Overview

The BIK multichannel customer support solution delivers a unified, AI‑driven support platform that enables brands to engage with customers across WhatsApp, Instagram, Facebook Messenger, email and SMS via a single dashboard. It provides 24/7 automation for routine inquiries and intelligent routing to human agents for complex cases, enabling faster response times, context‑rich interactions (with order history and journey view) and increased repeat purchase rate.

Features and Capabilities

• Omnichannel Inbox: Respond to messages from Facebook Messenger, Instagram, WhatsApp, email and SMS all in one dashboard.
• Automated Routing & Assignment: Automatically prioritise, classify and route queries to the right agent based on query type, content, customer type and channel.
• 24/7 Automation for Repetitive Queries: Automate frequently asked support questions (e.g., “Where’s my order?”) to provide round‑the‑clock service and free human agents for higher‑value tasks.
• Customer 360‑View: Deliver agents a unified view of customer's journey, order history and past interactions to enable faster and more accurate resolutions.
• Targeted Broadcasts & Engagement: Segment customers (e.g., based on purchase category), send custom broadcasts for upsell/cross‑sell or re‑engagement across channels.
• Lead Capture & Conversion: Use QR‑codes, chatbots and messaging to capture offline or marketplace leads, then redirect them to preferred channels (WhatsApp etc.) for support and purchase.
• Feedback & NPS/CSAT Integration: Collect interactive feedback (NPS/CSAT) via conversational channels and route low scoring contacts to live agents for resolution and improvement.
• Analytics & ROI Tracking: Monitor metrics such as repeat purchase rate, conversion lifts, support cost reductions – the platform claims clients achieved up to “increase repeat purchases by 70%” in some cases.
• Integrations & Extensibility: The solution integrates with e‑commerce and CRM stacks and supports connecting via APIs and webhooks for custom workflows.