Client
Industries
Services
Technologies
Introduction
Clickatell is a globally recognized messaging and communication solutions provider with an impressive client list featuring BP, Capitel, Ikea, US Food, Booking.com, IBM, McKinsey and Company, Accenture, Visa, and Bloomberg, among many others. The company is also Avenga’s long-standing strategic partner with whom we have collaborated on numerous projects.
Building on its success in revolutionizing enterprise messaging, Clickatell set its sights on making real-time communication more accessible to businesses to help them meet the modern-day customer’s demand for instant responsiveness. For this initiative, they decided to leverage Avenga’s expertise in AI, chatbot, and workflow automation technologies to create an all-encompassing enterprise chat solution that enables them to deliver a delightful user experience with each interaction.
Clickatell helps brands create commerce experiences their customers love in the messaging channels they already use every day.
Challenge
In today’s market, customers expect fast and personalized service from any business they interact with. They also want to reach companies through their preferred communication channels, like WhatsApp, rather than going through the hassle of downloading apps, visiting websites, sending emails, or making phone calls.
Failing to meet these expectations can result in lost business: 40% of customers will stop patronizing an organization if they receive poor service, and 60% will not return after switching to a competitor.
Given that acquiring new customers is up to 25 times more expensive than retaining existing ones, providing a seamless, omnichannel customer experience is crucial for any business, but it requires expertise, funding, and time. To help companies address these challenges, Clickatell hired us to create Chat Desk and Chat Flow – platforms that integrate customer service across channels and automate workflows for both B2C and B2B organizations and provide convenient and sophisticated services.
Solution
Results
Technologies
MySQL, PostgreSQL, AWS Aurora PostgreSQL, AWS S3, AWS DynamoDB, AWS Lambda, AWS Kinesis, AWS Keyspaces (Cassandra)
Clickatell ChatDesk is an innovative platform that enables businesses to train their own digital assistants to respond to specific queries and recognize user intent, among other things. It also lets organizations create custom business flows for the bot, simplifying self-service operations for clients and boosting user engagement.
After our successful cooperation on the Clickatell platform, the company decided to use our deep business flow automation, AI, and engineering expertise to create an innovative and advanced chat desk platform. Apart from the platform and ChatDesk, Avenga and Clickatell have also worked on other projects.
Clickatell and Avenga have been partners for over 7 years, with Clickatell first reaching out to us in 2016. Since then, we've been a reliable technical partner to them, providing the company with the necessary skills, resources, and expertise in a timely manner.
Clickatell ChatDesk is an advanced customer service platform that helps businesses reduce support costs and empower support agents. It can handle many simultaneous customer queries, enact business flows, and seamlessly hand over elaborate requests to human agents when their intervention is required. Chat Desk supports various channels under the same user interface for the agent: Web Widget, WhatsApp, Facebook Messenger, Twitter Messenger, SMS & OTPs.
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