All your digital and mobile messaging interactions in one place to improve the customer service experience

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IMIchat is a cloud application built for Contact Centres to enable customer service agents to easily have live two-way conversations with customers across SMS, Facebook Messenger, Twitter, Web and Email, working alongside existing voice channels.

What makes IMIchat so effective is that it provides a single conversational view across all communication channels in one place. Leading businesses, BPO’s and Contact Centre Solution Providers are using IMIchat today to increase agent productivity, reduce inbound Contact Centre traffic, and differentiate their customer service experience.

“IMIchat has all the benefits of web chat, but optimised for channels readily available on a mobile device. It’s perfect for customers on the move, or in situations where voice calls would be intrusive or impractical.”

How our clients use IMIchat today

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Features

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60% better first contact response rate

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25% reduction in operational costs

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15% lower inbound call volumes

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Features

• Multi-channels (SMS, Email, FB Messenger, Twitter & Web Chat)
• Intelligent conversation routing
• Threaded chat views
• Simultaneous chat
• Templates, filters & reports
• Real-time dashboards

For a detailed overview of all agent and supervisor features click the button below

SEE THE FEATURES

Benefits

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Improve agent productivity

Boost agent productivity across key KPIs such as contacts per hour, speed of resolution, avg. enquiry pick up time, and much more.

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Achieve KPI targets faster

With increased pressure to meet your KPIs, IMIchat offers your customers alternative channels to contact you, helping reduce customer waiting time.

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Deliver a ‘mobile first’ experience

Enhance the customer service experience and brand loyalty by making mobile an integral part of your engagement strategy.

How to get started

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Simple cloud-based access

Nothing to download or install, a single web interface for your agents to manage digital and mobile channels in one place.

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Embed into desktop apps

Easily make IMIchat available through all or selective agent desktops through a secure iFrame integration.

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Integrate with existing systems

IMIchat can easily be integrated with your existing CRM and CCI systems to ensure customer records are synchronised in real-time.

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