The system provides customer support, collaboration with colleagues and more
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Spotted: Omnichannel retail has opened a range of conversational interactions between brands and customers. Instigation of conversations goes both ways, with companies serving marketing campaigns via new routes of communication, such as social media channels, while customers are able to contact support teams and others via mobile, website, and social accounts.
Managing the variety of channels could easily become overwhelming, particularly when automating answers to frequently asked questions and ensuring the cohesiveness of messaging published on multiple outlets. US-based company Rake calms the chaos with a single conversation stream that brings together as many people and channels as required.
Regardless of what platform a customer or colleague is using, the Rake system allows users to view every conversation by topic, rather than device or platform. For in-house marketers, the system allows content to be pushed out to a mix of channels from a single workspace. Customer chat functionality and the universal channel connect with SMS, WhatsApp, Messenger, Slack, Twitter, and a range of other tools. Rake offers three levels of access, starting with a free option for up to four users, and both the Team Plan and Pro Plan include unlimited user accounts.
Innovators are working to streamline all kinds of company processes, such as a search engine for internal company knowledge, a collaboration app designed to spark joy, and a virtual world for conducting meetings.
Written by: Keely Khoury