Messaging Studio by Esendex

Discover Esendex’s newest messaging platform bringing richer conversations with your customers.

What is Messaging Studio?

Esendex’s new rich message builder, Messaging Studio, enables you to host conversations with your customers using multiple channels such as SMS, RCS and Whatsapp and deliver richer content.

By using images, videos and call-to-action buttons you’ll be able to drive customer engagement, and increase your process conversions.

The demand for instant messaging is only set to increase as more people adopt messaging tools on their smartphones. 73% of UK internet users use mobile messaging in 2019, which is up from 68% in 2018 (Source:we are social/Hootsuite).

What can you do in Messaging Studio?

Here are some of the ways your business can use Messaging Studio to engage with customers better.

Chat

The new Chat feature in Messaging Studio enables your customers to have two-way conversations with you through multiple channels allowing call handling staff to manage multiple conversations at one time be they on SMS, RCS, WhatApp, etc.

A single member of staff can have multiple conversations at the same time which reduces demand on your business’s call services. The history of the conversation is always visible which makes handover when staff are on holiday or off sick easier and to ensure your staff are operating at peak efficiency we even allow you to control the speed at which new conversations are started.

Bot Integration

Conversational messaging is more convenient for customers because they no longer need to sit on hold waiting to speak to someone but most importantly Chat works hand in hand with our chatbot platform to ensure customer service can start any time of the day or week and according to Invesp, chatbots can save up to 30% in customer support costs.

Chatbots deflect ‘calls’ by automating responses to common questions and tasks, triaging new conversations and even routing conversations to the most appropriate team.

Rich Content

Enhance your customer messages with images, videos, rich cards and more to create an engaging conversational experience that drives conversions.

By using channels such as RCS and Whatsapp, your customers can engage with your business within a fully branded and verified messaging experience. With rich content, your customers can have a more interactive experience from being able to add reminders to their calendars to getting directions to their nearest store.

Omnichannel

Esendex will identify the best channel available for each recipient and combines them into a single application so that users do not need to switch between multiple products when talking to customers on different channels.

For example, RCS on Android phones and networks which support it, Apple Business Chat when possible, etc. All channels are backed up with 100% coverage by always falling back to SMS if all else fails.

Your decision about which channels to use will be affected by factors such as how relevant they are to your customers, whether you have an RCS Agent or Whatsapp approved templates or what communication and opt-in data you have from your contact database.

Features & Benefits

Improved message reliability

Direct connections to all major networks. Messages will be sent to recipients using the best route possible.

Improved security

ISO27001 certification gives our customers the peace of mind that their data is handled in the securest.

Send PDFs and attachments

A PDF can be attached to a text message in just a few simple clicks. Once sent it is displayed to recipients as a link alongside introductory text.

Conversation

Have two-way chats through various channels allowing call handling staff to manage multiple conversations at any time.

Easy to use portal interface

Quickly upload customer data to create personalised, engaging messages in the fastest time possible.

Team allocation

Create teams to allocate conversations to the people best equipped to help the customer, perfect for separating sales and support chats.

Template library

Save your message templates for added ease of replecating campaigns and conversations.

Identification and Validation

Verify the recipients identity before passing the conversation from bot to chat agent.

Manage multiple conversations

Call handling staff can manage multiple conversations at one time whether it’s on SMS, RCS, WhatApp, and more.

Entice customers

Enhance your customer messages with images, videos, rich cards and more to create an engaging conversational experience.

Integrated tools

With all these features built into one, there’s no complicated setup or need for other applications.

Centralised messaging

Having everything in one place makes chats easy to manage. See chat history and smoothen the handover of customers.

Reduce demand for phone lines

Moving customers to chat means support staff can manage multiple conversations at once, increasing efficiency and lowering wait times.

Seamless messaging channels

Esendex identifies the best channel available for conversations and all channels are integrated into a single application.

Identification and Validation

Verify the recipients’ identity before passing the conversation from bot to chat agent.

Easy to use portal interface

Quickly upload customer data to create personalised, engaging messages in the fastest time possible.

An easy way to send PDFs to your customers

Our Messaging Studio function is praised for its ability to support internal communication in a crisis. It provides users with the ability to include detailed information in just one message by attaching a PDF into the main body of the text message. This ensures that detailed information can be easily and readily accessible for all recipients.

Sending a PDF is a great way of sending static internal communications to employees ensuring that a consistent message has been received and understood by your entire workforce. Examples include; new government policies, FAQs, work schedule changes or restrictions and How to guides for navigating any major changes such as new health & safety regulations.