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
60% better first contact response rate
25% reduction in operational costs
15% lower inbound call volumes
• 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
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.
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.
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
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.
Embed into desktop apps
Easily make IMIchat available through all or selective agent desktops through a secure iFrame integration.
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.