Introducing Mitto Conversations

In 2020, a lot of businesses realised the need for CPaaS. Especially with the onset of contactless environments, many brick-and-mortar stores were…

Joshua Felder

In 2020, a lot of businesses realised the need for CPaaS. Especially with the onset of contactless environments, many brick-and-mortar stores were shutting down without a way to engage customers remotely. Mitto stepped in to fill this newly created void, building off their advanced customer engagement technology for agile enterprise solutions. As more omni-channel needs arose, many industries required a tool to bring everything to an intuitive user interface for brands to manage all their communications – across various channels -- within one solution. Enter Mitto Conversations.

[caption id="attachment_35083" align="alignright" width="180"] Sandro Stupar[/caption]

Mitto’s Director of Product, Sandro Stupar, explains the thinking behind their latest innovation. “With the omni-channel strategy, you’re looking at WhatsApp, chatbots, SMS, Facebook Messenger, etc. What Conversations does is bring all of that into one portal so you can visualise all of your customer conversations and easily facilitate two-way communications to get customers what they want, when they want it.

We are positioning Conversations as a customer service tool because a lot of our clients were saying, ‘our support processes are broken, we are spending too much on service agents, emails are only opened 20% of the time, and we’re struggling to provide timely service to consumers’. With the Conversations tool, all of those concerns are solved with a single interface that provides the best customer experience possible with an easy-to-use UI that promotes two-way conversations.”

From World-Class Mobile Communications to Cutting Edge Web Portal

Historically, the majority of Mitto’s enterprise customers connected to their industry-leading platform via API integration. However, while APIs serve their purpose and make it easy to build messaging into any touchpoint in the customer journey, the ease of using a browser-based tool enables businesses of any size to execute efficient omni-channel operations. Conversations can be used by multiple customer-facing teams with no coding required on the client’s end, further empowering support teams to provide the best customer service possible with faster processes and fewer resources needed.

“The thing that’s so exciting about Conversations is the ability for companies to engage in dialogue with consumers on their preferred channels easily,” Stupar continues.

“Brand communications, especially inbound, have typically been in the form of basic contact forms or support calls with long wait times. For us, particularly in the customer service space, we want to encourage real conversations that can be initiated by the customer--and tracked and managed by the business--with absolute ease"

"If a consumer reaches out to a company on their preferred channel, the Conversations portal is populated, and agents can immediately respond with 1:1 messaging or custom automated responses.” Mitto’s customers will be able to provide value during consumer interactions with Conversations by addressing problems with speed and ease. Setup is customisable based on the needs of specific companies. The immediate focus is on customer support, but Conversations can expand into marketing or sales capabilities.

In addition to providing enablement of two-way communications across WhatsApp, Facebook Messenger, Apple Business Chat, SMS, and more, Conversations will also have built-in analytics. KPIs like customer engagement rate and resolution times are easily accessible for management teams and process improvement. Being able to track performance data allows Conversations to be tweaked for optimal use and sets up organisations for success.

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