The software gives you access to features like Call Routing and Interactive Voice Response with AI-driven bots. This helps automate business calls, set up self-service for simple issues, and free up your staff to address more complex client queries. 

The messaging features allow you to connect communication from different platforms including Messenger, WhatsApp, SMS, and other similar channels. There are dedicated contact centre options that provide you access to a lot of messaging apps you can use for this purpose. You can even utilize AI-driven chatbots to automate messages and provide better and faster customer support.

Besides the average chat and voice bots, Genesys allows you to set up AI-powered digital assistants that are able to engage with your customers in natural language. They can identify and answer common questions and address basic queries. The 24-hour availability of these AI-powered assistants makes them a really useful tool for your business.

In case something complex comes up which they are unable to answer, the query is passed to a live agent who has access to all the previous information the bot collected. 

Genesys also provides in-depth analytics on customers from all these channels. Since it automates most of your communications, the data is stored and processed automatically. You can simply view the insights and employ them to make your operations even stronger.

Our Review Verdict

Genesys can be a powerful tool if used correctly. Its applications are everywhere including banking, retail, healthcare, government offices, and other private entities. If you are looking for something that can automate customer communications from all channels, you should definitely give Genesys Cloud a chance.

The Business Manager provides customer messaging solutions that are flexible and scalable. You can chat with your customers in real time, automate conversations through chatbots, or follow up on them later. Outbound messages can be delivered on your website or app and hence you can communicate with your customers across platforms. 

You may also segment your customers and create conversations specific to certain segments. The segments can be based on who your customers are, where they are located, and what actions have they taken on your website.

The Customer Data Platform is responsible for collecting and processing customer data from all channels in a single place. This data can be used to analyze different situations or simply to personalize conversations. Besides the company data of your clients, you may also track behavioral data, conversation data, or any other specific data field related to your business.

With Intercom, you can prioritize important customer or urgent matters by moving them to the top of your support queues. This helps retain high-value customers and enables you to solve urgent queries without any delays.

Intercom helps automate processes such as routing, assignments, and SLAs, which frees up your team to handle more important tasks. The chatbots can be built and implemented in minutes to collect information, initiate conversations, or answer FAQs.

Our Review Verdict

Intercom is another leading customer engagement platform that is being used by more than 30,000 users across the globe. Their clients include all types and sizes of businesses as their solutions are very flexible. We totally recommend Intercom for managing and improving client conversations and relationships.

With LiveChat, you can Interact with specific visitors based on their profile and behavior, and send personalized to increase engagement. This may include personalized greetings or announcements.

There are a wide variety of chat tools available which include AI chatbot automations, canned responses, file sharing, and live notifications. These tools allow you to respond faster to customer queries and save time on repeated questions. You may also add tags to your chats so that you can filter them later on.

You can also use the chat rating feature to get customer response on how well your support team did. You may also get specific feedback through a post-chat survey and generate a customer satisfaction report to see where you can improve. Besides the manual and automatic routing allow you to route the conversation to the right channel so that you don’t miss out on any conversation.

LiveChat also provides access to a lot of analytics. You can create custom reports on various metrics to see where you stand and identify room for improvement. You can view your total chats, missed chats, greetings conversions, chat satisfaction, chat engagement, survey reports, and a lot more.

There are a few dedicated security features as well. All connections to LiveChat servers are encrypted for both agents and customers so there are no chances of data leakages. You can automatically hide credit card numbers being shared in the chat and even limit access to specific devices or IP addresses. Besides, the app is GDPR compliant and HIPAA ready.

Our Review Verdict

LiveChat is being used as the number one chat automation and customer engagement software in more than 150 countries across the world. They have worked with some of the leading brands in improving their customer conversations and ultimately revenues. You can put all your trust in LiveChat as it has a proven record of success.

You can use LivePerson to manage your conversations across multiple platforms including WhatsApp, Apple Business Chat, Facebook Messenger, and many more.

The software provides you access to an Intent Manager which employs Natural Language Understanding (NLU) techniques to detect consumer intents and identify queries automatically. This eventually helps automate and optimize operations with intent-based performance data. The NLU algorithm LivePerson utilizes outperforms most competitors in metrics such as accuracy, precision, and recall across various industries.

It also has a built-in Conversation Builder tool that uses AI to create automated conversation flows. The Conversation Builder has a point-and-click interface with a guided assistant which makes it easier for non-technical staff to build these chatbots. There are a number of pre-built conversation templates that you can play around with to get started.

There are in-depth Conversation Analytics that help identify conversations that convert to sales, along with the average cart size of the customers. You can benchmark and monitor loads of KPIs in real-time to optimize your conversations for more conversions. This also helps you measure the ROI of your Conversational Cloud investment.

Our Review Verdict

LivePerson is one of the oldest tools in the market offering communication automation solutions to some of the leading brands of the world. It has applications in all major industries including design, entertainment, banking, travel, education, insurance, telecom, automotive, and a lot more. If you’re looking for something that can take the weight off your shoulders and automate your conversations for you. LivePerson is easily the best choice.