on Whatsapp. For the customer a very known way of communicating while on the back end for us very organized.

Not always very easy to find old conversations once they are closed. If you remember a specific example of a ticket we can use for training purposes etc.

With a small icons on the footer website, we got greater feautures to chat with guests asking for support. The chatbot and other features to automaticly replay in case of agent absence is strategic for our buisness which works in direct customer relatione chats only seasonally-

A back-and user manual or a support team speaking and writing italian will be much appreciated. It has happened that FB and IG connection process previosly actvivated failed for unknown reasons but no allert was advised (?)

The product is quite intuitive especially in the ticket management and user-follow-up part. You can manage different roles for operators and it's easy to hook pre-populated chat blocks to manually managed chats. Another thing that I really liked is the possibility of using variables to be associated with customers directly from automated chats and then find these values in the customer base/address book.

Although the system is very powerful, some features are a bit hidden and probably still in "experimental". The thing that is missing most is a GUI where you can immediately see the entire flow chart and the customer journey at a glance, especially on the chatbot part.

The software is easy to use and intuitive, you can export convos in pdf

-Not very user-live chat friendly - When you write the message and then change chat without sending it, the message disappears (very annoying) -When you have a few different chats open and you open a new one, it would redirect you to the new one you just opened but to the oldest one (very annoying, live chat is about being quick and this often causes mistakes, like sending the message to the wrong...

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Great product. Easy to use and analyse all in one platform

Customer support isnt the best - still a couple of questions outstanding.

The best feature for me is the access to almost all of the messaging apps. We can't deny how big the messaging industry is now especially when pandemic arises, it is the only way to communicate for some, but the more apps/softwares produced the more struggle for the companies communication team because in order for us to stay updated and connected to clients we have to be accessible in all the messaging apps in the market. In Messenger Communication it gives us ease of access to all of these different messaging platform. One click and we can now view, reply, add chatbots to all of our platform.

Nothing much, maybe the pricing because it's expensive but I think the features answers it all.

The Messenger Communication Platform is really easy to use and has transformed our customer service offering. Not only are we now able to provide answers to user questions 24/7 through the automated response system, but we are also able to offer personalised communications with our support team with the live chat function, all using WhatsApp. So far the feedback has been amazing.

The analytics could be a lot better. We are currently having to do a lot of manual work gathering meaningful metrics. The pros far outweigh the cons though.

user friendly, responsive, fast and efficient

I like everything about messenger people

Provides alternative ways of staying in touch with your consumers.

Depending on the platform used to integrate with (Telegram, Viber), some features are missing, such as voting buttons, polls etc.

The chatbot and it implementation. As the whole platform once you understand how to set up the chatbot it's easy to maintain and there is no need to have tech dev involved in it.

The report section still to be improved. There are no metrics related to agents but only to the whole team. If you want/need metrics agent base, you need to use the API

It combines different platforms in once, no need to have several of them we can just communicate with other partners easily and using the same software, it is very convenient.

Customer service is lacking, could improve that with more investment in customer service labor costs.

Flexible features, the services allows a variety of things that similar services don't (ex. outbound messages)

Not user-friendly and limited analytics-wide

Ease of connectivity, database control, Ease of communication via Watsapp,

Not Cons, but i think more work can be done on Dashboards

simplicity, customer service, API integration

small bug, tempestivamentally resolute with support operator

We use this programme for Viber in my region only and except some opt out issues everything works well.

As we use this in certain locale, would be great if we could test it how it looks for new user from the customer side. By that I mean in different country you might see messages in different language and that's where we struggled while testing it as we have UK phone number and use the service in other countries.