Over the last several months we’ve observed an increasing desire from our customers to more easily manage complex customer journeys across multiple channels. As we spoke to customers about this burgeoning need, it became clear that too much time was being spent making adjustments to customer journeys across channels with similar attributes (i.e. WhatsApp, WeChat, Telegram). At the same time, customers didn’t want to give up control over what makes each channel unique, be it content format, visualizations, or additional capabilities offered by another platform.
To address this, our team has built the concept of Channel Grouping into Conversations by NLX.
Conversational Designers can now deploy the same customer journey across any group of channels they desire while retaining the special qualities of each. What’s unique about our channel grouping concept is that you can get the most from each channel you’re deploying to (i.e. content structure and visuals) without having to add any overhead to the team managing these flows.
This “build once deploy anywhere” concept has already proven to be a huge efficiency boost to teams that deal with large deployments where they might be managing hundreds if not thousands of customer journeys across an array of channels. We’ve already started to further improve upon this concept and can’t wait to share those enhancements when they’re ready. (Check out the video below to see just how easy it is!)
For more information about how you can get started building a best-in-class customer experience today, please reach out to us via our contact us tab.