Best Omnichannel Inbox for Customer Support

Relying on a Single Support Channel is a Thing of the Past!

An Omnichannel Inbox for customer support is not just a trend, but a must now a days. Why? Because modern businesses use a variety of social media platforms like Facebook and Instagram to meet customers where they are, as well as direct messaging platforms like WhatsApp and Telegram for marketing and communication.

Managing and maintaining good customer relationships, when there are so many channels your customers are using to connect with you asking you questions about products or services. Responding to them at the right time, solving their queries and maintaining a good relationship with them is the main challenge for any customer support agents of any business right now.

With customers reaching out across numerous channels, support agents face immense pressure to manage relationships effectively. The constant need for prompt responses, accurate problem-solving, and personalized interactions is a critical hurdle for any business.

That’s why BotSailor’s Omnichannel Inbox combines all channels like Facebook, Instagram, WhatsApp, Telegram, and Webchat  all together to help your customer support agents to give your customers a consistent experience.

What is an Omnichannel Inbox?

Omnichannel shared inbox means a unified inbox system where a support agent can have a combined view of all customer inquiries from various channels like Facebook, Instagram, WhatsApp, Telegram, and Webchat. An agent can see all messages from customers from different channels all at once from a single window. This allows agents to efficiently manage and respond to all customer interactions without switching between multiple platforms.

Example: Imagine a mid-sized online clothing retailer. A customer, named "Lana," first sends an email inquiring about a product's sizing. Later, while browsing the retailer's Instagram page, she sends a direct message with a follow-up question.

Finally, she initiates a live chat session on the retailer's website to clarify shipping details. With an omnichannel shared inbox, a customer service agent sees all of Lana's interactions in a single, unified view.

The agent can then provide a complete and consistent response, regardless of the channel Lana used, creating a seamless and efficient customer experience. The agent can also see that Lana has contacted them on multiple platforms, and therefore tailor the help they give, ensuring that she is happy and doesn’t have to repeat information.

Why does your business need an Omnichannel Inbox?

An Omnichannel Inbox is mainly needed for preventing customer support agents from missing out on customers across various channels. Besides this, there are many compelling reasons why you need an Omnichannel Shared Inbox:

1. Better Customer Experience:

• Omnichannel shared inbox enables consistent and seamless interactions across all platforms for better customer satisfaction.
• Customers don’t receive repeat information because agents have a centralized view of their history.

2. Improved Productivity:

• Agents don’t have to move across multiple platforms, reducing time spent and errors made.
• Centralized communication enhances workflows & response times.

3. Team Collaboration:

• Enables team members to collaborate on customer problems using a shared inbox.
• Gives visibility into team performance & workload.

4. Reduced Missed Messages:

• Decreases the risk of missing customer inquiries, preventing frustration and possible loss of business.
• Helps support agents with quicker responses and a far more positive customer experience.

5. Data Consolidation and Insights:

• Brings together information from various channels regarding customers - offering insight into customer behavior and personal preferences.
• Allows better tracking & reporting of customer interactions.

6. Competitive Advantage:

• A seamless omnichannel experience can set your business beyond competition.
• Enables businesses to meet contemporary customer expectations.

7. Scalability:

• As your business expands and calls for more communication channels, the Omnichannel Inbox enables you to scale your customer support system effortlessly.

Omnichannel vs Multichannel Inbox

Both Omnichannel and Multichannel Inbox aim to streamline interactions, but differ in how they handle and link different communication channels. In BotSailor, you get to experience both at the same time. Here is a comparison:

Omnichannel Inbox:

• Unified Customer Experience: Provides a consistent support experience across all channels.
• Centralized Communication: Consolidates platforms like Facebook, Instagram, WhatsApp, Telegram, and Webchat into one window.
• Context and History Preservation: Agents receive the entire context and history of customer interactions.
• Personalized Responses: Agents can take over conversations where they stopped without customers repeating information.
• Missed Messages Reduced: Every message is identified, ensuring all channels are integrated.

Multichannel Inbox:

• Centralized Channel Management: Teams manage several communication platforms from one window.
• Independent Channel Operation: Channels function separately and are not automated or integrated.
• Limited Platform Integration: Works for businesses that do not need deep platform integration.
• Lengthy Customer History: Teams may take longer to stitch together customer conversations.

How to use Omnichannel Inbox?

Using BotSailor's Omnichannel Inbox is simple. Begin by integrating your WhatsApp, Facebook, Instagram, Telegram, and Webchat accounts. Then, access the Shared Inbox to instantly see all your customer inquiries across those platforms, organized in a clear, sequential view like this:

As you can see in this image, I'm receiving messages from customers on various platforms, and they're all displayed in a single, chronological view. Now let me give you a short introduction to BotSailor’s Omnichannel Shared Inbox functionalities.

The Omnichannel Inbox interface has three sections:

Subscriber List section.

Chat Window section.

Chat Action section.

1. Subscriber List Section:

• The BotSailor’s Omnichannel’s Subscriber List section centralizes all your subscribers acquired through WhatsApp, Facebook, Instagram, Telegram and also website integration or webchat, allowing for efficient management and communication.
• Users can also quickly locate subscribers via a search bar which is on the top and filter them using labels, sequences, and recent interactions.
• BotSailor’s Omnichannel also offers features like assigning agents to specific chats, managing unread and archived conversations, and handling blocked or resolved chats. This comprehensive system simplifies customer interactions, improves service, and enables data-driven analysis for better customer support and compliance.

2. Chat Window Section:

• Displays customer messages in a single chat interface.
• Then there's also a Translate Message function for communicating with customers in different languages, and Signature Messages identify the agent who is handling the chat.
• Agents may rewrite messages, send pre-written message templates or canned responses, and attach files including audio and video files directly to the chat window using AI. Such features simplify customer service / response time / experience.

3. Chat Action Section:

• Allows subscribing/unsubscribing customers, pausing bot replies, agent assignment, and labeling conversations.
• Displays the WhatsApp 24-hour messaging window timer.

To gain a thorough understanding of shared inbox functionalities, I recommend exploring this blog. It demonstrates each function using WhatsApp's shared inbox, which shares core features with omnichannel solutions.

👉 Live Chat: WhatsApp Shared Team Inbox for Support

Choosing the right Omnichannel Inbox tool

BotSailor's Omnichannel Inbox brings all your conversations into one platform so you can respond instantly, no matter where your customers reach out. With BotSailor, you not only get an Omnichannel Inbox but also a fully functioning AI chatbot and marketing platform. Here are the additional features that you get from BotSailor along with the Omnichannel Shared Inbox tool:

• Chatbots
  BotSailor's robust chatbot functionality allows you to automate basic customer inquiries, providing instant support even outside of business hours. This frees up your agents to focus on complex issues, ensuring your customers are always taken care of.

• Ecommerce shop
  BotSailor allows smooth integration with your WordPress or Shopify Ecommerce shop. This integration allows for automated updates to customers about orders and also helps with customer service regarding orders. Moreover, you can create an in-chat ecommerce shop in WhatsApp using the ecommerce catalog feature in BotSailor.

• AI Assistant
  By using the AI Assistant, businesses can train AI about their business and services to fully automate any conversations, allowing the chatbot to handle almost all inquiries from customers, providing instant responses, and guiding customers through basic processes. This allows your agents to focus on complex customer queries.
  Discover more 👉 Train AI Assistant for Chatbot with FAQ URL File

• Broadcasting
  Reach your audience via targeted broadcast messages across all media. You can broadcast promotions, announcements, and updates easily with BotSailor.

• Integration with All Channels is Easy!
  You can embed BotSailor on WhatsApp, Telegram, Instagram, and Facebook. BotSailor's tutorial blogs and tutorial videos make integrating your channels with BotSailor a breeze.

• Webhook Workflow
  Webhook workflow in BotSailor allows you to automate order notifications such as purchase updates, stockouts, order tracking, and payment received notifications, and integrate with third-party applications like Google Sheets.
  Discover more 👉 How BotSailor's WhatsApp Webhook Can Change Your Business

• Budget friendly pricing
  Flexible pricing plans make BotSailor accessible to businesses of all sizes. Read more about our pricing plans: Pricing Plans.

• Great customer support
  Our support team is always available at BotSailor. Help is available from onboarding to troubleshooting.

So, are you ready to dominate and elevate your support game?

Sign Up Now!

FAQ - Frequently Asked Questions 

Q: What is the best shared inbox customer support software?

Ans: Customers are able to utilize BotSailor, or use one of the best shared inboxes as a customer support communication tool. This software for shared inbox customer support has omnichannel and AI capabilities. This encompasses communication with clients via WhatsApp, Facebook Messenger, Instagram, Telegram and website chat/support.

BotSailor customer support is powered by artificial intelligence through custom data training, intent detection & central control with the strongest automation for e-commerce platforms like WooCommerce and Shopify, so support agents can concentrate on more complex issues. Helps also with team collaboration through agent assignment and performance tracking.

Q: What is an omnichannel messaging platform?

Ans: An omnichannel messaging platform unified communications across channels so they all focus on the customer. And it enables businesses to meet customers where they are - having consistent conversations across all channels with context and continuity.

Q: How does omnichannel work?

Ans: Omnichannel brings together customer interactions with the goal of creating a streamlined experience. That is knowing all the information about a customer from different interaction points with the business.

This information is crucial for businesses to understand the needs and behaviours of the customer so that they can present the customer with optimal experience.

Additionally, omnichannel allows customers to switch between channels without losing context. This phenomenon puts customers over anything else by removing barriers between communication and sales channels.

Q: What are the benefits of omnichannel support?

Ans: Customer Satisfaction & Loyalty:
Good experiences boost consumer satisfaction and loyalty. Loyal customers buy and endorse the brand again.

Enhanced Relations with Customers:
Omnichannel support enables businesses to reach customers via the preferred channel.

Improved Productivity:
Customer interactions consolidated to one platform enhances workflows and the productivity of the agents. Automation may handle routine inquiries while agents handle more complex issues.

Better Customer Insights:
Data collection across channels shows customer behaviour and preferences. Such data can improve products / services / marketing strategies.

Increased Sales and Conversions:
A unified customer view enables businesses to make personalized recommendations and help customers buy.

Q: What is an omnichannel messaging platform?

Ans: A single omnichannel messaging platform that unifies customer interactions across social media, SMS, email and live chat. It places emphasis on customer convenience and combines data into one customer profile - creating a customer-centric experience by breaking down communication silos.

Q: What is the concept of omnichannel marketing?

Ans: Omnichannel marketing offers a consistent brand experience across all channels and touchpoints. It puts the customer journey first, connects all marketing channels, delivers consistent messaging and uses data-driven personalization to deliver relevant content. So the end goal is a seamless customer journey where channels move across contexts seamlessly.

Q: How to leverage omnichannel?

Ans: Embracing omnichannel approaches means knowing your clients, tracking their journey, gathering information, analyzing repeatedly, linking systems to guarantee data quality, and concentrating on customer service and improvement. Key components include alignment within the organization, appropriate technology, and customer input regarding their needs and expectations. Unified messaging / shifts / Direct engagement is crucial to an omnichannel approach. Customers can be supported using mobile applications and mobile first.