Channelling Omnipresence - With Omnichannel Inbox

Marketers are architects, too 🏘️‍ Designing the best possible structure to bring out the maximum potential, is only possible when one can bring all platforms and its information together. That's the specialty of Omnichannel approach.

Marketers are architects, too 🏘️

In the sense they are the ones who build, modify, and run communication.

And as a great architect in the field, you know as well as we do - The importance of Omnichannel Presence !

Companies with omnichannel engagement retain 89% of their customers

That’s why we're introducing our very own OMNICHANNEL INBOX…soon to be your very own communication tool to manage it all.

61% of marketing experts consider lead generation as their biggest challenge

With Omnibox you get to cover communication via all channels - be it Facebook Messenger, Instagram, Email or WhatsApp.

Why are e-commerce businesses looking toward these channels? Well, it could be…

Rise of Instant Messaging Apps - which are the preferred means of communication worldwide.

With over 2 billion users on WhatsApp alone. Pushing businesses to adopt these forms of messaging apps to develop a more personal connection with their customers and potential customers 

Promoting Direct Conversations with the end consumer; brands get to easily compile & comprehend pain points, provide personalized offerings, and ultimately simplify collective shopping experiences.

All while staying out of Websites, or having to download or register somewhere. 

Thanks to Instant Messaging Applications that integrate it all.

What are the Use Cases Delivered?

  • Conversational Ordering/Commerce
  • Personalized Selling 
  • Customer Support 

The main talking point about our Omnibox is our WhatsApp integration.

Almost all businesses, unless they have been living under a rock, have in some way harnessed the powers of WhatsApp - from event-based communication & customer support to the all new-promotional features… 

Which emphasises CONVERSATIONAL COMMERCE - one aspect that makes WA the Highest ROAS application.

Conversational commerce, basically the convergence of messaging apps & shopping. 

To help you :

  •  Include a WhatsApp direct message link in all promotional messages
  •  Store communication history in your Service Cloud
  •  Collect valuable customer data


In which AI enabled chat bots provide a smooth experience to customers - reducing human efforts, automating significant aspects of the customer journey & essentials.

Such as 

  • Order placement
  • Personalised recommendations
  • Resolving queries
  • Mobile payment etc. 

The above being the segments WA revolutionised for ecommerce communication through its Business Suite

Going back to back like Jordan, Yuvraj or Mbappé, WA is taking this to the next level bringing in features that enable businesses to bring their services to customers right to their fingertips…right where they most hangout.

Luckily for D2C brands, Pragma is one of the few companies that can gift this ultimate weapon to its brands. 

Raking in the beaucoup bucks through WhatsApp Business features:

1. Beginning with your Business Profile

To put yourself out there - like your location, business description, email contact, website link etc., to attract users and give the business a familiar face or “Profile”. 

2. Quick Replies (Quicker than Quick)

To save and reuse messages you frequently send in response to FAQs - in no time. All one needs to do is simply press “/” on the keypad, select a quick reply, and send it !

3. Auto Greetings (because fingers tend to hurt after a couple hundred)

To create ‘greeting messages’ that users will receive when they start a dialog with your brand, or after a certain period of inactivity (customizable based on need). 

Same can be applied for after hours messages where you can write a custom message or share your working hours.

4. Designating Contacts

To organise your contacts and label them for easy access. This grouping comes handy for targeted promotions.

5. Message Statistics

To access vital metrics like messages sent, delivered, and read.

6. Catalogues and Collections (THIS. THIS IS LOVELY!)

This feature allows you to showcase your goods in an easy to browse manner. 

Here, all items and corresponding price, and descriptions are conveniently grouped on your WhatsApp page - meaning,  you DO NOT HAVE TO REDIRECT your customers elsewhere.

WhatsApp also provides Collections to make it even easier - allowing you to group items inside a business account. So, users can navigate to a specific category right away without scrolling through your entire product list.

NOTE: You can add categories such as “Final day”, “Ending Season Sale” etc.

7. Interactive Messages/Promotions

Here ENTERS appealing buttons. For customers to click away.

These buttons can be of 2 types:

  • CTA: to redirect them to a different section, webpage or even make a call
  • Quick reply: to answer with the predefined options. No more typing. No more “Manual Labor” (ooof, we’ve typed over 700 words so far. Wish we had a Quick Blog Creator)

These Interactive buttons are truly great to provide a smooth customer journey and CX in general. 

It makes it much more understandable for consumers, guiding them quicker & easier.

  • Removing all confusing elements
  • Making it visually appealing
  • Reducing effort taken
  • Guiding with ease (within the platform and to other sites too)

Inevitably leading to a better CX → Higher engagement rates.

8. List Messages and Reply Buttons

The mouth watering “List” feature allows you to add up to 10 options, so your users can click on the desired option instead of manually typing requests. 

Whereas the Reply buttons offer customers up to three options to choose from.

Example -



9. Facebook Shops Integration

To integrate seamlessly across the Facebook family of apps. 

10. WhatsApp Payments
Making payments simple

Being able to carry out the entire process of a purchase including ‘Payment’ is quite huge. And to do it on Instant Messaging Application such as WhatsApp is HUGE.

 

Why?

  • The payments feature in cooperation with the National Payments Corporation of India (NPCI) using the UPI, is also an India-first, real-time transaction application with over 160 supported banks.

A leading reason behind why WA is the most formidable and preferable system for brands and why it’s making bank.

So, in conclusion, the key benefits would include -

AI & Automation -

“Somewhere there must be two bots stuck in an infinite loop of auto reply spam for eternity.”

Jokes aside…


Automation in marketing gives a 451% increment in qualified leads
49% of customers are ready to shop frequently in the presence of AI, and 34% are even ready to pay more money for it


Helps you Upsell & Cross-Sell - Suggest similar/Relevant products at the right time to customers.

Seamless handoff - Pragma’s bot seamlessly switches to a live agent in case of emergencies or to address complex queries. And you can also add or designate multiple agents to handle an issue based on need.

Powerful NLU - Understanding customer needs better

Multilingual conversations - A single bot can be customised with more than 100 languages, which makes globalisation of your business cost-effective.

Pragma’s Integration Ecosystem - To connect with your entire tech stack/existing tools like Shopify, Freshchat, & others into our Collective..

Enhancing customer engagement through non-transactional messages

Real-time notifications for customers:

  • Cart abandonment alerts
  • Product recommendations based on previous purchases 
  • Helpful and informative alerts
  • Relevant discount/offer/sale
  • Newsletters & others

Addressing Immediacy -

  • Official WhatsApp Business Account in 3 days
  • Reduce resources spent by 65%
  • Scale with AI enabled bots

Simple and Contextual - Provide quick support through Smart Plugs in an intuitive interface

Direct to WhatsApp - Deflect up to 75% of queries to WhatsApp chatbot, save up to 30% in operational costs

Handling Scale - Follow up with intent based conversations through our AI powered Bots

Toggle less, Process more - Integrate with your favourite payment gateways, CRMs and more

Analyze and Optimize - Monitor performance like CSAT via real time reports

Launch smart promotions & surveys - Target the right customer segment, conduct conversational surveys that can optimise your funnel and enhance CX

For businesses to now be able to entirely produce their catalogue within WA, fulfil orders, offer support and more from a WA chat window - Indian eCommerce has truly come a long way.

All of the above is just one segment; imagine replicating the same on other platforms too - Facebook, Instagram, Email and VoIP.

Through Pragma’s OMNICHANNEL CRM !

Talk to our experts for a customised solution that can maximise your sales funnel

Book a demo