More businesses are looking to cut costs by consolidating their tech stacks at the moment, but it's crucial that they don't compromise customer experience in the process and risk new or existing relationships. This is according to CEO and co-founder of Ortto, Michael Sharkey. Ortto is a marketing automation, AI and analytics platform.
Ortto’s flagship platform recently added a chat solution called Talk that allows businesses to speak to their customers across multiple channels through a single interface, providing the business with a complete view of the customer journey in one place.
“We built Ortto so that businesses can bring all their data, analytics, and marketing automation into one platform,” said Sharkey. “Talk is the next evolution of this, adding a complete omnichannel engagement solution to Ortto. Talk is designed to feel like you're using your favorite messaging app and empowers your team to have super-human knowledge of the business with the help of fine-tuned AI, all in one place. I'm confident that there's no other live chat product on the market that can compete with what businesses will be able to achieve with Talk."
Omnichannel marketing campaigns across email, push notifications, and SMS based on rich customer data insights is fundamental to Ortto's platform. With Talk, businesses will be able to make the conversation two-way across channels from a single chat interface, which is designed to feel like a personal messaging app.
Talk also lets businesses capitalize on the latest advances in AI and GPT-4 in their conversations, allowing them to train a custom AI model on content from their own websites, technical documentation, support tickets, and previous conversations, providing suggested replies that will get smarter over time.
"Everyone talks about omnichannel engagement, but what does that really mean?” asked Sharkey. “Most of these interactions are one-way, or with bots that are designed to deflect rather than engage customers in conversation. These conversations usually take place across multiple channels, leaving agents without context and forcing customers to repeat information. We're taking omnichannel engagement to a whole new level by not only making the conversation genuinely two-way but being able to switch from one channel to another -- from live chat to email to SMS back again -- from one place."
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