Product Overview of Support Board
Support Board is an advanced, AI-powered customer support and marketing solution designed to automate and enhance customer communication across various channels. Here’s a detailed look at what the product does and its key features:
Automation and AI-Powered Chatbots
Support Board leverages artificial intelligence to automate customer support through smart chatbots. These chatbots can be trained using your own documents or website, allowing them to answer a wide range of customer queries, from basic to more advanced ones. The chatbots can send attachments, media, rich messages, and surveys, mimicking the interactions of live agents.
Omnichannel Support
The platform offers omnichannel support, enabling businesses to manage customer conversations across multiple channels, including direct messages, text messages, emails, support tickets, WhatsApp, Messenger, Telegram, Twitter, and more. This ensures a seamless customer service experience regardless of the communication method chosen by the customer.
Customization and Integration
Support Board integrates seamlessly with popular platforms such as Shopify, WordPress, WooCommerce, Slack, and others. The Shopify integration, for example, allows the chatbot to use real-time store data, access customer information, order history, and cart items directly from the Support Board admin area.
Marketing and Sales Automation
The platform is optimized for conversational marketing, allowing businesses to set up automations and triggers based on conditions like user type, location, and time. This includes sending pop-up messages, welcome messages, and follow-up messages to push customers down the sales funnel. The chatbot can also be programmed to send rich messages, such as registration forms and multimedia messages, to engage customers more effectively.
Multilingual Support
Support Board supports up to 32 languages, making it easy to assist international customers. The chatbot can detect the user’s language and adjust its responses accordingly, and it also features AI translations in real-time.
Advanced Reporting and Analytics
The platform provides comprehensive reports and analytics to evaluate support scripts and team performance. These reports collect customer feedback after live chat experiences, offering insights into average agent response times, agent ratings, and other key metrics.
User Management and Security
Support Board includes a user management module that allows supervisors to classify information based on leads, visitors, or users and facilitate restricted data access among team members. The platform is also GDPR-compliant, ensuring data security and compliance.
Customizable and White Label
Businesses can customize the message layouts by adding background images, colors, and brand headers. Support Board also offers white labeling, allowing companies to brand the chat system as their own.
Additional Features
- Knowledge Base Articles: Create a help center with multilingual articles that can be accessed from within the chat or externally.
- Saved Replies and Departments: Use canned responses to deliver faster and more consistent replies, and route conversations to the right team.
- Notifications and Queue Management: Manage notifications and queue assignments to ensure efficient handling of customer queries.
- AI Enhancements: Features like AI smart reply, AI message rewriting, AI spelling correction, and AI speech recognition further enhance the chatbot’s capabilities.
In summary, Support Board is a robust solution that automates customer support, enhances marketing efforts, and provides a seamless customer service experience through AI-powered chatbots, omnichannel support, and advanced reporting and analytics. Its customizable and integrative features make it an ideal tool for businesses of all sizes.