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 platform's 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.

What's New in the Latest Version 5.4

Last updated on Dec 17, 2023

What's NEW!• Supporting WhatsApp catalogue type of messages.• Option to copy chat messages to your clipboard.• Improvements and bug fixes.