Display your custom channels clearly alongside your other channels

Does your organisation also use custom channels, such as its own forum, intranet or SMS? Then make sure the messages that come in on these channels don’t disappear off the radar. Your own channels can also be easily integrated into OBI4wan’s existing toolset.

The custom channels are easy to integrate into your service process because the messages arrive in OBI Engage in an orderly fashion. This allows you to manage your entire digital customer service – including social media, live chat, review platforms, messaging channels and your own channels – from a single solution.

Your employees no longer need to spend extra time on your custom channels because all your messages come through OBI Engage. That means employees can immediately see if they need to take action. Handling those messages works the same as for any other channel, so no additional training is necessary!

Include the messages that come in through your custom channels in your statistics. Tag them by subject to identify the nature of the questions or comments. And keep track of your team’s turnaround time and performance. These are the ingredients for a good service strategy!