Virtual Office Featured Article

MessageBird API Picks Up the Thread

August 14, 2018
By Paula Bernier - Executive Editor, TMC

People today use an unprecedented number of applications and devices to communicate. That creates more data, but it also adds complexity.

It makes it more difficult for businesses to contact those people using the method they prefer. It can make it a challenge for organizations to understand which communications from various channels comes from the same people. And all that can make it tough for businesses to deliver seamless experiences across channels.

But it doesn’t have to be that way.

Businesses can adopt solutions that bring everything today. And in the process that allows them to deliver better customer service and their target audience to have better experiences.

One such solution that enables this kind of thing comes from MessageBird.

"Enterprises require a single holistic view of interactions emanating from a diverse array of channels as an integral aspect of an optimized digital CX strategy," said Courtney Munroe, GVP of WW Telecom research at IDC (News - Alert). "MessageBird's Programmable Conversations is an excellent and cost-effective tool that enables enterprises to reduce the complexity of managing the B2C omni-channel customer experience process."

The MessageBird offering is called Programmable Conversations. It’s an API that integrates customer interactions across channels into a single conversation thread. Right now it supports the integration of Facebook (News - Alert) Messenger, Line, Telegram, WeChat, and WhatsApp applications as well as SMS and voice interactions.

And because it allows agents to pick up interactions where they left off, MessageBird explains, Programmable Conversations can increase customer satisfaction and retention, lower response times, and streamlining workflow. It also frees up developer resources by eliminating the need to add and maintain solutions for each customer channel.

"Delivering communications experiences that improve customer satisfaction and loyalty has to be a focus of businesses today," said MessageBird CEO Robert Vis. "Consumers today want to connect with businesses in the same way they do with their friends and family – on their own time, via their preferred channel with all the context of previous conversations. With Programmable Conversations enterprises can now easily build a modern communications experience while reducing the burden of their often over-tasked developers."

MessageBird is a seven-year-old cloud communications company out of Amsterdam and San Francisco. Last year it closed the largest investment into a European software business with $60 million Series A round from Accel Ventures and Atomico (News - Alert).

Edited by Maurice Nagle

View All