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Streamline customer support with AI-powered CRM

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Streamline customer support with AI-powered CRM

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Overview Discussion

Overview

Haptik is an AI-powered Conversational CRM that helps enterprises manage the customer lifecycle. Utilizing Generative AI, Haptik provides a suite of tools to streamline customer support, enhance marketing efforts, and optimize sales conversions.

Included in Haptik's offering is the \u0022Contakt\u0022 suite, which offers a unified platform for cross-channel customer conversations. Haptik's platform features a range of tools including an AI-powered web Q&A, AI-powered sales assistant, smart agent chat with an AI co-pilot, and intelligent analytics tracking user behavior.

Offering 24/7 support, Haptik can provide dynamic responses to customer queries with CRM & Web API integration. The platform also supports contextual inbox for support agents, equipped with AI chat prompts, pre-loaded customer details, and intent detection for efficient query resolution.

With Haptik's \u0022Interakt\u0022 solution, enterprises can execute extensive campaigns on WhatsApp to drive user engagement and marketing ROI. Lastly, the intelligent analytics feature gives businesses complete visibility of bot and agent performance to identify and address gaps in support.

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Pros and Cons

Pros

Conversational CRM

Unified cross-channel conversation platform

Enhances marketing efforts

Optimizes sales conversions

Intelligent user behavior analytics

24/7 support availability

Dynamic response generation

CRM & Web API integration

Contextual inbox for support agents

Pre-loaded customer detail provision

Intent detection for query resolution

WhatsApp campaigns with Interakt solution

Associated ROI tracking

Complete bot and agent performance visibility

Gap identification and resolution

Multi-industry application

Can execute extensive marketing campaigns

Guidance for conversational buying

User behaviour tracking

Handles high volumes of customer interactions

CRM for efficient customer service

Measurement of campaign performance

Supports multiple communication channels

Compatible with WhatsApp, Instagram, Google Business Messages, Facebook Messenger, etc.

Low-code builder

Cross-industry functionality

Automated assistance in product discovery

Generates personalized purchase recommendations

Allows real-time collaboration

Tracks key performance indicators

Handles millions of interactions

Achieves high customer satisfaction reviews

Supports large scale operations

Streamlines support

Boosts marketing

Fires up sales

Effortlessly handles high volumes of customer interactions

Handles transactions in tens of millions

Improves query resolution time

Satisfactory query resolution

API powered CX suite

View 36 more pros

Cons

No Multi-Language Support

Overdependency on WhatsApp

No Email Integration

No voice support

No SDK for Customisation

No Omnichannel Experience

Limited Bot Customisation

No On-Premises Solution

No Slack Integration

Focuses Only on Enterprises

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Q&A

What is Haptik?

Haptik is an AI-powered Conversational CRM specializing in helping enterprises manage the customer lifecycle. By utilizing Generative AI, Haptik provides a comprehensive set of tools to streamline customer support, enhance marketing efforts, and optimize sales conversions.

What features does Haptik provide?

Haptik provides a range of features which include an AI-powered web Q&A, AI-powered sales assistant, smart agent chat with an AI co-pilot, and intelligent analytics tracking user behavior. Haptik's 'Contakt' suite offers a unified platform for cross-channel customer conversations. The platform supports 24/7 support, dynamic responses to customer queries with CRM & Web API integration, and a contextual inbox for support agents equipped with AI chat prompts, pre-loaded customer details, and intent detection for efficient query resolution.

How does Haptik enhance marketing efforts?

Haptik enhances marketing efforts by utilizing AI-powered tools that allow for more personalized and engaging campaigns. Its 'Interakt' solution allows enterprises to execute extensive campaigns on WhatsApp, thereby driving user engagement and optimizing marketing ROI. Personalized responses and interactions lead to stronger customer relationships and improved engagement rates.

Can Haptik optimize sales conversions?

Yes, Haptik can optimize sales conversions. The AI-powered sales assistant tool guides potential customers through the buying process, providing personalized recommendations and facilitating a simplified shopping experience. This increases the probability of conversion, thereby optimizing sales.

What is Haptik's 'Contakt' suite?

Haptik's 'Contakt' suite forms a key part of their offering. This comprehensive suite offers a unified platform for cross-channel customer conversations, allowing businesses to handle customer interactions across different platforms from a single place. This suite includes AI chat prompts, pre-loaded customer details, and intent detection tools designed to streamline communications and improve customer service efficiency.

Does Haptik offer a web Q&A?

Yes, among its suite of tools, Haptik offers an AI-powered web Q&A. This caters to customers who prefer self-service, enabling them to find answers to their queries instantly and accurately. The dynamic responses generated by this tool are particularly helpful in delivering efficient customer support.

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Does Haptik offer a sales assistant?

Yes, Haptik offers an AI-powered sales assistant. This tool is designed to guide customers through the buying process, providing personalized product recommendations based on the customer's preferences and behaviors. This not only spurs sales but also enhances the shopping experience, thereby boosting customer satisfaction.

Does Haptik support 24/7?

Yes, Haptik supports 24/7 customer interaction. This is possible due to the AI-powered tools used by the platform, which can respond to customer queries effectively and efficiently at any time of the day, ensuring constant, uninterrupted support.

What is the CRM & Web API integration in Haptik?

The CRM & Web API integration feature of Haptik allows the platform to effectively fetch website information based on customer queries and generate dynamic responses. It imparts seamless execution of customer support tasks while also ensuring that all customer interactions are tracked and stored in a centralized CRM system for future reference and analytics.

What is the 'Interakt' solution of Haptik?

The 'Interakt' solution offered by Haptik enables businesses to conduct extensive campaigns on WhatsApp. It facilitates the execution of engaging and personalized marketing campaigns, triggering uninterrupted notifications at scale, boosting user engagement, and enhancing marketing ROI.

How does Haptik support cross-channel customer conversations?

Haptik supports cross-channel customer conversations through its unified platform, thanks to the 'Contakt' suite. This suite allows businesses to manage customer interactions across different channels like websites, social media, email, and more, from a single platform. This ensures a smooth and consistent customer experience across multiple touchpoints.

Can Haptik track user behavior?

Yes, Haptik can track user behavior through its intelligent analytics feature. The collected data can provide valuable insights into user preferences, behavior patterns, and interaction history. This data can then be leveraged to provide more tailored customer experiences, improve engagement, and carry out more targeted marketing campaigns.

Can Haptik be used for campaign execution on WhatsApp?

Yes, with Haptik's 'Interakt' solution, businesses can execute extensive marketing campaigns on WhatsApp. The platform allows brands to trigger notifications at scale, engage users with attractive campaigns, and increase conversions, thereby improving marketing return on investment (ROI).

How does Haptik handle query resolution?

Haptik is designed to efficiently handle query resolution through its AI co-pilot and advanced CRM integration. It features AI chat prompts, pre-loaded customer details, and intent detection capabilities that ensure quick and accurate responses to customer queries. Additionally, it provides contextual inboxes for support agents which further boosts the efficiency of query resolution.

Does Haptik support contextual inbox for support agents?

Yes, Haptik supports a contextual inbox for support agents. This feature equips agents with the necessary tools and information to effectively address customer queries. The inbox is equipped with AI chat prompts, pre-loaded customer details, and intent detection, which all help in efficient and accurate query resolution.

What are the key metrics tracked by Haptik's intelligent analytics?

The intelligent analytics feature in Haptik tracks several key metrics such as query completion rate, customer satisfaction (CSAT) score, and average query handling time, among others. These metrics offer complete visibility of bot and agent performance, helping businesses identify and address gaps in their customer support.

How does Haptik bring visibility to bot and agent performance?

Haptik brings visibility to bot and agent performance through its intelligent analytics feature. This tool provides businesses with complete insights into the performance metrics of bots and agents, allowing them to understand user interactions, identify areas of improvement, and make informed decisions to enhance their customer support operations.

What are the capabilities of Haptik's AI Co-pilot?

Haptik's AI Co-pilot offers numerous capabilities to improve agent performance. It provides agents with a contextual inbox, AI chat prompts, pre-loaded customer details, and intent detection tools that facilitate efficient and timely query resolution. These tools ensure that agents are well-equipped to offer excellent support and service to customers.

How can Haptik improve agent performance?

Haptik offers a range of tools that can improve agent performance such as an AI co-pilot, which offers AI chat prompts, intent detection, and pre-loaded customer details. These features ensure that agents have all the necessary information at their fingertips, allowing them to respond swiftly and accurately to customer queries, thereby improving overall agent productivity.

How does Haptik ensure data privacy?

Haptik is committed to ensuring data privacy. They make use of cookies to provide a personalized experience for users while gathering analytics for business operations. Haptik has a privacy policy in place that users can review to understand how their data is used and protected by the platform. The policy details measures taken to prevent unauthorized access, disclosure, or alteration of data.

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