The Multi-Channel Inbox (MCI) is a s/w designed to consolidate various communication channels into a single, unified interface.
This all-in-one communication hub enables businesses to interact effectively with customers, prospects, and team members, all from just a single hub, and turns every customer conversation into a potential sales opportunity.
Why use the Multi-Channel Inbox?
The Multi-Channel Inbox (MCI) packs a host of features to help you streamline customer and team communication. Here’s a rundown of MCI use cases.
1. Centralized Communication Management
The MCI integrates multiple communication channels such as Facebook, Instagram, Gmail, Outlook, Microsoft 365, SMS, team chat and website chat boxes into one centralized inbox.
As a result, businesses can manage all interactions from a single interface and ensure that they don’t miss any messages while maintaining timely and consistent responses.
2. Communication Without Switching Channels
You don’t need to switch between channels to keep the communication flowing with the MCI.
For example, if a customer initiates a conversation through the website chat box but then leaves the site, the MCI allows you to continue the conversation via SMS and other channels without disruption.
The MCI’s flexibility ensures that businesses can maintain continuous customer engagement and provide a smooth communication experience across different platforms.
3. Marketing Campaigns
You can send marketing messages, direct booking links, interactive quotes, coupon codes and review requests to customers inside the Multi-Channel Inbox.
Furthermore, you can tailor your messages to specific customer segments using Active or Static Lists.
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💡The system dynamically generates Active Lists based on predetermined criteria. An Active List, for instance, can include “customers who haven’t booked in the last two weeks.”
Active Lists are great for re-engaging customers who may need a reminder or incentive to return.
On the flip side, you have to create Static Lists manually. These stay the same unless you decide to edit them.
Static Lists are perfect for targeting specific customers or prospects, such as regular or high-value clients you want to be included in your campaigns. |
In addition, the MCI comes with Macros to ensure consistency in communication while allowing for personalization with tokens for customer details.
💡Macros are preset messages to help you save time and keep your communication consistent across all channels.
There is 2 types of Macros, Text Macro and Email Macro.
Text macros can be used with every connected channel in your Multi-Channel Inbox. They only allow for plain text without any styling.
Email macros can be used with any connected email channel. They allow for rich text, special formatting, lists, links, color, text indent, attachments and much more.
You can personalize these messages with tokens, like 'Customer First Name', 'Customer Last Name', 'Sender's Name' or 'Company Name' to add a personal touch to each interaction. You can also create your own macros! |
4. Customer Support
The MCI allows for comprehensive customer data, including contact details, booking history, payments, and ratings.
That way, your support teams can have all the information they need to provide personalized and efficient service at their fingertips.
Meanwhile, the Sales Actions section contains many action to help you and your team move customers through the sales process. All of these actions directly lead to deals being closed and sales goals being met (and exceeded). The sales actions include:
Live Pricing & Real-time Booking Page Link : Send booking page link directly to your customers or prospects. MioCommerce’s Real-Time Pricing & Booking Pages help you save time with customizable sections, and dynamic pricing/availabilities.
Interactive Quoting Page Link : Send interactive quoting page link directly to your customers or prospects. IQ Pages are super flexible and powerful and can be embedded in your website to collect job related information and requirements from your customers in a single click, thus avoiding multiple back and forth loops!
Coupon Codes: Coupons are special codes that your customer can apply to the coupon section of any Live Pricing & Real-Time Booking Page to receive a special promotional rate upon purchase. (Coming Soon!)
Landing Page Link (URL Link to all Booking Pages): Your customers can see a list of all your booking pages in a single view. We call it the Landing Page/ Hosted page. The landing page is available as part of the Live Pricing Buy Button App. For more information on the Live Pricing Buy Button App, click here or navigate to your App Market now!
1-on-1 Reviews Request: With 1-on-1 Reviews you can request unlimited reviews through the Multi-Channel Inbox. Post positive reviews, filter negative comments and manage them separately, and reply quickly to customers!
Customer Portal Link: The Customer Portal gives your customers access to view all their upcoming appointments/quotes and their details like service location, service type, payment information, recent charges, who will be visiting, etc.
5. Team Collaboration
The Team Chat feature, available on our mobile app, allows for seamless communication among team members in the office or the field. It ensures that team members can always stay connected and informed.
The feature allows Real-time updates on bookings, service feedback, and tips, enabling you to manage service providers efficiently.
6. Filtering and Search Capabilities
The advanced filter system in Multi-Channel Inbox allows you to filter messages based on various criteria, helping you quickly find specific contacts or messages.
Furthermore, the MCI saves all communications across channels chronologically within friendly customer threads, making it easy to track and manage interactions.
Advantages of the Multi-Channel Inbox
Some of the benefits you’ll enjoy by having the MCI as part of your business tools include:
Enhanced Productivity: By consolidating all communication channels into one platform, MCI significantly reduces the time spent switching between different applications.
Increased Sales Opportunities: With features like sending booking page links, interactive quotes, coupons and offering live pricing and real-time availability, MCI turns customer interactions into sales opportunities.
The proactive approach to communication can increase conversion rates and revenue growth.
Improved Customer Experience: Providing personalized and efficient customer support increases customer satisfaction and loyalty. The comprehensive customer information and quick action buttons enable support teams to resolve issues promptly and effectively.
Better Team Collaboration: The Team Chat feature ensures that all team members are on the same page, improving coordination and productivity.
Real-time updates and easy access to service provider information facilitate better management and communication within the team.
Effective Marketing: MCI's marketing features allow you to engage with your customers in a targeted and personalized manner.
In addition, businesses can maintain consistent and professional communication across all channels by sending customized messages and using predefined templates.
In conclusion, the Multi-Channel Inbox is a powerful tool that addresses the communication needs of modern businesses.
The MCI's ability to unify various channels into one platform enhances efficiency, customer interaction, team collaboration, and marketing effectiveness, ultimately helping drive sales and improve overall business performance.