Nominated
EXCELLENCE AWARD: MESSAGING
Clickatell is a global leader in mobile messaging. Clickatell’s Chat Commerce Platform sits at the intersection of mobile messaging (CPaaS, CCaaS) and commerce (Digital Payments) and allows brands to deliver rich conversational interactions on the largest messaging apps in the world including SMS and WhatsApp. Clickatell supports over 10,000 customers including global brands such as Deloitte, Booking.com, Standard Bank, Tangerine, Telegram, US Foods, Visa, Zipcar, Capitec, and others. Clickatell has delivered over 9 billion brand to consumer engagements, processing over a million transactions daily. Clickatell has direct connections to more than 1,000 networks, covering more than 220 territories. This gives the company a global SMS reach of more than 5 billion users.
The four solutions that the Chat Commerce Platform delivers are:
- Bulk Messaging: Reaching large groups of people with a bulk messaging solution that provides for the reliable delivery of outbound messages to large customer bases. Deliver notifications, updates, alerts, reminders, special offers, and OTPs on channels effective at deep customer engagement.
- Automated Messaging: Sophisticated, unassisted messaging workflows, deployed as a chatbot, with back-end system integration and orchestration capabilities. Automated Messaging delivers self-service experiences for the customer on messaging channels, enabling convenient customer interactions that encourage dialog and create engagement, while letting businesses use the same channels to automate certain processes with these sophisticated workflows. Automated messaging improves customer service and support interactions by empowering customers to get things done that previously required queuing in a branch, visiting a store, or holding onto a phone. Examples include onboarding as a new customer (opening an account), card and account management, interactively confirming or disputing a transaction, making bill payments, alerts, and notifications (fraud alerts, account limits, savings nudges).
- Live Agent Messaging: Live Agent Messaging allows engagement with a real person in real-time through 1:1 messaging. This solution can be delivered in multiple ways, either by allowing the customer to connect directly with a live agent desk or by allowing an automated conversation to be deflected to the agent desk. This may be when the automated bot interaction is no longer suitable, or when an issue needs to be escalated to a real human.
- Payments in Messaging: Secure payment experiences can be delivered directly through messaging with our payment solution. Allow the customer to make payment, either as part of an automated messaging experience or as part of a live conversation with an agent. Pay-by-text experiences can be sent from a website or app for things like bills, subscriptions, special offers, and last-minute deals. Please note, Clickatell is not the payment gateway or the payment processor. We have partnered with Cybersource to provide those services and are open to integrating with other payment providers. These solutions are enabled by the company’s rich product portfolio which includes:
- Chat Desk: Launched in July 2020, Chat Desk is Clickatell’s digital contact center solution. It is an end-to-end chat solution that enables live agents to communicate with customers over popular chat platforms, such as WhatsApp and Facebook Messenger, in real time. Using Clickatell’s Chat Desk solution, customer service agents can hold multiple conversations simultaneously, reducing the delay in responding to customer queries. In addition, Chat Desk offers advanced reporting and analytic tools, enabling enterprises to monitor agents’ productivity and performance metrics, as well as monitor customer satisfaction. In June 2021, Clickatell added new features to Chat Desk, including the ability for customer service agents to mark a live chat as pending, presenting surveys to customers when a chat ends, and display custom, automatically generated messages to customers in different scenarios.
- Chat Flow: This solution is Clickatell’s drag-and-drop conversation workflow builder, which enables enterprises to visually create, edit, and manage communication and business process workflows across multiple channels with little to no code required. In June 2021, Clickatell launched a combined Chat Desk and Chat Flow solution to improve customer chat experiences. Through this integrated solution, consumers can connect with brands through the Chat Flow automated chat, before being escalated to a live agent through Chat Desk if necessary. Automate a wide range of business responses to FAQs supporting customer service, engagement, and transactional use cases.
- APIs: Clickatell delivers a set of enterprise-grade APIs that enable businesses to send and receive messages to and from their customers: a) Messaging-specific APIs: These message-enable any application, website, or system and facilitate international one- or two-way messaging with an easy integration process. b) One APIs: Automate engagement over multiple channels, such as SMS and WhatsApp, with a single integration, removing the need to invest in overheads to program individual channels.
- Payment APIs: These end a payment request programmatically from an internet-enabled mobile or web application, or other software.
- WhatsApp Business Solution: Enables customers to interact with brands using WhatsApp, completing secure transactions, and receiving real-time support and time-critical notifications via one of the world’s most popular messaging channels. These messages benefit from end-to-end encryption and multi-factor authentication, with enterprises able to increase open and conversion rates by implementing interactive messages, images, and videos as part of their omnichannel marketing strategy.
- Campaign Manager: Create and launch bulk SMS campaigns, increasing customer conversion rates in a targeted and cost-effective manner. Send SMS campaigns within minutes, without coding or developer knowledge from our simple-to-use web app.
- Chat 2 Pay: In September 2021, Clickatell launched its Chat 2 Pay solution, tailored towards the North American market. This solution enables brands and enterprises to accept payments via SMS or WhatsApp, by sending consumers a payment link. This functionality is achieved through a partnership with Visa’s global payment and fraud management platform, Cybersource. In March 2022, Chat 2 Pay was integrated with Salesforce Commerce Cloud, strengthening the solution’s reach.
With Clickatell’s Chat Commerce Platform, companies can deepen the customer relationship by delivering real-time, context-appropriate messages that are actionable guiding customers through rich text- and message-based interactions, and delivering superior customer service and support, while creating new shopping experiences from the comfort of their own phones. With billions of consumers actively chatting on messaging apps, Clickatell believes Chat Commerce is the future of digital commerce enabling brands to connect, interact, and transact where their customers are. Clickatell’s aim is to honor people by providing them with the right to a modern, connected world and it has set out to do this by making sure they can communicate and transact with brands no matter where they are through mobile messaging.