Content Guru, a global leader in cloud contact center and customer experience (CX) technology, has unveiled a groundbreaking addition to its storm® platform. In a significant move, the company has integrated Google Business Messages, a digital communication channel, into its repertoire. This integration empowers customers to engage with brands via various Google entry points, including Google Search, Google Maps, and Google Ads.
Google Business Messages marks the latest addition to the arsenal of digital channels accessible to storm users. With this integration, customer inquiries received through Google Business Messages can now be swiftly addressed. Users have the choice of interacting with a virtual assistant, courtesy of the storm Machine Agent, or a live human customer support representative at the storm contact center. What’s more, all interactions are seamlessly managed through a single interface, eliminating the need for staff to log into Google accounts to respond to customer messages.
This new on-demand digital channel offers customers a direct line to businesses via their Google Business Profile. It complements and amplifies the traffic on traditional communication channels. Within the storm Google Business Messages interface, virtual agents equipped with intelligence can efficiently handle frequently asked questions, leaving human agents free to assist with more intricate inquiries. Furthermore, customers are presented with ‘quick reply’ options for effective self-service. Additionally, pre-set options allow customers to resolve their queries by finding solutions, reaching the correct department, or accessing suitable resources on the topic.
Richard Manthorpe, Product Director at Content Guru, expressed enthusiasm about this development, stating, “We are delighted to provide brands the ability to communicate directly with customers through Google’s portfolio of applications, further simplifying interactions. Through a mixture of virtual and human agents, brands can now respond effectively to interactions through Google Business Messages thanks to the integration with storm. The ability for brands to provide automated responses to straightforward questions, such as FAQs, whilst also opening up another digital communication channel is an exciting development, and we look forward to supporting our customers as they adopt Google Business Messages into their omni-channel strategies.”
This integration marks a significant step forward in the world of customer experience, making interactions more accessible and efficient for both businesses and consumers.