CommBox – Helping Companies Move to Digital and Automated Customer Communication at Scale

Communication at Scale

The convenience and personalization of the shopping experience influence the purchasing decisions of today’s most powerful consumer segments more than any other aspect. Personalized interaction leading up to and following purchases is essential to gaining customer loyalty; it is the largest contributing factor to both positive word of mouth and increased lifetime spend. Like other multi-channel approaches, omni-channel approaches appeal to customers by increasing their points of contact with the brand. Omni-channel customer communication goes one step further: it personalizes, simplifies, and connects the points of direct engagement to create a single seamless, consistent conversation. They increase customer conversion and retention while minimizing their acquisition costs, ultimately retaining almost three times more customers than non-omni-channel businesses.

CommBox (formerly BumpYard) offers an innovative way for organizations to communicate with their customers. The company has developed an advanced AI-powered omnichannel customer communication platform that allows any organization to manage seamless communication with customers across channels: WhatsApp, Facebook Messenger, Instagram, chat, email, Google, SMS, video chat, and more, all in one smart inbox.  CommBox is an official WhatsApp partner and is considered the pioneer in customer service automation. Hundreds of companies across sectors adopted the CommBox solution to offer their services to 50+ million customers worldwide.

Step Forward to the Next-Generation of Digital Customer Communication with Commbox

Smart Inbox: CommBox Smart Inbox is an innovative communications center that completely addresses this challenge, offering a simple and effective way to engage customers through all communication channels. Each inquiry is immediately assigned to the relevant agents according to pre-determined business rules – the level of channel synchronization, SLA, personal agent, customer segmentation, skills, loads, etc. Each one of your agents gets their own Smart Inbox. They can rapidly engage customers across all channels using the same simple conversational interface.

Agent Routing: The routing engine was built to boost agent efficiency and to increase the satisfaction of both agents and customers. The routing engine is based on skills, loads, intentions and other variables, and it offers quick and simple configuration and automation. You can assign conversations automatically and smartly by agent skills, channels and channel synchronization, personalization, SLA, load balancing, and also offer your VIP customers a personalized agent.

Knowledge Base and Smart Responses: CommBox automatically creates a knowledge base of agent responses to customer inquiries across all communication channels. It identifies common issues (e.g. “What do I do when a customer requests a refund?”) and provides the agents with AI-based answers. Executives can define the answers in the knowledge base themselves, and agents can suggest their own answers too. These answers may include links to relevant forms, documents and web pages. You can further improve your efficiency by creating shortcuts for canned responses, FAQs, knowledge base articles, and general information pages.

Forms and Co-Browsing: This module allows customers to sign forms during a conversation with your agent. It is a co-browsing tool that enables agents to monitor and guide the customers through complex forms. Just upload a PDF file and define fields that need to be filled in (both required and optional). You can send direct links to the forms while communicating with your customers. Relevant agents will be immediately notified when their customers start filling in forms. Then, they can follow the filling process and help customers along the process. Finally, the complete, digitally signed PDF file will be sent to the relevant customers and agents.

Open Platform: CommBox’s open platform allows you to perform full-scale customization of the system at the client level. You can add JavaScript functions, customize CSS, redesign menus, add options, run your own JS code, and use other advanced features. They support a wide variety of browser-based integrations and customizations that will help you to seamlessly embed CommBox’s functionalities into your existing systems. You can also build or integrate your own customer interaction apps on top of their robust app platform to manage all your customer communications from a single place.

Leadership | CommBox

Yaniv Hakim is the Founder and Co-CEO of CommBox. He has over 20 years of experience in software architecture, development, technical, and strategic leadership Mr. Hakim has a broad knowledge on base of technology trends and convergence patterns enabling vision building and strategic planning, technologies, open source software and cutting-edge approaches to large scale web systems development.

Eli Israelov is the Founder and Co-CEO of CommBox. He is a dreamer, and pragmatist. Eli live and breathe innovation, his passion is to connect companies and people with their future. He strongly believes that technology itself won’t do the job; it must be guided by the right human touch, morals, and exact principals.

"CommBox lets your agents personalize your omnichannel customer experience from a single smart inbox and outbox, without compromising each channel’s native features."