# Tactful AI --- ## Pages - [مدونة محمد المصري](https://tactful.ai/mohamed-elmasry/ar/): محمد المصري English Blog English Blog مدونة محمد المصري مرحبًا، أنا محمد المصري – مهندس تحول إلى رائد أعمال ومؤسس... - [Thank You](https://tactful.ai/contact/thank-you/): Thanks for Booking! We’re excited to connect and show you how Tactful can transform your customer experience. 📅 You’ll receive... - [How ELARABY Group Turned 1 Million+ Conversations into 8 Figures in Digital Sales](https://tactful.ai/customers/elaraby-group/): Request Free Demo Retail & Ecommerce Omnichannel Digital Sales Social Media Moderation Quick read + 999002 Handled conversations 100% Response... - [Mohamed Elmasry Blog](https://tactful.ai/mohamed-elmasry/): Let’s Connect المدونة العربية المدونة العربية Mohamed Elmasry Blog Hi, I’m Mohamed Elmasry – an engineer-turned-entrepreneur and founder of Tactful... - [Hotel Chatbot by Tactful AI | ChatGPT-Powered Guest Bookings](https://tactful.ai/hotel-chatbot/): Maximise direct bookings & RevPAR with Tactful AI’s ChatGPT-powered hotel chatbot. Provide instant multilingual support, seamless integrations, and frictionless guest journeys. - [Webinar Live](https://tactful.ai/lp/pbrs/live/): You’re In! Don’t Miss This Exclusive Session Mark Your Calendar! 16th Jan 2025 . 11:00 AM . London Time The... - [Tactful AI - Next-Gen Customer Service Platform](https://tactful.ai/): Effortlessly configurable and AI-powered omnichannel customer service platform for outstanding customer satisfaction and team productivity. - [Insurance](https://tactful.ai/customers/insurance/): Transform finance communication with Tactful omnichannel solution. Engage customers and drive business growth. Get started and try our demo today! - [Odoo](https://tactful.ai/odoo/): Tactful + Odoo Transform your Customer Engagement Take engagement to the next level Increase Convenience Tactful Engage allows customers to... - [Tactful Engage](https://tactful.ai/omnichannel/tactful-engage/): Tactful Engage is our innovative Conversational Contact Center solution designed to elevate your customer engagement to new heights. - [Tactful Automate](https://tactful.ai/omnichannel/tactful-automate/): Tactful Automate offers automation features to streamline customer interactions, save time, resources and provide 24/7 automated sales & support agents. - [Partners](https://tactful.ai/partners/): Partners in Innovation At Tactful, we believe that collaboration drives innovation and success We are proud to work with a... - [Contact](https://tactful.ai/contact/): Let’s connect Let one of our experts walk you through Tactful AI platform and help you define the best solution... - [Blog](https://tactful.ai/blog/): Stay informed and inspired with our omnichannel communication blog. Learn strategies, tips, and best practices to enhance customer interactions. - [Plans](https://tactful.ai/plans/): Simpler, Better and Modern Customer Service Exceptional customer experiences through the perfect blend of human touch and AI innovation Exceptional... - [Customers](https://tactful.ai/customers/): Customer Engagement Excellence Fueling meaningful conversations to extend Customer Lifetime Value Tactful Engage customer engagement software is transforming the way... - [Finance](https://tactful.ai/customers/finance/): Transform finance communication with Tactful omnichannel solution. Engage customers and drive business growth. Get started and try our demo today! - [Ticketing](https://tactful.ai/omnichannel/ticketing/): Simplify interactions with omnichannel ticketing system. Optimize support: efficiently handle support tickets, track progress & deliver timely resolutions. - [Legal](https://tactful.ai/customers/legal/): Customer Experiences Matters Build stronger relationships for long-term client retention Superchange customer engagement as your legal practise Tactful Engage for... - [Property](https://tactful.ai/customers/property/): Customer Experiences Matters Build stronger relationships for long-term client retention Streamline customer communications for your property business with Tactful Engage,... - [Channels](https://tactful.ai/omnichannel/channels/): Discover the power of omnichannel communication with Tactful. Seamlessly connect and engage with customers. Try our demo today. - [Podcast](https://tactful.ai/podcast/): Ready to revolutionize your customer engagement? Dive into our podcast, where we discuss effective omnichannel communication. Don't miss out! Tune in today. - [Reporting](https://tactful.ai/omnichannel/reporting/): Elevate your communication game with robust reporting features. Track metrics and make data-driven decisions. Take your business to the next level. - [AI Chatbot](https://tactful.ai/omnichannel/ai-chatbot/): Tactful Automate AI Chatbot streamlining customer engagement - [Unified Inbox](https://tactful.ai/omnichannel/unified-inbox/): Unlock the potential of Unified Inbox for omnichannel communications. Manage customer inquiries effortlessly, сut response times, deliver great support - [Car Dealers](https://tactful.ai/customers/car-dealers/): Customer Experiences Matters Build stronger relationships for long-term client retention Omnichannel Communications for growing businesses. Tactful Engage makes customer engagement... - [Queue Management](https://tactful.ai/omnichannel/queue-management/): Boost support efficiency with Tactful omnichannel queue management. Delight customers with faster responses and personalized service. Get a demo now - [End User Licence Agreement](https://tactful.ai/eula/): EULA - [Data Protection Addendum](https://tactful.ai/dpa/): Data Protection Addendum - [Service Level Target](https://tactful.ai/slt/): Service Level Target - [Sub-Processors List](https://tactful.ai/sub-processors/): Tactful sub-processors - [Privacy Policy](https://tactful.ai/privacy-policy/): Privacy Policy --- ## Posts - [A Step-by-Step Framework for Adopting Conversational AI in Retail & Ecommerce](https://tactful.ai/blog/framework-conversational-ai-in-retail/): Introduction A friend of mine runs a retail business. He recently asked, “How do I start using conversational AI? ”... - [كيف يمكن لمحادثات العملاء أن تصوغ ذكاءً اصطناعيًا قابلًا للتوسّع في تجربة العملاء](https://tactful.ai/blog/%d9%83%d9%8a%d9%81-%d9%8a%d9%85%d9%83%d9%86-%d9%84%d9%85%d8%ad%d8%a7%d8%af%d8%ab%d8%a7%d8%aa-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1-%d8%a3%d9%86-%d8%aa%d8%b5%d9%88%d8%ba-%d8%b0%d9%83%d8%a7%d8%a1/): محادثات العملاء: المخطط الأساسي لتجربة عملاء مدعومة بالذكاء الاصطناعي المحادثات المباشرة مع العملاء تعتبر ثروة من المعلومات غير المفلترة. فدردشات... - [How Customer Conversations Can Shape Scalable AI in Customer Experience](https://tactful.ai/blog/how-customer-conversations-can-shape-scalable-ai-in-customer-experience/): In today’s digital landscape, delivering exceptional customer experience (CX) at scale is both critical and challenging. Business leaders increasingly recognize... - [Welcome to My Blog](https://tactful.ai/blog/welcome-to-my-blog/): Exploring AI, Customer Experience, and the Journey of Innovation Over the past several years, I’ve had the chance to work... - [مرحبًا بكم في مدونتي](https://tactful.ai/blog/%d9%85%d8%b1%d8%ad%d8%a8%d9%8b%d8%a7-%d8%a8%d9%83%d9%85-%d9%81%d9%8a-%d9%85%d8%af%d9%88%d9%86%d8%aa%d9%8a/): رحلة بين الذكاء الاصطناعي وتجربة العملاء والابتكار على مدار السنوات الماضية، كنت محظوظًا بالعمل في تقاطعات عدة: التكنولوجيا العميقة، وتجربة... - [Revolutionary Conversational Booking Engine Transforms Direct Hotel Bookings](https://tactful.ai/blog/revolutionary-conversational-booking-engine-transforms-direct-hotel-bookings/): The hospitality industry is making a major leap forward in digital guest interaction with the launch of the Conversational Booking... - [Transforming Customer Experience: Discover What’s New at Tactful AI – November 2024](https://tactful.ai/blog/product-updates-nov2024/): At Tactful AI, we’re on a mission to empower businesses with smarter tools that make customer interactions smoother, faster, and... - [10 Critical reasons why sticking to legacy contact centres could be hurting your business](https://tactful.ai/blog/how-legacy-contact-centres-are-hurting-your-business/): By holding on to legacy contact centre systems, businesses expose themselves to a variety of risks—from inefficiencies and higher costs... - [Exploring the Latest Conversational Contact Center Updates & Capabilities - August 2024](https://tactful.ai/blog/product-updates-aug2024/): In the fast-paced world of contact centers, staying ahead means constantly evolving. At Tactful, our latest August 2024 update brings... - [13 Takeaways on Forrester Report: Generative AI is The Catalyst for Change in The Contact Center](https://tactful.ai/blog/takeaways-forrester-report-generative-ai-contact-center/): Forrester’s recent report, Generative AI is the catalyst for change in the contact center, explores how Generative AI (Gen AI)... - [Boosting Sales with AI Chatbots: A Tactful AI Perspective](https://tactful.ai/blog/boosting-sales-with-ai-chatbots-a-tactful-ai-perspective/): In the competitive landscape of modern business, AI chatbots have emerged as a transformative force in boosting sales. Let’s explore how these... - [The Value of Digital Omnichannel Engagement: Enhancing Loyalty and Boosting Revenue](https://tactful.ai/blog/the-value-of-digital-omnichannel-engagement-enhancing-loyalty-and-boosting-revenue/): In the evolving landscape of customer experience, digital omnichannel engagement stands as a pivotal strategy for businesses aiming to strengthen... - [Understanding Chatbots: Revolutionising Business Communication](https://tactful.ai/blog/understanding-chatbots-revolutionising-business-communication/): Chatbots have become an integral part of modern business communication, offering a blend of efficiency, personalization, and 24/7 service. Here’s... - [The Value of AI Chatbots to Customer Service](https://tactful.ai/blog/the-value-of-ai-chatbots-to-customer-service/): The advent of AI chatbots has heralded a new era in customer service, transforming how businesses engage with their customers.... - [Help Desk software for small businesses](https://tactful.ai/blog/help-desk-software-for-small-businesses/): Before we go there, let me ask you a few questions: If your answer to all these questions is yes,... - [Retail giant sees customer retention soar 60% & productivity skyrocket](https://tactful.ai/blog/retail-giant-sees-customer-retention-soars/): Elaraby is an industrial, retail and commercial powerhouse in the Middle East where is has operated for over 50 years.... - [9 essential tips for excellent customer service](https://tactful.ai/blog/9-essential-tips-for-excellent-customer-service/): If there is one thing you can do to boost your brand image, boost revenue, and retain customers, it’s by... - [6 critical differences between omnichannel & multichannel](https://tactful.ai/blog/6-critical-differences-between-omnichannel-multichannel/): Definition Multi means “many” while Omni means “all”, somehow the meaning of each is quite similar because both use multiple... - [4 reasons to adopt omnichannel communication](https://tactful.ai/blog/4-reasons-to-adopt-omnichannel-communication/): Before we go there, let me ask you a few questions: If your answer to all these questions is yes,... --- # # Detailed Content ## Pages محمد المصري English Blog English Blog مدونة محمد المصري مرحبًا، أنا محمد المصري – مهندس تحول إلى رائد أعمال ومؤسس منصة تاكتفل، التي انطلقت من إيمان بأن تجربة العملاء يمكن تطويرها جذريًا من خلال الدمج الذكي بين التقنيات الحديثة والفهم البشري العميق. أمضيت سنوات في العمل عند تقاطع التكنولوجيا والأعمال والخدمة، لمساعدة المؤسسات على تحسين تفاعلها مع العملاء في العصر الرقمي. هذه المدونة هي مساحتي لمشاركة الأفكار حول التفاعل الذكي مع العملاء، والقيادة في عالم الشركات الناشئة، وبناء حلول عملية تواكب المستقبل. سواء كنت تبني فريقًا، أو تطوّر مشروعًا، أو تبحث عن دور التقنيات الذكية في تحسين الخدمة والمبيعات، أتمنى أن تجد هنا محتوى يُلهمك ويوجهك بخطوات واضحة. --- Thanks for Booking! We’re excited to connect and show you how Tactful can transform your customer experience. You’ll receive a calendar invite shortly. See you soon! Tactful Team Redirecting in 10s... --- Request Free Demo Retail & Ecommerce Omnichannel Digital Sales Social Media Moderation Quick read + 999002 Handled conversations 100% Response rate 61% Faster response time +10% Lost sales recovered 40% Improved CSAT 19 Channels Customer Background ELARABY Group is one of the Middle East’s largest retailers and distributors of consumer electronics, managing 13 brands across 19 social channels. A Magento-based web store anchors their digital operation, supported by a digital customer service team. The Challenge Digital-sales growth was hitting a ceiling. Managing over 1,000,000 customer conversations across 19 channels was straining ELARABY’s customer support team. Managing 13 brands, the company faced several critical issues that were holding back its digital sales growth:Channel Overload: Messages were scattered across Facebook, Instagram, WhatsApp, and website chat, forcing agents to juggle multiple platforms without a unified view of customer history. High Missed Conversation Rates: With disconnected tools and manual processes, thousands of potential sales conversations slipped through the cracks every month. Stressful Workforce Scheduling: The workforce schedule was chaotic and stressful, with some agents handling significantly more inquiries than others. This led to unfair work distribution, frequent burnout, and repetitive overtime, which reduced morale and productivity. Slow Response Times: Without smart automation, agents spent valuable minutes searching for order details and switching between screens, delaying responses and frustrating customers. The Solution ELARABY partnered with Tactful AI to unify every customer interaction and accelerate the sales cycle. By rolling every social chat thread into a single unified inbox. With all 19 social channels flowing into one workspace, agents no longer bounced between tabs; every customer history, message and file lived in one place, giving the team instant context and cutting “screen-switch” time to zero. Next, Tactful's smart routing detected the language, intent, and brand behind each inquiry and then assigned it to the most suitable agent or queue. For example, a customer asking about a Tornado blender on Facebook reached a salesperson trained on that product line, while a warranty question in Arabic went directly to an Arabic-speaking support specialist. Manual triage disappeared, and high-value conversations were handled without delay. Additionally, Tactful implemented AI-powered actionable sales insights that continuously analysed conversations to detect missed sales opportunities. This data was automatically flagged and sent to follow-up teams, who managed to recover over 10% of these otherwise lost leads, directly impacting the bottom line. Configurable SLA workflows provided an additional safety net. If a conversation idled close to the first-response threshold, Tactful triggered an alert and automatically escalated or re-routed the inquiry to the next available agent. These guardrails kept response times low even during campaign spikes and holiday peaks. The full implementation, including data mapping and staff training, finished in just four weeks with zero downtime for the live Magento store. Working with Tactful, we built a comprehensive platform to manage and enhance customer experience across digital channels. Since launch, we’ve seen significant sales, customer satisfaction & operational efficiency improvements. Tactful AI team and technology exceeded our expectations on all fronts. Manal Negmeldin Head of Direct Channels at ELARABY Group Results & Impact 8 figures in incremental online sales within the first quarter. 61% faster first-response time, up lifting CSAT and conversion rates. 100% response rate. +10% lost sales recovered. Agents now handle 35% more conversations without head-count expansion. Ready to Replicate These Results? Book a personalised demo to see how Tactful AI can unify your conversations and unlock new digital revenue—no matter how many channels you manage. Book free demo --- Let's Connect المدونة العربية المدونة العربية Mohamed Elmasry Blog Hi, I’m Mohamed Elmasry – an engineer-turned-entrepreneur and founder of Tactful AI, a company built on the belief that customer experience can be transformed through the right blend of artificial intelligence and human understanding. I’ve spent years working at the intersection of technology, business, and service, helping organisations improve how they engage with customers in the digital age. This blog is my space to share insights on AI-powered customer engagement, startup leadership, and building practical, future-ready solutions. Whether you’re building a team, scaling a company, or exploring the role of AI in service and sales, I hope you’ll find ideas here that are thoughtful, relevant, and actionable. --- Reduce Booking Friction. Increase Direct Revenue using AI Conversational Booking Engine Up to 30% of potential direct bookings are lost due to friction in the booking process. Tactful’s AI-powered Hotel Chatbot Booking Engine removes language barriers, streamlining direct bookings to boost RevPAR, revenue, and guest satisfaction. Request a free demo AI Guest Experience Use Cases Why Tactful Platform Overview Integrations Case Study Powering millions of guest conversations every month Offer Rich Guest Experience & Maximise RevPAR with AI-Powered Hotel Booking Chatbot Unlock new opportunities to drive direct bookings, increase revenue, and elevate guest satisfaction Hotel Chatbot GPT Experience Best for removing booking friction and resolving guest inquiries instantly AI Conversational Booking Engine Best for increasing direct bookings and capturing in-stay requests Guided Discovery Experience Best for helping guests explore offerings through interactive journeys Designed for Every Stage of the Guest Journey From inspiration to post-stay, create seamless guest experiences that drive revenue INSPIRATION BOOKING PRE-ARRIVAL IN STAY POST STAY Boost Direct Bookings Guide guests through a seamless booking journey with an intuitive reservation flow. Capture preferences, personalise upsell opportunities, and address objections in real time to increase conversions. Talk with an expert Deliver Personalised Offers & Frictionless Check-Ins Enhance every stay with tailored recommendations and a seamless check-in experience. Offer personalised upgrades and exclusive add-ons that elevate guest satisfaction while ensuring a smooth, stress-free arrival. Contact sales Maximise RevPAR with a 24/7 Multilingual Virtual Concierge Reduce operational strain and unlock new revenue streams with an AI-powered concierge. Automate in-stay requests, from booking transportation to upselling room service and amenities—delivering seamless guest support while increasing ancillary revenue. Request a free demo Tailored Destination Guides for a Memorable Stay Help guests explore with recommendations tailored to their interests. From local attractions to hidden gems, provide interactive guides that elevate their stay and create unforgettable experiences. Talk with an expert Turn Ad Engagement into Instant Direct Bookings Capture intent at its peak and drive direct bookings with AI-powered conversational ads. Engage potential guests on their favorite channels, guide them seamlessly through the booking journey, and collect valuable insights for smarter retargeting. Request a free demo Why Leading Hotels Choose Tactful AI Conversational Booking Engine Built for hotels of all sizes, our solution empowers revenue managers and guest experience teams to enhance engagement, streamline operations, and maximise direct revenue. Multilanguage Support Communicate naturally in any language with AI-driven conversations ChatGPT Integration Deliver instant AI-driven responses to boost engagement and bookings using ChatGPT Fast Deployment Deploy quickly with seamless integration into your Property Management System Connect Your Website & Social Channels Seamlessly capture bookings your website, WhatsApp, Messenger, & Instagram GDPR Compliant Ensure data security and GDPR compliance while enhancing experiences Platform Overview The AI-Powered Guest Engagement Platform Built for hoteliers to increase direct bookings, automate interactions, and unlock real-time guest insights Omnichannel Hotelier Experience No-Code Guest Experience Studio AI Actionable Insights Easily connect with the leading hospitality systems API + More Talk with an expert to see firsthand how you can transform your guest experience today! Request a free demo What our customers say In hospitality, AI enhances both guest experience and process automation. With Tactful AI, we can better connect with guests, understand their needs, and consistently deliver the exceptional service they expect, strengthening relationships and improving overall satisfaction. Faisal Abdallah Group Director of Communications & Business Development In hospitality, AI enhances both guest experience and process automation. With Tactful AI, we can better connect with guests, understand their needs, and consistently deliver the exceptional service they expect, strengthening relationships and improving overall satisfaction. Faisal Abdallah Group Director of Communications & Business Development... --- You’re In! Don’t Miss This Exclusive Session Mark Your Calendar! 16th Jan 2025 . 11:00 AM . London Time The webinar starts in Days Hours Minutes Seconds --- Customer Experiences Matters Build stronger relationships for long-term client retention Tactful Engage enables insurance companies to manage all customer inquiries from one Unified Inbox. Tactful Engage for Insurance Companies Tactful Engage enables insurance companies to manage all customer inquiries from one Unified Inbox. Elevate your insurance company to new heights with Tactful Engage, the premier omnichannel communication software designed to revolutionize policyholder engagement. Seamlessly integrate email, social media, and other communication channels to optimize interaction, providing exceptional support and personalized experiences for your clients. Discover how Tactful Engage enhances client interactions, fosters loyalty, and drives successful outcomes for insurance companies. Request a free demo Transform the Experience Improve the Client Acquisition ExperienceOmnichannel software enables financial services companies to create personalized experiences using customer data from various touchpoints. Delivering tailored financial products and offers based on client preferences, leading to improved conversion rates and enhanced buying experiences. Streamline Communicationand OperationsTactful Engage streamlines communication and operations and this coordination between sales, lending, financing, and wealth management teams results in faster response times and higher customer satisfaction, contributing to overall business process improvement. Optimize Communication to Drive RevenueLeveraging customer data allows financial services companies to offer tailored products and services to clients. This targeted approach drives higher transaction values and boosts revenue, contributing to the financial growth of the company. Discovery Gain a competitive edge by providing a more personalized and accessible customer experience during the initial discovery phase. Connect with customers on their channel of choice. Tailoring Services to Individual Needs Leverage the power of the 360° view of every customer interaction to better understand your clients' insurance coverage needs and preferences, allowing you to present tailored solutions that resonate with them. Building Long-lasting Customer Relationships Delivering exceptional support will help your business strengthen customer relationships, extending customer lifetime value. Built to simplify communication & optimize performance UNIFIED INBOX SIMPLIFIES ENGAGEMENT One place for all communication Streamline your communication, improve response time, and ensures that no insurance claim or enquiry goes unanswered. Unified Inbox allows your team to manage and respond to inquiries from various channels like social media, messaging apps, email, and live chat, all in one place. Our 360° customer view helps agents deliver a personalized and efficient service. Request a free demo IMPROVE RESPONSIVENESS Instant client support guaranteed Tactful Engage chatbots can handle a wide range of enquiries, such as client requests, new business, practise and billing enquiries around the clock. Automate routine tasks, freeing up staff to focus on more complex issues and provide better service to customers. The chatbots can provide instant support to clients improving overall satisfaction. Request a free demo CONNECT YOUR INSURANCE SYSTEMS Integration with other Business Systems Tactful Engage can seamlessly integrate with your existing business tools to unlock real-time updates on the status of client engagement. Insurance agents can access contact and client information instantly, allowing them to identify preferences and discuss relevant insurance products, policies, and claims status. Discuss how Tactful Engage can transform your insurance business. Request a free demo ANALYTICS & REPORTING Actionable insights that help your team performance Track customer engagement, monitor staff performance and measure effectiveness. Identify areas for improvement, optimize your support processes and make data-driven decisions to enhance client satisfaction. Request a free demo --- Tactful + Odoo Transform your Customer Engagement https://www. youtube. com/watch? v=zE-1lyEmekg Take engagement to the next level Increase ConvenienceTactful Engage allows customers to choose their preferred communication channel, be it email, chat, social media, or phone. With multiple channels available, customers can connect whenever and however they prefer, ensuring greater accessibility and availability. Deeper Customer ProfilingConnect with customers on their favourite social media platforms, with every channel managed from one Unified Inbox. Share every customer social footprint to Odoo to build a stronger customer profile and make informed decisions about where to concentrate your marketing investment. Richer Customer EngagementCombine the power of realtime product and service intelligence from Odoo with the connectivity of Tactful Engage and transform your customer engagement game. Deliver instant Odoo-powered insights and up-to-the-minute product or service information to customers across any channel with ease. Ticket HarmonizationStreamline support ticket handling with an auto-sync from Tactful Engage to the Odoo Helpdesk. The hands-free handoff enables frontline customer support agents and helpdesk teams to work on harmony. Self Service SupportRealise the power of the Odoo Knowledgebase via a Tactful Engage chatbot integration, to deliver instant answers to customer questions. Relive pressure on your support team, cut wait times and see satisfaction soar. 1-Click Platform IntegrationOur deep linking functionality delivers full access to Odoo orders and Help desk tickets in a single click from Tactful Engage. Supercharge your Customer Engagement Discover the Tactful Engage difference Comparison Table Feature Odoo Tactful Engage by Tactful  Channel Management Single Channel Omnichannel WebChat Widget Custom Branding Canned Responses Multilanguage Support Ticketing System Email Channel Integration WhatsApp Integration Messenger Integration Facebook Comments Integration Queue Management User Roles Flat Supervisor + Agents Chat Bot Keyword Based Bot Multilingual AI Based Bot Flowbot Basic Flows Advanced Flows Chat GPT Integration Find Products & Help Articles Over Chat Self-Service Bot Ticket Collector --- Transform Customer Engagement with Tactful Engage We believe that every interaction matters. Tactful Engage is our innovative Conversational Contact Center solution designed to elevate your customer engagement to new heights. With a comprehensive suite of features, Tactful Engage ensures that every customer interaction is efficient, personalized, and seamless. Why Choose Tactful Engage? Tactful Engage is more than just a contact center solution; it’s a transformative tool for enhancing customer relationships and boosting sales. With our platform, you can:Boost sales through personalized customer interactions and tailored recommendations. Improve response times and customer satisfaction. Maintain a consistent brand voice across all channels. Gain insights into customer interactions and agent performance. Streamline operations with automation and intelligent routing. By integrating the features and benefits of Tactful Engage, your business can stay ahead in the competitive landscape of customer service excellence. Discover Tactful Engage Unified Inbox: One Platform for All CommunicationsStreamline your customer communications with Tactful Engage’s Unified Inbox. Handle emails, social media messages, live chats, and more from a single, intuitive platform. By consolidating all channels into one inbox, you can simplify your workflow, reduce response times, and ensure no customer query goes unanswered. Benefits:Centralized communication for enhanced efficiencyEasy tracking and management of customer interactionsImproved response times and customer satisfactionLearn more about Unified Inbox Unified Inbox Omnichannel Support: Meet Customers Where They AreWith Tactful Engage’s Omnichannel Support, you can connect with customers on their preferred channels, whether it’s social media, email, live chat, or messaging apps. Deliver a consistent and cohesive experience across all platforms, ensuring your customers receive the same high-quality service, no matter how they reach out. Features:Seamless integration with multiple channelsConsistent messaging and brandingEnhanced customer experience and loyaltyDiscover our Omnichannel Channels Get Connected Queue Management: Intelligent Routing for Faster ResolutionsOptimize your contact center’s efficiency with Tactful Engage’s Queue Management. This feature allows you to prioritize and route customer queries to the most suitable agents based on their expertise and availability. By ensuring that inquiries are handled by the right people, you can significantly reduce wait times and improve resolution rates. Advantages:Intelligent routing based on agent skills and availabilityReduced wait times for customersHigher resolution rates and customer satisfactionExplore Queue Management Cut Wait Times Ticketing System: Track and Resolve Issues EffectivelyKeep track of customer issues from start to finish with Tactful Engage’s Advanced Ticketing System. This robust system allows you to manage and monitor all customer inquiries, ensuring accountability and seamless follow-ups. With automated workflows and clear visibility, you can enhance customer satisfaction and loyalty. Key Features:Comprehensive issue tracking and managementAutomated workflows for efficient resolutionsClear visibility and accountability Learn more about Ticketing Reporting: Actionable Insights for Continuous ImprovementGain valuable insights into your contact center’s performance with Tactful Engage’s reporting features. We help you monitor key metrics, identify trends, and uncover areas for improvement. With our analytics, you can make data-driven decisions to continuously enhance your customer engagement strategies. Highlights:Performance analyticsIdentification of trends and improvement areasData-driven decision making See our Reporting capabilities Ready to Elevate Your Customer Engagement? Discover how Tactful Engage can revolutionize your customer service operations. Explore each of our features in detail and see how they can be tailored to meet your unique needs. Don’t just take our word for it—experience the future of customer engagement with Tactful. Try Tactful Engage --- Unleash the power of Automation Revolutionize Customer Engagement with Tactful Automate Discover the power of automation. At Tactful, we know that efficiency and personalization are key to exceptional customer engagement. Tactful Automate offers powerful automation features designed to streamline your customer interactions, save time and resources, and provide round-the-clock automated sales and support agents. Why Tactful Automate? Tactful Automate is a game-changer for your customer engagement strategy. By automating routine tasks and interactions, you can save time, reduce operational costs, and ensure consistent, high-quality service. Our solutions enable you to:Save Time: Automate repetitive tasks to focus on more strategic activities. Save Resources: Reduce the need for extensive human intervention. Efficient Implementation: Quick setup and easy optimization for measurable results. 24/7 Coverage: Provide continuous support without additional overhead. Multi-Channel Support: Engage customers across their preferred channels effortlessly. Discover CX Studio CX Studio: Design Conversational Flows CX Studio, is our intuitive no-code WYSIWYG drag-and-drop conversational flow designer. With CX Studio, you can effortlessly design and optimize conversational flows in seconds. Create, edit, and share customer engagement flows quickly and easily with a flowchart-style visual interface that requires no coding expertise. Benefits:Ease of Use: Drag-and-drop interface for quick and easy flow design. Visualization: Clear, flowchart-style design makes understanding and optimization a breeze. Collaboration: Share and collaborate on engagement flows seamlessly. Discover the CX Studio experience Chatbots: Intelligent Automation for 24/7 Engagement AI-Powered 'Ask Me Anything' BotsEnhance your customer engagement with our Chat GPT-powered 'Ask Me Anything' bots, these chatbots can navigate customers through pre-sales inquiries and support processes, driving sales and providing efficient support. Features:24/7 Availability: Provide round-the-clock customer support across multiple channels. Multi-Language Support: Engage customers in their preferred language for a personalized experience. Sales and Support: Guide customers through the sales funnel or support queries seamlessly. Discover how our chatbots can transform your customer interactions. Explore AI ChatbotsTactful flowbots designed with CX Studio offer a reliable alternative for those seeking a guided sales or support customer experiences. Flowbots follow the automation flowcharts you define in CX Studio Discover Tactful Bots Ready to Elevate Your Customer Engagement? Discover how Tactful Automate can revolutionize your customer service operations with cutting-edge automation features. Explore the benefits of our no-code CX Studio and intelligent chatbots, and see how they can be tailored to meet your unique needs. Don't just take our word for it—experience the future of customer engagement with Tactful. Try Tactful Automate --- Partners in Innovation At Tactful, we believe that collaboration drives innovation and success We are proud to work with a diverse range of partners who share our commitment to excellence. Together our partnerships with technology providers, sales partners, and industry leaders enhance our offerings and help fulfil our ambition to deliver exceptional value to our clients. Apply now Our Partnership Ecosystem TECHNOLOGY PARTNERS Our best-in-class tech stack enables innovation Our technology partners share our zeal for innovation and help us deliver affordable, scalable solutions for users. These collaborations allow us to offer a robust suite of tools and applications that cater to the diverse needs of our clients, ensuring seamless integration and superior performance. Apply now CHANNEL PARTNERS We partner for Growth Our regional reseller network extends our reach and ensures that Tactful products and services are accessible to businesses everywhere. Through our collaboration with agents, resellers & distributors Tactful is able to present uniquely competitive solutions backed by local insight and industry experience. Apply now KNOWLEDGE PARTNERS Our knowledge partners help deepen our understanding and insight Our knowledge partners offer important insights to help Tactful deliver tailored solutions that address specific industry challenges, ensuring our offerings are practical, reliable, and impactful in real-world applications. Apply now Partner with Tactful Power Up Your Business Growth Unlock exciting new revenue opportunities by becoming a Tactful commercial partner. Gain access to our innovative omnichannel communication and customer engagement solutions to extend your offer and drive exciting growth opportunities. Benefits of Partnering with Tactful Advanced Technology: Deliver superior customer experiences with AI-driven solutions. Comprehensive Support: Enjoy dedicated partner support and extensive resources. Revenue Growth: Expand your market reach and increase revenue with competitive incentives. Innovative Solutions: Offer clients the latest in automation, AI chatbots, and communication tools. Differentiation: Position your business at the forefront of innovation as a Tactful partner. Join Our NetworkBecome a Tactful Partner Thanks for your interest in becoming a Tactful partner. We'll do great things. Together, let’s grow your business and build solutions your clients will love. Become a partner --- Let’s connect Let one of our experts walk you through Tactful AI platform and help you define the best solution for your needs. Secure an appointment to talk to one of our sales reps Explore use cases based on your industry Learn how Tactful can improve your customer relationships Powering customers conversations for leading brands --- Blog --- Simpler, Better and Modern Customer Service Exceptional customer experiences through the perfect blend of human touch and AI innovationExceptional customer experiences through the perfect blend of human touch and AI innovation MOST POPULAR Engage Essentials Enhance Customer Experience and Productivity Book Free Demo Starts from 3,000 Monthly Conversations A single conversation can have any number of messages with a customer within 24-hours period Limited External Triggers Limited number of trigger via webhooks to initiate automations based on events from external systems Unlimited Seats Number of agents and supervisors in your team Unlimited Web, Email & Social Channels Engage with your customers over website livechat, Facebook, Messenger, WhatsApp and other channels Unlimited Contacts Engage and support unlimited number of customers Unified Inbox Manage all inbound communications from a single shared interface Customer 360 View Get a comprehensive view of customer data and interactions Supervisor Desktop Monitor and manage agent performance from a dedicated interface Service Groups Structure and manage your teams in different groups of services Skill-based Routing Route customer communications to the best-suited agents based on their skills Intelligent Routing & Esclation Workflows Use data, AI and advanced algorithms to route customer communications intelligently Historical Analytics Generate detailed reports on team performance & customer engagement Realtime Analytics Get informed on daily activities by customer & your team. Notifications and Alerts Recive notification in-app & over email on critical issues & custom events. Integrated Contact Manager A single point of truth to access customer info & history to boost productivity & customer experience. Integrated Content Management System Store products, services and help information to use for sales and customer service enquires Integrated Ticketing System Log customers' requests and process them Integrations & API Access Integrate your favourite business tools via no code connectors or API. Fair usage policy applied Standard Automation/AI Visual Studio Build workflow automations,integrations, routing logic and AI agents using no/low code visual canvas Standard Customisable Insights Use track customer engagement & team performance. GPT Tokens Included Tokens are included in your automations. Fair usage policy applies Ability to bring your AI or GPT Integrate with hundreds of commercial AI models or innovate with your custom models Standard Support Get support via email, chat & knowledge base Limited Data Retention Duration of stored reports & historical customer interactions -- Doesn't impact your contacts info Addons Extra Monthly Conversations Engage with more number of customers Extra Monthly External Triggers Run more automations to boost productivity and sales Onboarding Service Our customer success team will help you get started and provide training and strategy to maximise positive impact on your customers and business Custom Integrations Connect your favourite business tools to team's workflow CX Design Service Let our team help you create the best customer experience your customers deserve Engage Pro Outstanding Sales, Support & Marketing at Scale Book Free Demo Starts from 5,000 Monthly Conversations A single conversation can have any number of messages with a customer within 24-hours period Extended External Triggers Extended number of trigger via webhooks to initiate automations based on events from external systems Unlimited Seats Number of agents and supervisors in your team Unlimited Web, Email & Social Channels Engage with your customers over website livechat, Facebook, Messenger, WhatsApp and other channels Unlimited Contacts Engage and support unlimited number of customers Unified Inbox Manage all inbound communications from a single shared interface Customer 360 View Get a comprehensive view of customer data and interactions Supervisor Desktop Monitor and manage agent performance from a dedicated interface Service Groups Structure and manage your teams in different groups of services Skill-based Routing Route customer communications to the best-suited... --- Customer Engagement Excellence Fueling meaningful conversations to extend Customer Lifetime Value Tactful Engage customer engagement software is transforming the way small and medium size companies engage with customers. Tactful Engage simplifies and personalises customer engagement. We invite companies to embrace new opportunities and meet customers on their channels of choice. We support companies build a customer service culture and build high performance customer engagement teams supported by Tactful Engage. Tactful Engage connects companies and consumers around the world on many channels and make meaningful conversations possible. Request a free demo Trusted by leading brands Transform your business with Tactful Engage Discover how Tactful can drive business growth and operational efficiency Elevate every Experience Tactful Engage delivers value to everyone along the customer journey Customer Agent Supervisor Business Leader Customer Customer ValueCustomer realise the benefits of company’s using Tactful Engage powered customer engagement in many ways. 1. Shorter Waiting TimesCustomers experience significantly reduced waiting times as omnichannel communications software streamlines customer interactions. 2. Rapid Issue ResolutionCustomer get issues resolved faster as the software efficiently directs your queries to the right agent. 3. High-Quality ResponsesCustomers receive excellent assistance as the software ensures agents have all the necessary information to provide accurate answers. 4. Faster route to resolutionCustomers experience few handoffs and enjoy seamless interactions with smart routing that connects you to the most suitable agent. 5. 24/7 Agent AccessibilityCustomers benefit from customer support agents that are available whenever you need them, and from wherever you are, with the convenience of omnichannel communications. Agent Agent ValueAgents benefit from using Omni Engage in many ways, from productivity improvements to make their work easier to an increase in job satisfaction from happier customers and faster issue resolution. 1. Unified Customer ViewAgents enjoy access to the 360° customer view enabling them to provide more personalized and efficient support. 2. Streamlined WorkflowsAgents have enhanced productivity with seamless integration of communication channels, allowing them to manage multiple interactions effortlessly. 3. Enhanced CollaborationAgents can collaborate effectively with team members across various channels, ensuring a consistent and cohesive customer experience. 4. Increased Job SatisfactionAgents experience a more fulfilling work environment with the ability to handle customer interactions efficiently and effectively using Omni Engage. 5. Productivity ToolsetWith quick replies, knowledgebase and smart routing, Omni Engage has a range of features to help agents with their day-to-day work. Supervisor Supervisor ValueOmni Engage empowers Supervisors to take control of their agents and makes monitoring, measuring and optimisation simple. 1. Comprehensive OversightSupervisors enjoy a holistic view of agent performance and customer interactions across all channels, allowing for more informed decision-making. 2. Efficient Workforce ManagementSupervisors benefit from Omni Engage’s powering routing features to optimize agent scheduling and workload distribution to ensuring maximum utilization and productivity to maintain customer satisfaction. 3. Performance MonitoringOmni Engage makes it easy for Supervisors to track and evaluate agent performance across all communication channels, identifying areas for improvement and recognizing top performers. 4. Data-Driven InsightsSupervisors can review Omni Engage metrics to identify trends, uncover bottlenecks, and make data-driven decisions to enhance customer support operations. 5. Improved Training & DevelopmentOmni Engage supports Supervisors develop targeted training programs, enhancing agent skills and overall team performance by providing detailed metrics on agent performance. Business Leader Business ValueBusiness owners benefit from an investment in Omni Engage by improving business performance, reducing churn and cutting the cost of ownership of sustaining a world-class customer engagement solution. 1. Enhanced Customer ExperienceOmni Engage boosts business by providing a seamless and consistent customer experience across all channels, leading to increased customer satisfaction and loyalty. 2. Cost-Effective SolutionBusiness owners value consolidate multiple communication platforms into one unified system, reducing operational... --- Customer Experiences Matters Build stronger relationships for long-term client retention Tactful Engage enables finance companies to manage all customer enquires from one Unified Inbox Tactful Engage for Financial Services Companies Elevate your financial services firm to new heights with Tactful Engage, the premier omnichannel communication software designed to revolutionize client engagement. Seamlessly integrate email, social media, and other communication channels to optimize interaction, providing exceptional support and personalized experiences for your clients. Discover how Tactful Engage enhances client interactions, fosters loyalty, and drives successful outcomes for financial services companies. Request a free demo Transform the Experience Improve the Client Acquisition ExperienceOmnichannel software enables financial services companies to create personalized experiences using customer data from various touchpoints. Delivering tailored financial products and offers based on client preferences, leading to improved conversion rates and enhanced buying experiences. Streamline Communicationand OperationsTactful Engage streamlines communication and operations and this coordination between sales, lending, financing, and wealth management teams results in faster response times and higher customer satisfaction, contributing to overall business process improvement. Optimize Communication to Drive RevenueLeveraging customer data allows financial services companies to offer tailored products and services to clients. This targeted approach drives higher transaction values and boosts revenue, contributing to the financial growth of the company. Discovery Gain a competitive edge by providing a more personalized and accessible customer experience during the initial discovery phase. Connect with customers on their channel of choice. Tailoring Services to Individual Needs Leverage the power of the 360° view of every customer interaction to better understand your clients' financial needs and preferences, allowing you to present tailored solutions that resonate with them. Building Long-lasting Customer Relationships Delivering exceptional support will help your business strengthen customer relationships, extending customer lifetime value. Built to simplify communication & optimize performance UNIFIED INBOX SIMPLIFIES ENGAGEMENT One place for all communication Streamline your communication, improve response time, and ensures that no enquiry goes unanswered. Unified Inbox allows your team to manage and respond to inquiries from various channels like social media, messaging apps, email, and live chat, all in one place. Our 360° customer view helps agents deliver a personalized and efficient service. Request a free demo IMPROVE RESPONSIVENESS Instant client support guaranteed Tactful Engage chatbots can handle a wide range of enquiries, such as client requests, new business, practise and billing enquiries around the clock. Automate routine tasks, freeing up staff to focus on more complex issues and provide better service to customers. The chatbots can provide instant support to clients improving overall satisfaction. Request a free demo CONNECT YOUR FINANCE SYSTEMS Integration with other Business Systems Tactful Engage can seamlessly integrate with other business tools to unlock real-time updates on the status of client engagement. Staff can have contact and client information at their fingertips, to identify preferences to discuss relevant investment products, financial and investment products and portfolio performance. Request a free demo ANALYTICS & REPORTING Actionable insights that help your team performance Track customer engagement, monitor staff performance and measure effectiveness. Identify areas for improvement, optimize your support processes and make data-driven decisions to enhance client satisfaction. Request a free demo --- Ticketing Cross-functional collaboration and issue management made simple Extended Customer SupportIntegrated ticketing support enables customer issues to be triaged, tracked and assigned efficiently. Agents answering customer inquiries can view a ticket status, or open and close tickets directly from the Unified Inbox, where the agent has full control and visibility in a 360° view of the customer engagement, from past conversation history to ticketing. Seamless Collaboration and Knowledge SharingBusinesses can facilitate seamless collaboration across functional teams. Agents can share information, notes, and updates within tickets, ensuring that relevant knowledge is readily available to teams to action and provide consistent and informed responses to customers. This promotes teamwork and empowers agents to deliver exceptional customer service. Monitor agent performance for continuous improvementTrack and measure agent performance across all channels. Use Omni Engage to identify top-performing agents, uncover best practices, and implement targeted coaching and training programs to elevate the overall performance of your customer support team. Streamlined Customer Support Operations Efficient ticket management drives collaboration and resolution Cross-Functional Collaboration and Issue ResolutionTactful Engage's ticketing feature enables cross-functional collaboration and issue resolution across departments in a company. Besides customer support, tickets track and address internal inquiries and incidents. Creating internal tickets in the Unified Inbox streamlines communication, task assignment, and progress tracking in Tactful Engage. This enhances collaboration, improves processes, and ensures timely resolution of internal challenges, boosting organizational productivity. Request a free demo Product & Service ImprovementTicketing in Tactful Engage gathers valuable customer feedback on product and service experiences. Companies open tickets for suggestions, feature requests, or bug reports, serving as a valuable source for insights. Incorporating customer feedback drives product and service improvements, enhancing customer satisfaction and competitiveness. Request a free demo Product Returns & Warranty ClaimsCompanies use ticketing directly from the Unified Inbox to efficiently handle product returns and warranty claims. They create tickets for initiating returns or filing warranty claims. The ticketing system tracks and manages these requests promptly, adhering to company policies. This streamlined process boosts customer satisfaction, reduces response times, and enhances post-purchase experiences. Request a free demo Frequently Asked Questions What is ticketing functionality in an omnichannel communications software? Ticketing functionality refers to the capability of the software like Tactful Engage to create, manage, and track customer support tickets across multiple channels. It allows businesses to centralize customer inquiries, assign them to appropriate agents, track their progress, and ensure timely resolution, resulting in streamlined customer support operations. What are the benefits of using ticketing in an omnichannel software? Using ticketing in Tactful Engage offers several benefits. It enables businesses to efficiently manage customer inquiries, ensuring no query is overlooked. Ticketing also provides a systematic approach to track and prioritize customer issues, leading to improved response times and enhanced customer satisfaction. It facilitates collaboration among support teams, enables data-driven insights through reporting and analytics, and can allow for seamless integration with other customer support tools and platforms. How can ticketing streamline customer support in an omnichannel communications system? Ticketing streamlines customer support by centralizing customer inquiries from various channels into the Unified Inbox. Agents can assign and track tickets, ensuring that customer issues are promptly addressed by the right agents. By providing a structured workflow, ticketing minimizes response times, avoids duplication of efforts, and enables consistent and personalized interactions, ultimately leading to efficient and effective customer support. Can ticketing in an omnichannel software improve response times? Yes, the ticketing features in Tactful Engage can improve response times. By centralizing and organizing customer inquiries, ticketing ensures that every ticket is assigned to an available agent promptly. Additionally, ticketing provides agents with a holistic view of customer interactions,... --- Customer Experiences Matters Build stronger relationships for long-term client retention Superchange customer engagement as your legal practise Tactful Engage for Legal Professionals Elevate your legal practice to new heights with Tactful Engage, the premier omnichannel solution designed to transform client engagement. Seamlessly integrate email and social media channels to optimize communication, providing exceptional support and personalized client experiences. Discover how Tactful Engage enhances client interactions, fosters loyalty, and drives successful outcomes. Request a free demo Transform the Experience Improve Client Acquisition ExperienceTactful Engage enables legal practices to create personalized experiences using client data from various touchpoints. Deliver assistance based on client preferences to enhance acquisition and satisfaction. Streamline Communicationand OperationsEnhance communication and streamline operations by integrating channels and teams within your legal practice. Use Tactful Engage to coordinate practise teams and support staff to deliver faster response times and greater client satisfactionOptimize Communication to Drive RevenueUse client data to proactively offer additional or complementary services to expand the scope of services offered, to drive higher client lifetime value and boost revenue for your legal practice. Discovery Easily connect with potential clients seeking legal assistance via social media or chatbot through our Unified Inbox. Gain a competitive edge for your legal practice by delivering a more personalized and accessible client experience. Consultation & Service Selection Tactful Engage provides a 360° customer view of every interaction from all channels in one place. Use these insights to ensure you present the most suitable legal services that match the client's needs defined online, and offer a tailored consultation experience that clients appreciate. Post-Service Support & Client Relationship Management Streamline client engagement by instantly routing inquiries to the appropriate department. Deliver lightning-fast issue resolution with our quick reply feature and use the knowledgebase to reference company and legal policy guidance easily. Provide an exceptional customer experience and build long-lasting client relationships that give your legal practice a competitive edge. Built to simplify communication & optimize performance UNIFIED INBOX SIMPLIFIES ENGAGEMENT One place for all communication Streamline your communication, improve response time, and ensures that no enquiry goes unanswered. Unified Inbox allows your team to manage and respond to inquiries from various channels like social media, messaging apps, email, and live chat, all in one place. Our 360° customer view helps practise teams deliver a personalized and efficient service. Request a free demo IMPROVE RESPONSIVENESS Instant customer support guaranteed Tactful Engage chatbots can handle a wide range of enquiries, such as client requests, new business, practise and billing enquiries around the clock. Automate routine tasks, freeing up staff to focus on more complex issues and provide better service to customers. The chatbots can provide instant support to clients improving overall satisfaction. Request a free demo CONNECT YOUR BUSINESS SYSTEMS Integration with Dealer Management Systems Tactful Engage can seamlessly integrate with other business tools to unlock real-time updates on the status of client engagement. Staff can have contact and client information at their fingertips, to identify preferences to discuss relevant properties, features and partners. Provide a more efficient and personalized customer experience to build loyalty and trust. Request a free demo ANALYTICS & REPORTING Actionable insights that help your team performance Practise managers can contact team leaders can track engagement based on enquiry type to monitor staff performance and measure effectiveness. Identify areas for improvement, optimize your support processes and make data-driven decisions to enhance client satisfaction. Request a free demo --- Customer Experiences Matters Build stronger relationships for long-term client retention Streamline customer communications for your property business with Tactful Engage, the omnichannel communications solution for growing businesses Tactful Engage for Property Professionals Transform customer experience at your property company with Tactful Engage, the ultimate omnichannel customer engagement platform. Easily connect email and social media channels, to streamline communication and deliver personalized property recommendations and support. Discover how Tactful Engage helps property companies improve the vendor and buyer experience, build loyalty and close more deals. Request a free demo Transform the Experience Enhance the Buying ExperienceTactful Engage allows dealers to create personalized experiences using customer data from various touchpoints. Deliver tailored offers based on buyer preferences to improve conversion. Streamline Communicationand OperationsOur software improves communication and streamlines operations by integrating channels and teams. Tactful Engage helps coordinate sales, leasing, financing and property management teams to deliver faster response times and greater customer satisfaction. Optimize communication to drive revenueUtilize customer data identify upselling and cross-selling opportunities, offering tailored products and services to car buyers and service customers, to drive higher transaction values and boost revenue. Discovery Effortlessly connect with property investors and potential tenants through social media or chatbots, all from your Unified Inbox. Gain a competitive advantage for your property company by delivering a personalized and accessible customer experience during the initial stages of their property search. Property Presentation & Viewing Tactful Engage provides a 360° customer view of every interaction from all channels in one place. Utilize these insights to present properties that match investor or tenant needs defined online, and offer a tailored experience that they will appreciate. Property & Portfolio Management Streamline engagement by instantly routing inquiries to the sales, property management, or tenant support teams. Offer rapid issue resolution with quick reply features and use the knowledgebase to reference company and industry policies with ease. Provide an exceptional customer experience and build long-lasting relationships that give your property company a competitive edge. Built to simplify client communication & optimize performance UNIFIED INBOX SIMPLIFIES ENGAGEMENT One place for all communication Streamline your communication, improve response time, and ensures that no property enquiry goes unanswered. Unified inbox allows your agents to manage and respond to inquiries from various channels like social media, messaging apps, email, and live chat, all in one place. Our 360° customer view helps both sales and lettings teams to deliver a personalized and efficient service. Request a free demo IMPROVE RESPONSIVENESS Instant customer support guaranteed Tactful Engage chatbots can handle a wide range of enquiries, including vendor and buyer inquiries, tenant applications, investors seeking prospectus and property management requests around the clock. Automate routine tasks, freeing up staff to focus on more complex issues and provide better service to customers. The chatbots can provide instant support to customers improving overall satisfaction. Request a free demo CONNECT YOUR BUSINESS SYSTEMS Integration with Property Management Systems Tactful Engage can seamlessly integrate with PMS and CRM tools to unlock real-time updates on the status of customer engagement. Staff can have contact and customer information at their fingertips, to identify preferences to discuss relevant properties, features and partners. Provide a more efficient and personalized customer experience to build loyalty and trust. Request a free demo ANALYTICS & REPORTING Actionable insights that help your team performance Hotel managers can track guest interactions and monitor staff performance, and measure the effectiveness. Identify areas for improvement, optimize your support processes and make data-driven decisions to enhance guest satisfaction. Request a free demo --- Expand Reach & Enhance Customer Experience Discover the omnichannel benefits of Tactful Engage Increase ConvenienceTactful Engage allows customers to choose their preferred communication channel, be it email, chat, social media, or phone. With multiple channels available, customers can connect whenever and however they prefer, ensuring greater accessibility and availability. Greater FlexibilityCustomers enjoy the freedom to switch between channels based on their preferences or the urgency of their inquiries. Every engagement is seamlessly delivered to the Unified Inbox, making it effortless to manage conversations across various channels. Seamless ExperienceTactful Engage enables customers to initiate a conversation on one channel and effortlessly continue it on another without the need to repeat information. The Unified Inbox and conversation history ensure a smooth experience, eliminating the need for customers to reiterate their queries while ensuring agents never miss a beat. Simplify & Save with Tactful Engage Streamline and scale your customer engagement activities One simple interface to simplify customer engagementSay goodbye to scattered conversations across different platforms. Our Unified Inbox brings all your channels together, allowing you to view and respond to messages from email, chat, social media, and phone in one convenient interface. No more switching between apps or missing important messages. Experience the simplicity of having all communications in one place with Tactful Engage. Unified Inbox Scale Up with EaseConnecting communication channels has never been easier. Tactful Engage simplifies the setup process, allowing you to connect channels in a matter of minutes. You can add as many accounts as you like and expand your reach across various platforms too. Whether you're managing multiple departments or expanding your business, Tactful Engage grows with you. Enjoy the flexibility and simplicity of scaling up your communication efforts with Tactful Engage. Book a free demo Reduce Total Cost of OwnershipInvesting in multiple tools to manage different channels can be costly and complex. With Tactful Engage, you can reduce the total cost of ownership by consolidating all your communication needs into one comprehensive solution. No more juggling between software or maintaining numerous applications. Tactful Engage is a cloud-based SaaS solution, eliminating the need for maintenance and reducing overhead costs. Streamline your operations and maximize your economic value with Tactful Engage's all-in-one communication platform. Book a free demo Unlock customer engagement with expanded channel coverage Enhanced Customer EngagementOffering multiple channelsencourages increased customer engagement as customers can choose the channel they are most comfortable with. With Tactful Engage’s Unified Inbox, agents can easily engage with customers across any channel, facilitating seamless communication. Improved Customer SatisfactionProviding a variety of communication options, companies can deliver a more satisfying customer experience. Tactful Engage simplifies customer engagement by being present when and where customers need assistance, making interactions effortless and enhancing overall satisfaction. Comprehensive InsightsMore channels increases reach and enables companies to gather more data leading to deeper insights into customer preferences, behaviours, and needs. Tactful Engage enables companies to extend their personal engagement to new channels inviting marketing and support functions, providing valuable insights through an omnichannel view of customer engagement. Efficient Resource AllocationTactful Engage empowers supervisors to strategically allocate resources by optimizing staffing and support across different channels and campaigns based on customer demand. This ensures efficient resource utilization and enhances overall operational effectiveness. Higher EfficiencyTactful Engage facilitates better coordination, management, and measurement of customer interactions, resulting in increased operational efficiency. With standard features like quick replies, a knowledge base, ticketing, and a 360° customer view, Tactful Engage enables companies to optimize agent productivity without incurring additional overhead costs as new channels are added. Competitive AdvantageProviding a seamless omnichannel experience sets companies apart from their competitors. Tactful Engage enhances accessibility, speeds... --- Engage. The Podcast. Insights & Expert Advice for Customer-Centric Businesses Let's talk Customer Engagement Welcome to Engage, the podcast dedicated to customer engagement. Join us as we dive into the world of customer engagement, featuring insightful conversations with business owners and industry professionals who have mastered the art of connecting with their customers. Discover their challenges, learn from their experiences, and get ready to implement their tried-and-tested strategies to elevate your own customer engagement game. Don't miss out on any episode – hit subscribe now and let Engage be your guide to customer engagement success! Current Episode SEASON 2 | EPISODE 5 The Coliving Semkovo Story Welcome to another exciting episode of the Engage Podcast! In this episode we delve into the fascinating world of Coliving and Coworking with our special guest, Matthias Zeitler, a visionary community-driven entrepreneur known for his success in developing Bansko, a town in Bulgaria, into a digital nomad hotspot with Coworking Bansko and Bansko Nomad Fest. https://25637455. fs1. hubspotusercontent-eu1. net/hubfs/25637455/Ep12sm. mp4Matthias is a respected speaker, frequently featured in international media. The upcoming 2025 documentary will highlight his work with Coliving Semkovo. Join host Omar Tarek as he uncovers Mathias’ journey in the Coliving and Coworking space. Whether you're a community-driven entrepreneur or a digital nomad, this episode is packed with insights and practical advice you don’t want to miss. Tune in to learn about the intersection of entrepreneurship, community, and innovation, and get inspired to take your own projects to new heights. Season 2 SEASON 2 | EPISODE 4 The Co Movement: Innovating How We Live & Work In this episode of Engage, we dive into conversation with Christian Schmitz, the Global Lead for Co-working at Salto Systems, about the fusion of technology and our environment. Christian is at the forefront of infusing technology into the very way we experience space. Here's what to expect:https://25637455. fs1. hubspotusercontent-eu1. net/hubfs/25637455/newpod1. mp4Discover how traditional real estate is pivoting to meet the dynamic demands of modern living and working. Hear how the Co movement is reshaping not just our workspaces, but the essence of community in our urban landscapes and Christian unveils how to create adaptable, multipurpose environments that cater to an ever-evolving society. Christian shares his journey, insights, and the wisdom that's propelled him to the forefront of this global shift. Whether you're in the industry or simply fascinated by the future of urban living, this episode of Engage promises to spark ideas and inspire action. Join us and be part of the conversation that's building tomorrow! SEASON 2 | EPISODE 3 Explore the future with Artificial Intelligence Dive into the world of artificial intelligence and its impact on our lives with the thought-provoking podcast. Discover why AI is not just a buzzword but a transformative force. The podcast unravels the mysteries of large language models, artificial intelligence and demystifying complex AI terms for everyone. In this episode, host Omar Tarek explores how AI impacts various industries, and its potential implications for our careers with AI expert Ihab Tag. https://25637455. fs1. hubspotusercontent-eu1. net/hubfs/25637455/Podcast-Ep10. mp4Whether you're an AI enthusiast or a curious novice, this podcast will open your eyes to the possibilities AI presents. Tune in to gain a richer understanding of AI's transformative power and how you can thrive in this AI-driven future. SEASON 2 | EPISODE 2 Disrupting the insurance industry with passion & purpose Join us as we talk to Carlos Miguel, co-founder of Insurance Elephant, and explore a revolutionary approach to bridging the insurance gap in underserved markets. Carlos reveals the power of discount cards as a gateway to insurance, simplifying complex products and making... --- Reporting Actionable insights to optimise for high performance customer engagement Improve resource managementTactful Engage reports on agent utilization helping businesses identify areas to optimize workload distribution using smart routing tools and improve productivity. By understanding how agents are spending their time across different channels, businesses can make informed decisions to allocate resources effectively and ensure optimal agent performance. Optimize handling time for enhanced customer experienceInsights into handling time across various communication channels, enabling businesses to identify bottlenecks and streamline processes. By monitoring and analyzing handling time data, businesses can implement targeted improvements to reduce response times, leading to increased customer satisfaction and loyalty. Monitor agent performance for continuous improvementTrack and measure agent performance across all channels. Use Tactful Engage to identify top-performing agents, uncover best practices, and implement targeted coaching and training programs to elevate the overall performance of your customer support team. Performance Matters Optimizing for success with customer engagement metrics Building a high performance cultureCultivating a high-performance culture is essential for achieving exceptional results and driving agents towards success. Tactful Engage not only optimizes performance with its productivity-enhancing features but also offers a comprehensive reporting suite that elevates your business to new heights. By providing supervisors with the ability to measure engagement and performance across all channels, our omnichannel communications software ensures that your team is consistently informed and driven towards success. Request a free demo Monitoring customer engagementTactful Engage delivers comprehensive reporting on all crucial customer engagement metrics, such as interactions, response times, handling durations, missed connections, top performers, and in-depth agent performance analytics. With the ability to filter views by channel and time, our platform offers a granular perspective on your team's performance. Empower your supervisors with Tactful Engage and take complete control of your agent's performance. Request a free demo Measuring success & maintaining standardsTactful Engage enables companies to continuously monitor Service Level Agreement (SLA) performance and facilitates proactive identification of over or underperforming channels, enabling targeted strategies for improvement. Experience the benefits of a data-driven approach in optimizing your business operations and maintaining exceptional SLA performance with Tactful Engage. Request a free demo Reporting Features Performance MetricsTactful Engage delivers detailed performance metrics that help businesses monitor and evaluate their customer support team's efficiency, response time, and overall effectiveness, enabling them to make data-driven decisions for improvement. Agent EvaluationSupervisors can evaluate agent metrics to assess the performance of individual customer support agents, identify their strengths and weaknesses, and provide targeted training and support to help them improve. Real-time ReportingTactful Engage provides real-time reporting, enabling businesses to stay up-to-date with the latest customer support trends and make timely, informed decisions. Historical Data AnalysisAnalyze historical customer support data to identify patterns and trends over time, and make strategic decisions based on changing behaviours. SLA MonitoringMaintaining service levels is critical for many businesses and Tactful Engage makes it easy. Clear, accessible headline metrics allow supervisors to track performance and keep a close watch to ensure service levels are being maintained. FilteringTactful Engage reports have a powerful filtering capability which allows supervisors to drill down and review data by channel, agent, team or channel to gain more detailed insights. Frequently Asked Questions What are the key reporting features to look for in omnichannel communication software? Key reporting features in omnichannel communication software like Tactful Engage include real-time analytics, historical data analysis, channel-specific metrics, and agent performance tracking. All are available out-of-the-box for all Tactful Engage users. How do omnichannel communication software reporting tools help improve customer service? Reporting tools in omnichannel communication software provide insights into customer interactions, agent performance, and channel effectiveness. This data helps businesses identify areas... --- Discover the AI advantage See how businesses benefit from Tactful Engage chatbots Automate product discovery to drive salesAre you struggling with a high volume of inquiries? With our AI Bot you can support the sales process by automating product discovery through natural language interactions or guided menus, and offer personalized product recommendations in multiple languages and channels. Discover how you can elevate your sales process, providing customers with a seamless and personalized product discovery experience. Efficient ticket management for streamlined Customer SupportGrappling with cumbersome ticket collection, time-consuming data entry or customer complaints? Streamline ticket collection through AI-driven intent detection, allowing customers to report issues efficiently . Explore how our Support Bot can optimize your support processes, leading to improved customer experiences and operational efficiency. Enhancing Customer Engagement Using AI chatbots Streamline Customer InteractionsImproved response times, enhanced efficiency, and higher customer satisfaction are just a few of the benefits bots can deliver. Use our Tactful Engage AI chatbots to automate routine inquiries, reducing customer wait times and enable agents to focus on more complex issues. Find out now how you can deliver faster query resolution and improved customer experiences Request a free demo Ensure Consistency & AccuracyBuild brand reputation and improve customer loyalty by delivering timely and accurate information across every channel. Tactful Engage AI chatbots provide consistent responses to customer inquiries, eliminating human errors and ensuring that every customer receives the same high-quality service. Engage now. Request a free demo Boosting Productivity & Cost SavingsIncreasing productivity and reduced support costs are essential for business growth and profitability. Using Tactful Engage AI chatbots you can handle repetitive discussions with ease, freeing up agents to tackle more complex issues. Implementing a chatbot offers significant cost savings and improved productivity, as agents can focus on value-added tasks. Explore how you can save. Request a free demo Multilingual Support & ScalabilityCatering to diverse customer bases and adapting to business growth are key to long-term success. AI chatbots support multiple languages, allowing businesses to serve a global customer base effectively. They also scale effortlessly with your business, ensuring that customer support remains seamless as you expand. Request a free demo Transform your business with Tactful Engage AI-powered chatbots in action Handling Customer FAQs Business ProblemHigh load of incoming repetitive inquiries, inefficient customer support processes, insufficient support staff or resources, and ineffective knowledge management. SolutionConfigure answers for FAQs and train AI models to recognize end-customer intents, delivering quick, consistent responses in multiple languages and channels. Answering Product Enquiries Business ProblemHigh load of inquiries regarding product specifications and information, inefficient support processes, and limited product knowledge. SolutionAutomate product discovery through natural language interactions or guided menus, offering personalized product recommendations in multiple languages and channels. Automating Ticket Creation Business ProblemCumbersome ticket collection, time-consuming data entry, and customer complaints. SolutionStreamline ticket collection through AI-driven intent detection, allowing customers to report issues efficiently in multiple languages and channels. Automate Human Handovers Business ProblemAI limitations in handling complex inquiries. SolutionSeamlessly transition from AI to human agents, ensuring customers receive the support they need promptly and effectively. Great Greetings, engage sooner Business ProblemLack of professional greetings at the beginning of conversations. SolutionPersonalize conversations with a customizable greeting skill, enhancing the customer’s initial experience. Conversational AI Business ProblemInability to understand customer intents quickly and effectively. SolutionTrain and configure the conversational AI model to recognize customer intents, enabling automated responses and efficient customer interactions. Fallback Business ProblemAI misunderstandings or system failures. SolutionImplement a general fallback skill to guide customers towards valid inputs and maintain smooth conversations. --- Reach Customers Where They AreEffortlessly connect with your customers on their preferred communication channels, meeting them wherever they choose to engage, and enhancing customer satisfaction. Elevate Your Customer EngagementOffer great customer service across all touchpoints, ensuring consistency and quality in every interaction, and building customer loyalty and advocacy. Boost ProductivityEmpower your team to handle all customer-related tasks within a single interface, minimizing complexity and maximizing productivity, allowing them to focus on delivering excellent service. Unified Inbox Bring together every channel in one place Unified Inbox Bring together every channel in one place Reach customers where they areEffortlessly connect with your customers on their preferred communication channels, meeting them wherever they choose to engage, and enhancing customer satisfaction. Elevate your customer engagementOffer great customer service across all touchpoints, ensuring consistency and quality in every interaction, and building customer loyalty and advocacy. Boost productivityEmpower your team to handle all customer-related tasks within a single interface, minimizing complexity and maximizing productivity, allowing them to focus on delivering excellent service. Empower your team with Unified Inbox Unlock the full potential of omnichannel communications Smart queuing optimizes engagementExperience seamless contact handling with Tactful Engage's intelligent queue management system. Prioritize customer inquiries effectively, ensuring agents address the most crucial concerns first. Using smart routing rules, defined by supervisors, match customer inquiries with the agents best suited to handle them, resulting in faster resolution times, satisfied customers, and a stress-free experience for your team. Queuing & Routing Engagement made easy for AgentsEquip your agents with everything they need to excel in customer engagement with features such as quick replies, whisper mode for real-time support from supervisors, and knowledgebase ensure consistent, high-quality responses. Tactful Engage provides full contact history for valuable context, optimizing productivity and performance to simplify and empower your agents placing everything right at their fingertips. Talk to an expert All-in-One Customer ManagementOur 360° customer view provides agents with all the essential information needed to expertly handle customer inquiries. Easily review and raise tickets directly from the agent desktop, access contact details and send follow-up emails with just a few clicks. Tactful Engage enables agents to manage customer relationships seamlessly without ever leaving their Unified Inbox. Talk to an expert Unified Inbox Features Queue RoutingStreamline your customer support response with our intelligent queue routing to prioritize inquiries to optimize response times and customer satisfaction. Transfer ConversationsEnhance collaboration and expertise by transferring conversations with ease on Tactful Engage, providing your customers with the best possible support. Conversation HistorySee complete conversation history on Tactful Engage, empowering your team to provide personalized and informed support to your customers. Recommended AnswersSave time and improve response quality using Tactful Engage's recommended answers, providing your team with instant, relevant responses to common customer inquiries. 360° Customer ProfileGet the full picture with 360° customer profiles, providing valuable insights and enabling personalized and targeted support. Multichannel AttachmentsStreamline communication with multichannel attachments, ensuring seamless file sharing across all customer touchpoints. Ticketing SystemKeep track of customer issues and prioritize support with Tactful Engage's intuitive ticketing system, optimizing your team's productivity and customer satisfaction. Collaboration ToolsFoster teamwork and improve communication with Tactful Engage's collaboration tools, ensuring a unified approach to customer support. Apps IntegrationsEnhance your customer support capabilities with seamless app integrations, allowing your team to access data their favorite tools within one platform, streamlining workflow and improving overall efficiency. Ready to scale your operations? Contact sales Frequently Asked Questions What is a Unified Inbox and how can it benefit my business? A Unified Inbox is a single platform that consolidates all customer communications across multiple channels, such as email, social media, messaging apps, and more. Tactful... --- Customer Experiences Matters Build stronger relationships for long-term client retention Omnichannel Communications for growing businesses. Tactful Engage makes customer engagement easy. Tactful Engage for Car Dealers Transform customer experience at your dealership with Tactful Engage, the ultimate omnichannel customer engagement platform. Easily connect email and social media channels, to streamline communication and deliver personalized recommendations and support. Discover how Tactful Engage helps car dealers improve customer experience, build loyalty and drive up revenue. Request a free demo Boost Buyer Satisfaction & After Sales Experience Enhance the Buying ExperienceTactful Engage allows dealers to create personalized experiences using customer data from various touchpoints. Deliver tailored offers based on buyer preferences to improve conversion. Streamline Communicationand OperationsOur software improves communication and streamlines operations by integrating channels and teams. by integrating channels. Tactful Engage helps coordinate sales, support and service teams to deliver faster response times and greater customer satisfaction. Optimize communication to drive revenueUtilize customer data identify upselling and cross-selling opportunities, offering tailored products and services to car buyers and service customers, to drive higher transaction values and boost revenue. Discovery Connect easily with car buyers via social media or chat bot, while they’re browsing from your Unified Inbox. Gain a competitive edge for your dealership, by delivering a more personalized and accessible customer experience. Vehicle Presentation & Test Drive Tactful Engage deliver a 360° customer view of every customer engagement from all channels in one place. Use these insight to ensure you present vehicles on site that match the buyers needs defined online and offer a bespoke sales experience that customers appreciate. After Sales Support & Service Simplify customer engagement by instantly routing your inquiries to the sales, service, or fleet management. Deliver lightning-fast issue resolution with our quick reply feature and use the knowledgebase to reference company and manufacturer policies easily. Provide a great customer experience and build long-lasting customer relationships that give your dealership a competitive edge. Built to simplify communication & optimize performance UNIFIED INBOX SIMPLIFIES ENGAGEMENT One place for all communication Streamline your communication, improve response time, and ensures that no query goes unanswered. Unified Inbox allows dealership staff to manage and respond to vehicle inquiries from various channels like social media, messaging apps, email, and live chat, all in one place. Our 360° customer view helps both sales and support teams to deliver a personalized and efficient service. Request a free demo IMPROVE RESPONSIVENESS Instant customer support guaranteed Tactful Engage chatbots can handle a wide range of enquiries, from test drive requests to service inquiries, answering frequently asked questions around the clock. Automate routine tasks, freeing up staff to focus on more complex issues and provide better service to customers. The chatbots can provide instant support to customers improving overall satisfaction. Request a free demo CONNECT YOUR BUSINESS SYSTEMS Integration with Dealer Management Systems Tactful Engage can seamlessly integrate with DMS and CRM tools to unlock real-time updates on the status of customer engagement. Staff can have contact and customer information at their fingertips, to upsell extended service agreements, financing or trade-ins more effectively, delivering a more efficient and personalized customer experience. Request a free demo ANALYTICS & REPORTING Actionable insights that help your team performance Business managers can track test drive outcomes and service upsells based on engagements, and monitor staff performance and measure the effectiveness. Identify areas for improvement, optimize your support processes and make data-driven decisions to enhance customer satisfaction. Request a free demo --- Queue Management & Routing Optimize resource utilisation and performance to boost customer satisfaction Efficiency GainsAutomatically direct customer inquiries to the most appropriate agent based on their skills and availability. Tactful Engage’s queue-based routing eliminates the need for manual transfers and ensures that customers receive prompt assistance reducing response times and allows agents to handle a higher volume of inquiries, boosting business productivity. Boost Customer SatisfactionIntelligent skill-based routing of customer queries matches to the agent best equipped to handle them, ensuring customers receive accurate and timely support, delivering a more positive experience. Smart routing helps reduce frustration caused by long wait times or being transferred between multiple agents, fostering stronger customer relationships and enhancing satisfaction. Improved Agent PerformanceAssigning inquiries to agents based on their expertise and availability, ensures that agents are not overwhelmed with requests beyond their skillset or capacity. This efficient resource management not only leads to better performance, but also reduces stress and burnout among support agents. Tactful Engage’s routing empowers agents to focus on providing high-quality support to customers, resulting in a more motivated and engaged team. Smart Routing Options for Supervisors Optimize resource utilisation and performance to boost customer satisfaction Skill-based routing to optimize experienceSmart routing ensures customer inquiries are directed to the most suitable agent based on their skills and expertise. This intelligent allocation not only reduces the response time but pairs customers with the agent most able to provide accurate and helpful advice. Tactful Engage enables supervisors to set the routing rules and change them in an instant if demand dictates. Request a free demo Balancing the load to deliver consistent supportTactful Engage smart routing algorithm evenly distributes customer inquiries among available agents, ensuring that no single agent is overwhelmed with requests while others are idle. This load balancing feature enables businesses to manage agent utilization properly, reduce wait times for customers, and enhance agent productivity. By ensuring a balanced distribution of inquiries, businesses can maintain high levels of efficiency and customer satisfaction, even during peak times. Request a free demo Prioritize high-value customers for expedited supportBusinesses can prioritize support for high-value customers, ensuring that they receive an expedited assistance. Priority-based routing helps businesses to nurture and retain their most valuable customers by providing them with a superior level of support and attention. Taken together, skill, queue and priority based routing, Tactful Engage has a flexible and powerful set of routing options to help every supervisor manage customer engagement expertly. Request a free demo Routing in 3 Easy Steps Streamline Customer Engagement with Smart Routing Develop and implement routing rules Supervisors can set routing rules based on a specific channel, the content of the message, or particular customer attributes. Once these profiles are defined messages that match can be automatically assigned to an agent or team. Review & Refine With routing enabled, as resources, campaigns or priorities change supervisors can instantly adapt the routing rules to immediately respond to changing conditions to ensure that service commitments are kept and resources are prioritized appropriately. Reporting insights Supervisors can identify areas for improvement and optimization from Tactful Engage reports and adjust routing rules to better distribute workload among agents or refining conditions to more accurately match customer inquiries with the best-suited agents or teams. This continuous monitoring and optimization process will help you maintain an efficient routing --- 1. EULA 1. 1. The terms and conditions set out in this document (the “EULA”) apply to all Products licensed for use under an Order Form and services related to such Product(s). 1. 2. This EULA, together with the relevant Order Form, is a legally binding contract between: (A) TACTFUL LTD. , a private limited company incorporated and registered in England under registration number 10279888, with registered office at Stirling House Business Centre, Cambridge Innovation Park, Waterbeach, Cambridge CB25 9QE, United Kingdom, where the User Subscription is purchased directly from Tactful Ltd; OR(B) Tactful LTD’s authorised reseller, where the User Subscription is purchased indirectly through a reseller,as applicable, the “Supplier”; AND(C) the corporate entity wishing to access and use the Product(s) (the “Customer”) that has, through its authorised representative, subscribed to use the Product(s) in an Order Form. 1. 3. This EULA is designed for electronic execution by the Customer acting through its authorised representative. 1. 4. By scrolling through this EULA and clicking “Accept” (or completing such other affirming acts required by the registration process) (the “Electronic Signature”), the Customer (through its authorised representative) unconditionally confirms to the Supplier that such authorised representative has all necessary authority to accept the terms of this EULA for and on behalf of the Customer. 1. 5. The Supplier and the Customer each agree that the Electronic Signature shall have equivalent standing in applicable law to a physical signature. 2. COMMENCEMENT AND TERM 2. 1. This Agreement (as defined in the Order Form): 2. 1. 1. is effective from the date of the relevant Order Form or the date that the Electronic Signature is created (whichever occurs first) (the “Effective Date”); and2. 1. 2. shall continue for: (a) the initial period specified in the Order Form; or (b) where the Order Form is silent as to the initial period, an initial period of twelve (12) calendar months from (and including) the Effective Date (the “Term”). 2. 2. The Term shall be automatically extended for further successive periods equal to the initial Term (each a “Renewal Period”) unless and until one party gives written notice to the other of its intention not to renew the Agreement at the end of the initial Term or the relevant Renewal Period (as the case may be) and provided that such written notice is received by such other party at least: 2. 2. 1. ninety (90) days (where the initial Term is for twelve (12) months or longer); or2. 2. 2. thirty (30) days (where the initial Term is for a shorter period than twelve (12) months),prior to the expiry of the: (1) initial Term (in respect of the first renewal); or (2) the then current Renewal Period (in the case of the second, and all subsequent, renewals). 3. USE OF THE PRODUCTS 3. 1. Subject to the Order Form and the terms of this EULA, Supplier grants the Customer a non-exclusive, worldwide, and non-transferable right to permit the Authorised Users to access and use the Product(s) through the Portal during the Term. 3. 2. The Customer acknowledges and agrees that the Product(s) (and any and all materials made available by and/or on behalf of Supplier in connection with the use of the Product(s)) have been licensed for use and not sold to the Customer. 3. 3. The licence is subject to the restrictions specified in the Order Form, including restrictions on the number of Authorised Users who may be permitted to access the Product(s). 3. 4. The Customer shall not: 3. 4. 1. authorise more Authorised Users to access the Product(s) than the number of User Subscriptions... --- This Data Processing Addendum (the “Addendum”) is made by and between Tactful Ltd, a company having its principal place of business at Stirling House Business Centre, Cambridge Innovation Park, Waterbeach, Cambridge CB25 9QE, United Kingdom (“Company”) and the counterparty agreeing to these terms (“Client” or “Customer”). 1. INTRODUCTION 1. 0. The purpose of this Data Processing Agreement (the “DPA”) is to describe the specific terms and conditions applicable to the processing of End Customer Personal Data by: 1. 0. 1. Company where products and services are purchased directly from the website/self-service. 1. 0. 2. Company, where products and services are purchased directly from the enterprise sales team; or 1. 0. 3. Company, where products and services are purchased from managed service directly from TacfulAI; or 1. 0. 4. the relevant re-selling partner of Company’s products and services (the “Partner”), as applicable for the purposes of this DPA, the “Processor”. 2. CLASSIFICATION 2. 0. For the purpose of this DPA: 2. 0. 1. the Customer will be the Controller of the Customer Personal Data; 2. 0. 2. where Company is the “Supplier” for the purposes of an Order Form, Company will be the Processor of Customer Personal Data; and 2. 0. 3. where the Partner is the “Supplier” for the purposes of an Order Form, the relevant Partner will be the Processor of Customer Personal Data and Company acts as the Partner’s sub-Processor. 3. DEFINITIONS 3. 0. In this DPA: Data Processor Activities means the processing activities described in Appendix 1. Data Protection Legislation means, as applicable, the Data Protection Act 2018, the UK retained version of General Data Protection Regulation (2016/679) (GDPR), and the Privacy and Electronic Communications (EC Directive) Regulations 2000 and any applicable replacement legislation governing the use and security of personal data. New Sub-processor means a new Sub-processor to the Sub-processor List. Sub-processor means a subcontractor engaged by the Processor to process the Customer Personal Data on the Processor’s behalf and Sub-processors shall be construed accordingly. Controller (Customer) means the natural or legal person, public authority, agency or other body which, alone or jointly with others, determines the purposes and means of the processing of personal data; where the purposes and means of such processing are determined by Union or Member State law, the controller or the specific criteria for its nomination may be provided for by Union or Member State law. Processor means a natural or legal person, public authority, agency or other body which processed personal data on behalf of the controller (customer). Data Breach means a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, personal data transmitted, stored or otherwise processed. Processing means any operation or set of operations which is performed on personal data or on sets of personal data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction. Sub-processor List means the list of Sub-processors set out and/or identified in Appendix 2. Customer Personal Data means all personal data controlled by the Customer and which is processed by the Processor in order to provide the Services and personal data, controlled, and processed shall each have their respective meanings given in the GDPR. 4. APPLICABILITY AND DURATION 4. 0. This DPA is established by the parties’ signature on (date = date of main contract), in respect of the processing operations to be performed by Processor, on behalf of the Customer, under this DPA. 4. 1. This DPA shall... --- INTRODUCTION This document is written to ensure that there is a common understanding for providing support for the Tactful Engage application with regard to service delivery and time windows. PURPOSE The purpose of the Service Level Target is to describe the support service expected for the continued operation of Tactful Engage. SCOPE OF THE DOCUMENT This document covers the following: Platform support provided by Tactful Ltd. Diagnosis of problems or issues reported by customers. Providing temporary workarounds if necessary. Providing permanent solutions for opened tickets to prevent them from repeating again. The document DOES NOT cover the following: Providing any customizations. Upgrade of services provided by Tactful Ltd. Implementation Services. SUPPORT POINTS OF CONTACT Self-service ticketsUsing Tactful Engage support center (Tactful Engage Support Center) Email (support@tactful. ai) TECHNICAL SUPPORT RESPONSE TIMES The following table includes each type of issue severity, and its agreed timeframe for resolution: Contract type Standard Priority Issue Severity Initial response Resolution Time Initial response Resolution Time Critical (S1) 4 working hours 2 working days 2 working hours 8 working hours 🟡 Medium (S2) 8 working hours 3 working days 4 working hours 2 working days 🟢 Low (S3) 2 working days 5 working days 1 working day 3 working days DEFINITIONS Critical Severity Issues (S1)An error in Tactful's software in a production environment that makes the product severely degraded, or significant aspects of the product are not performing with significant business impact. 🟡 Medium Severity Issues (S2)An error in Tactful's software in a production environment where most business functions remain operational, or a system error where there is no specific impact on service. 🟢 Low Severity Issues (S3)Requests for information, billing issues, and documentation problems. WORKING HOURS/BUSINESS DAYS Sunday to Friday 09:00 – 17:00 Cairo local time excluding Public Holidays. PRODUCT AVAILABILITY AND SERVICE LEVEL TARGETS The SLT below only applies to Tactful Engage Managed Cloud instances. This document represents a commitment to a service level target within commercially reasonable means and does not represent a guarantee or warranty. Please consult Tactful Engage - End User License Agreement for more details. Tactful Engage Service Level Target is 99% uptime for Enterprise plan subscriptions. Availability % Downtime per year Downtime per month Downtime per week Downtime per day (24 hours) 99% ("two nines") 3. 65 days 7. 31 hours 1. 68 hours 14. 40 minutes Status TrackingA real-time status page is provided to measure and communicate the real-time and historical status of the product and services. Tactful Engage's Live status - https://status. tactful. ai/status/production Covered ExperiencesThe Service Level target applies to the most critical features, use-cases, and experiences: Site/platform downtime. Sending and Receiving Messages as a Customer or as an Agent. Chatbot replies to customers within 1 minute. Viewing, Creating, and Editing Tickets. Only browser-based experiences are covered. Integrations, API calls, and mobile experiences are not covered. MAINTENANCE WINDOWS Regular feature updates and bug fixes do not require downtime; however, if downtime cannot be avoided (for example, when DNS records are modified or major OS upgrades or urgent security patches are required), this downtime will be scheduled in the below Regular Maintenance Window. Maintenance windows occur weekly on Sunday between 6 pm and 12 am in the timezone where your site's server is located. We aim to keep total weekly downtime to less than 30 minutes, and we only use the maintenance windows when downtime can’t be avoided. Usually, our continuous release process does not cause downtime. SCHEDULED MAINTENANCE COMMUNICATION Regular maintenance windows: We won't send maintenance notifications unless we need to deviate from the regular schedule. Other types of maintenance: For other required maintenance, like urgent... --- Tactful uses the following subprocessors to assist in providing the services. If you have any questions regarding our subprocessors, please don’t hesitate to contact privacy@tactful. ai. These data subprocessors apply to all customers who utilize the Tactful Engage platform and are agnostic of product utilization. Sub Processor Processing Activities Entity Country Amazon Web Services Cloud Service Provider Ireland BugSnag, Inc. Quality Assurance and Error Tracking Services United States Google Product, Marketing, and Usage Analytics United States Hubspot CRM & Marketing Platform United States Zapier Developer Tool and Data Connector United States These Data Subprocessors may be utilized to support customers who may elect to share personal data with Tactful’s support personnel. Sub Processor Processing Activities Entity Country Atlassian Software Development and Collaboration Tools Global Residency (between US California and Oregon, EU Frankfurt and EU Ireland regions) Microsoft Corp. Software Development and Collaboration Tools (Office 365, Microsoft Teams) European Union Brevo Transactional Email Delivery Platform France Sub-Processors Last Updated 5 Nov 2024 At Tactful AI, we prioritize the security and privacy of our customers' data. We engage with third-party service providers, known as Sub-Processors, to assist in delivering our services. Below is a list of our current Sub-Processors, including their purpose and location. These data subprocessors apply to all customers who utilize the Tactful Engage platform and are agnostic of product utilization. List of Sub-Processors Sub-Processors DPA Link Processing Activities Entity Country Amazon Amazon DPA Cloud Hosting and Storage Ireland Chargebee Chargebee DPA Subscription Billing Management United States Stripe Stripe DPA Payment Processing United States Bugsnag Bugsnag DPA Error Monitoring and Reporting United States OpenAI OpenAI DPA Natural Language Processing and AI services United States AzureAI AzureAI DPA General Processing Activity European Union Cloudinary Cloudinary DPA General Processing Activity Ireland Zapier Zapier DPA General Processing Activity United States Brevo Brevo DPA Transactional Email Delivery Platform France Data Protection and Security We ensure that all our Sub-Processors adhere to stringent data protection standards and comply with relevant regulations such as the GDPR. Each Sub-Processor undergoes a thorough security assessment before engagement. Updates to Sub-Processors We may update this list periodically as we add or remove Sub-Processors. Significant changes will be communicated to our customers in advance. We encourage you to review this page regularly for the latest information. Contact Us If you have any questions or concerns about our Sub-Processors, please contact us at: privacy@tactful. ai --- Privacy Policy Table of Contents SECTION 1 1. Introduction and navigating this Policy 1. 1 This document (Policy) describes your controller, Tactful Ltd’s (Supplier), commitment to protecting your privacy whilst using the product known as Tactful Engage (or its successor) components and any other software product(s) expressly specified in the Order Form (Product). 1. 2 In particular: SECTION 1 Introduces the Policy; sets out information about the Supplier and the Supplier’s Group; and describes the scope of the Policy. SECTION 2 Describes:1. the types of personal data that the Supplier collects; and 2. how the Supplier collects that personal data. SECTION 3 Describes how the Supplier uses the personal data that it collects. SECTION 4 Describes or lists the disclosures of personal data that may be made by the Supplier to third parties. SECTION 5 Describes the arrangements that have been put in place by the Supplier with respect to international transfers of personal data. SECTION 6 Describes the technical and organisational security measures that have been adopted by the Supplier to protect your personal data from and against unauthorised and unlawful processing, accidental loss, destruction, disclosure, damage or alteration. SECTION 7 Sets out the Supplier’s personal data retention policy. SECTION 8 Describes your legal rights in connection with the Supplier’s collection and processing of your personal data. 2. Information about the Supplier and controller Supplier The Supplier is a Private Limited Company that is incorporated under the laws of England with registration number 10279888. Address The Supplier’s registered address is: Stirling House Business Centre, Cambridge Innovation Park, Waterbeach, Cambridge CB25 9QE, United Kingdom. Data Protection Authority The Supplier is registered with the UK Information Commissioner’s Office under number ZA277573. Contact If you have any questions about this Policy or the Supplier’s privacy practices, then you can contact the Supplier via email at privacy@tactful. ai. 3. Scope of the Policy This Policy applies to all personal data collected, accessed, or otherwise processed by the Supplier in connection with your use of the Product. 4. Changes to the Policy 4. 1 The Supplier may change this Policy from time to time and any such updates will be notified to you: (a) through the Product; or (b) by e-mail. 4. 2 This Policy was last updated on: 28 June 2023 SECTION 2 5. Types of personal data collected Personal data, or personal information, means any information identifying or relating to a data subject (individual) that the Supplier can identify (directly or indirectly) from that data alone or in combination with other identifiers that the Supplier possesses or can reasonably possess. The Supplier may collect, use, store, and transfer various personal data of yours and categorises this data by type as follows: Contact Data Such as name, personal identification number, e-mail address, and telephone number. Correspondence Data Such as records of correspondence including survey responses. Anti-fraud Data Such as, to the extent required, information relating to financial situation, creditworthiness or any criminal or fraudulent activities provided to the Supplier directly or by third parties, including information which establishes identity, such as driving licences, passports and utility bills; information about transactions, credit ratings from credit reference agencies; fraud, offences, suspicious transactions, politically exposed person and sanctions lists. Payment Data Such as card or other payment data used to process payments to the Supplier. Technical Data Such as IP address, login data, and usage data. User Credentials Such as usernames and passwords. Usage Data Such as details of your usage of the Product. Marketing and Communications Data Such as your marketing preferences. 6. How the personal data is collected The Supplier may collect your personal... --- --- ## Posts Introduction A friend of mine runs a retail business. He recently asked, "How do I start using conversational AI? " It made me realise this is a question many business owners are asking today. Customers now expect fast answers, all day, every day. They want smooth support whether they message you on your website, Instagram, or WhatsApp. At the same time, your support team is likely feeling overwhelmed. If you're trying to grow your business without hiring a bigger support team, this guide is for you. In this post, I’ll walk you through a clear plan for using conversational AI. You don’t need to be a tech expert to follow it. We’ll cover: What conversational AI is (and what it’s not) How to spot the best areas to use it When to let AI help, and when to use humans Common mistakes to avoid Whether you're just starting or want to improve what you already use, this guide will help you move forward with confidence. Let’s get into it. Is This Guide Right for You? Before you jump into setting up conversational AI, let’s align on a few common situations many retail and e-commerce businesses face. These assumptions will help you see if this guide fits your current stage. Assumption 1: You want to grow sales, improve customer service, and reduce operational costs You’re likely aiming to boost revenue, make your customers happier, and lower support costs. These are the most common goals we see with brands exploring AI. Assumption 2: You already have a support team Maybe it’s just one or two people, or maybe a larger group. Either way, they spend their day helping customers with sales inquiries and service requests. Assumption 3: You’re active across one or multiple channels You have a website, and your customers are messaging you through Instagram, WhatsApp, and other platforms. The more you grow, the more messages you get. Assumption 4: Your team is stretched thin Support tickets are piling up. Some customers wait too long. Your team is stressed, and you’re starting to worry about how to keep up. Assumption 5: You still see support as a cost centre, not a growth engine Many businesses still treat customer service as an expense to minimise, rather than a powerful tool to drive loyalty and revenue. If this is the case, you may be underinvesting in areas that could directly impact growth. If some or all of these sound familiar, then you’re in the right place. The next chapters will show you how conversational AI can ease the pressure, improve service, and unlock growth without adding more headcount. What Conversational AI Is and What It’s Not Before you explore how to use conversational AI, it’s important to clear up a big myth: not every chatbot is truly “conversational AI. ” Let’s break down the differences. The Old Way: Rule-Based Chatbots These are the classic bots many businesses started with. They use buttons and predefined paths to help customers find answers. For example: Press 1 for English Press 2 for Delivery Questions Choose Your City These bots follow a fixed script. If a question falls outside their flow, they usually can’t help. The Next Step: NLU-Based Chatbots NLU (Natural Language Understanding) bots try to detect the meaning behind what a customer types. You train them to recognise certain phrases and match them with preset answers. But they often struggle when questions sound similar. For example: "Do you deliver to Leicester? " "How much is delivering to Leicester? " "Is express delivery available? " They may mix up these intents and give the wrong answer.... --- محادثات العملاء: المخطط الأساسي لتجربة عملاء مدعومة بالذكاء الاصطناعي المحادثات المباشرة مع العملاء تعتبر ثروة من المعلومات غير المفلترة. فدردشات الدعم والمكالمات الهاتفية والتفاعلات عبر شبكات التواصل تحوي أسئلة ومشكلات وتفضيلات تعبّر بصدق عما يهم العملاء. يمكن اليوم لتقنيات تحليل اللغة الطبيعية المدعومة بالذكاء الاصطناعي تحليل هذه المحادثات على نطاق واسع واستخلاص الأنماط والمشاعر الشائعة، مما يقدم رؤًى تنفيذية دقيقة لتحسين المنتجات والخدمات وعمليات الدعم. على سبيل المثال، إذا تكرر استفسار العملاء عن بند معيّن في وثيقة تأمين، فإن ذلك إشارة إلى ضرورة توضيح هذا البند أو تدريب روبوت دردشة للرد على تلك الأسئلة. وبالمثل، تحليل سجلات الدردشة في خدمة رقمية قد يكشف عن عطل متكرر يستوجب إصلاحًا استباقيًا. من خلال الإصغاء لصوت العميل، تحصل الشركات فعليًا على مخطط واضح حيث يمكن للذكاء الاصطناعي والأتمتة إحداث أكبر أثر. والنتيجة هي أنه عند تطبيق حلول الذكاء الاصطناعي في تجربة العملاء، فإنها تستهدف القضايا التي تهم العملاء فعلاً. هذا التوافق بين احتياجات العملاء الفعلية وقدرات الذكاء الاصطناعي هو ما يجعل مبادرات تجربة العملاء قابلة للتوسع بحق – فعندما ينمو عدد العملاء، يكون الذكاء الاصطناعي مهيأً مسبقًا للاستجابة بكفاءة. تتعامل الشركات الرائدة مع محادثات العملاء باعتبارها حلقة تغذية راجعة مستمرة، فتستخدمها في تدريب الخوارزميات وصقل ردود روبوتات الدردشة وتخصيص التجارب باستمرار. باختصار، يبدأ بناء ذكاء اصطناعي قابل للتوسع في مجال تجربة العملاء بفهم الناس، وليس هناك طريقة أفضل لفهم العملاء من الاستماع الحقيقي لما يقولونه. التواصل متعدد القنوات وقوة الصندوق الموحد يتفاعل العملاء اليوم مع الشركات عبر طيف واسع من القنوات – الدردشة على الموقع، البريد الإلكتروني، الهاتف، الرسائل النصية، واتساب، فيسبوك وغيرها – ويتوقعون تجربة سلسة بغض النظر عن الوسيلة المستخدمة. إذا بقيت هذه المحادثات مجزأة ومعزولة في كل قناة على حدة، سيواجه فريق الدعم صعوبة في تجميع السياق الكامل، كما تفقد أنظمة الذكاء الاصطناعي الصورة الشاملة لتجربة العميل. لهذا السبب يعتبر الصندوق الموحد ضروريًا. فهو يجمع جميع محادثات العملاء من كل القنوات في عرض واحد، بمثابة شاشة موحدة لفريق الدعم. يتمكن الوكلاء من رؤية رحلة العميل كاملةً عبر الزمن – مثل رسالة البريد الإلكتروني التي أرسلها أمس، والدردشة الحية التي أجراها اليوم، والتغريدة التي نشرها الأسبوع الماضي، تظهر جميعها في سلسلة محادثة واحدة. هذا السياق الشامل لا يمنع فقط تفويت أي مشكلة أو طلب، بل يوفر أيضًا بيانات غنيّة يتعلم منها الذكاء الاصطناعي. فعند دمج قنوات التواصل في صندوق موحد، يمكن للذكاء الاصطناعي والتحليلات الاعتماد على منظور 360 درجة عن العميل، ما يؤدي إلى ردود وتوصيات أكثر دقة وملاءمة. الفوائد العملية لهذا النهج ملموسة. على سبيل المثال، استطاعت علامة تجارية في مجال التجارة الإلكترونية بعد دمج محادثات الموقع والتواصل الاجتماعي والتراسل الفوري في منصة موحدة مدعومة بالذكاء الاصطناعي تحقيق تحسينات سريعة – خلال أسابيع انخفض زمن الاستجابة بنسبة 30% وازدادت إنتاجية الوكلاء بدون زيادة في عدد الموظفين. بإزالة عزل القنوات، حوّلت الشركة دعمها المجزأ والبطيء إلى عملية موحدة سريعة الاستجابة. كما يجعل الصندوق الموحد عمل الوكلاء أكثر سلاسة، إذ يقلل إجهاد التنقل بين أدوات متعددة ويمكّن الحلول الأسرع (وهو ما يلاحظه العملاء بكل تأكيد). بالنسبة لشركة تجارة إلكترونية خلال موسم الذروة، أو مزوّد خدمات رقمية عالي التفاعل، قد يكون ذلك الفارق بين فريق دعم مثقل بالأعباء وبين خدمة سلسة قابلة للتوسع. في المحصلة، إدارة المحادثات عبر قنوات متعددة من خلال صندوق موحد تضع الأساس لذكاء اصطناعي قابل للتوسع – فهي تضمن أن يحصل الذكاء الاصطناعي على بيانات موحدة يتعلم منها، وأن ينال العملاء خدمة متسقة عبر جميع القنوات. الذكاء الاصطناعي الحواري وروبوتات الدردشة: توسيع نطاق التفاعلات مع العملاء في حين أن الوكلاء البشريين لا غنى عنهم، إلا أنهم لا يستطيعون التعامل فورًا مع كل مشكلة تواجه العميل، خاصة مع توسع الأعمال. وهنا يأتي دور التقنيات القائمة على الذكاء الاصطناعي الحواري مثل روبوت الدردشة. فقد أصبحت روبوتات الدردشة المدعومة بالذكاء الاصطناعي ركيزة أساسية لخدمة عملاء قابلة للتوسع، حيث يمكنها التفاعل مع العملاء... --- In today’s digital landscape, delivering exceptional customer experience (CX) at scale is both critical and challenging. Business leaders increasingly recognize that artificial intelligence (AI) is key to meeting rising customer expectations. In fact, 65% of CX leaders see AI as a strategic necessity, rendering older customer service approaches obsolete . But AI doesn’t operate in a vacuum – its success hinges on the quality of data and interactions fueling it. This is where customer conversations become invaluable. Every chat, email, and call with a customer holds insights that can help shape smarter, more scalable AI solutions. By tapping into these conversations, companies can train AI to be more responsive, personal, and efficient in customer service. Whether you’re in ecommerce, insurance, digital services, or a tech startup, leveraging real customer dialogues can transform AI from a buzzword into a practical driver of outstanding CX. Customer Conversations: The Blueprint for AI-Powered CX Front-line conversations with customers are a treasure trove of information. Support chats, phone calls, and social media interactions all contain unfiltered feedback – questions, pain points, preferences – that reveal what customers truly care about. Modern conversation analytics tools use AI (natural language processing) to analyze these support interactions at scale, extracting common themes and sentiments . The result is granular, actionable insights that can guide improvements in products, services, and support processes. For example, if an insurance hotline receives numerous inquiries about a specific policy clause, that pattern can signal an opportunity to clarify documentation or train a bot to handle those questions. In digital services, analyzing chat transcripts might uncover a frequently reported bug, prompting a proactive fix. By listening to customers’ voices, businesses essentially get a blueprint for where AI and automation can make the biggest impact. It ensures that when you deploy AI in customer experience, it’s tackling the issues that matter most to your customers. This alignment between real customer needs and AI capabilities is what makes CX initiatives truly scalable – as your customer base grows, your AI is already tuned to respond effectively. The companies that excel here treat customer conversations as a continuous feedback loop, using them to train algorithms, refine chatbot responses, and personalize experiences over time . In short, scalable AI in CX starts with understanding people, and there’s no better way to understand people than to genuinely hear what they’re saying. Omnichannel Engagement and the Power of a Unified Inbox Customers today interact with businesses across a plethora of channels – web chat, email, phone, SMS, WhatsApp, Facebook, and more. They expect a seamless experience no matter which medium they use. Studies show nearly 80% of customers prefer omnichannel strategies for the seamless communication experience . If these conversations stay fragmented in channel-specific silos, support agents struggle to piece together context, and AI systems miss the full picture. This is why a Unified Inbox is so crucial. A unified inbox brings all customer conversations from every channel into one view, acting as a single pane of glass for support teams. Agents can see the entire customer journey – that means the email a customer sent yesterday, the live chat they started today, and their tweet from last week all appear in one continuous thread. This omnichannel context not only prevents issues from falling through the cracks, but also provides rich data for AI to learn from. When you integrate a unified inbox, your AI and analytics can draw on 360-degree customer context, leading to more accurate responses and recommendations. The benefits of this approach are tangible. For instance, one ecommerce brand that consolidated its web, social, and messaging interactions... --- Exploring AI, Customer Experience, and the Journey of Innovation Over the past several years, I’ve had the chance to work across deep tech, customer engagement, and entrepreneurial leadership—shaping solutions that merge AI innovation with real-world business needs. Today, I’m excited to launch this blog as a space to share what I’ve learned, reflect on the journey so far, and explore what’s next. My background lies in electronics and semiconductor engineering, which gave me a strong technical foundation early on. But it was the world of artificial intelligence and its ability to redefine how people and businesses interact that truly captured my focus. Through founding Tactful AI, I’ve worked at the heart of AI-powered customer experience—helping organisations engage smarter, serve better, and scale faster. This blog brings together four key areas I’m passionate about: AI innovation that’s practical and human-centred Customer engagement strategies built for a digital-first world Engineering insights from my journey in electronics and deep tech Startup leadership – from first idea to scalable product Whether you’re a founder, a product manager, a CX leader, or just someone curious about how AI is reshaping the future of service, I hope this blog becomes a valuable resource. You can expect a mix of hands-on insights, lessons from the trenches, and reflections on building tech that matters. Thanks for reading—and if any of these topics resonate with you, I’d love to have you along for the ride. Let’s learn, share, and build together. --- رحلة بين الذكاء الاصطناعي وتجربة العملاء والابتكار على مدار السنوات الماضية، كنت محظوظًا بالعمل في تقاطعات عدة: التكنولوجيا العميقة، وتجربة العملاء، وريادة الأعمال – في رحلات جمعت بين الابتكار العملي في الذكاء الاصطناعي واحتياجات السوق الواقعية. واليوم، أنا متحمس لإطلاق هذه المدونة كمساحة لمشاركة ما تعلمته، والتأمل في رحلتي، والنظر إلى ما هو قادم. خلفيتي الأساسية في هندسة الإلكترونيات والأنظمة الدقيقة، والتي منحتني قاعدة تقنية صلبة في بداية الطريق. لكن ما جذبني حقًا كان عالم الذكاء الاصطناعي وقدرته على إعادة تشكيل العلاقة بين الناس والشركات. من خلال تأسيس منصة تاكتفل، عملت في قلب تجربة العملاء المعززة بالذكاء الاصطناعي – لمساعدة المؤسسات على التفاعل بذكاء، وخدمة العملاء بشكل أفضل، والتوسع بكفاءة. ستجمع هذه المدونة بين أربعة محاور رئيسية أؤمن بها بشدة: الابتكار في الذكاء الاصطناعي بطريقة عملية تتمحور حول الإنسان استراتيجيات تفاعل العملاء في عالم رقمي ومتغير رؤى هندسية من رحلتي في الإلكترونيات والتقنيات الدقيقة قيادة الشركات الناشئة من الفكرة وحتى منتج قابل للنمو سواء كنت مؤسسًا، أو مسؤولًا عن تجربة العملاء، أو باحثًا عن أفكار جديدة في الذكاء الاصطناعي، أتمنى أن تجد في هذه المدونة محتوى يلهمك ويوجهك. ستجد مزيجًا من الخبرات العملية، والدروس المستفادة من التحديات، وتأملات في بناء حلول تكنولوجية تحدث فرقًا. شكرًا لزيارتك – وإذا وجدت نفسك مهتمًا بأي من هذه المواضيع، يسعدني أن تكون جزءًا من هذه الرحلة. دعونا نتعلم ونبني معًا. --- The hospitality industry is making a major leap forward in digital guest interaction with the launch of the Conversational Booking Engine (CBE). Developed by Tactful and Becurious, this advanced technology enables hotels to generate direct bookings through an intelligent chat interface—eliminating the need for guests to navigate complex forms or multiple web pages. Hotels that have implemented the Conversational Booking Engine are already seeing an increase in direct bookings and a smoother guest experience. Richard Lont, from the Olympic Hotel in Amsterdam, shares his insights: "With the Conversational Booking Engine, we can assist guests in a much more personalized way when booking a room. It also automatically answers frequently asked questions about our hotel, saving us time and allowing our team to focus on enhancing the guest experience. This lowers the barrier to booking and increases conversion rates. " Chris Parker, Chief Experience Officer at Tactful, highlights the innovation behind this solution: "This technology brings the future of online hotel bookings to the present. By leveraging AI and conversation-driven interactions, we enable hotels to communicate with their guests more directly and effectively. " Thomas Dieben, Founder of Becurious, also sees significant benefits for hotels:"With this new tool, we provide hotels with a powerful way to increase their direct bookings and reduce their reliance on external booking platforms. This is a crucial step in the digital strategy of modern hotels. " The Conversational Booking Engine is now available for hotels looking to optimize their direct bookings and provide a seamless, guest-centric reservation experience. About the Conversational Booking Engine The Conversational Booking Engine is an AI-powered chat solution that seamlessly integrates with hotel booking systems such as Mews PMS. It allows guests to search for rooms, compare prices, and complete their reservations through a natural and intuitive conversation—all within a single chat interface. About Becurious Becurious is a leading digital solutions provider for the hospitality industry, specializing in hotel website development, online booking optimization, and conversion-driven technology. With a deep understanding of the hotel sector, Becurious empowers properties to enhance their direct booking performance and reduce dependency on third-party platforms. By combining data-driven insights with cutting-edge technology, Becurious helps hotels create seamless and engaging online experiences that drive revenue growth. About Tactful AI Tactful AI is a leading provider of AI-powered customer experience and engagement solutions, helping businesses across industries enhance their digital interactions. With a strong focus on conversational AI, automation, and omnichannel customer support, Tactful AI empowers companies to streamline their operations, boost engagement, and improve conversion rates. By leveraging advanced AI and machine learning technologies, Tactful AI enables businesses to deliver seamless, efficient, and personalized experiences that drive growth and customer satisfaction. --- At Tactful AI, we’re on a mission to empower businesses with smarter tools that make customer interactions smoother, faster, and more effective. With our latest update, we’ve introduced new features, enhancements, and fixes to help you deliver exceptional experiences while streamlining your operations. Here’s everything you need to know: Empowering Agents to Work Smarter Unified Inbox Enhancements We’ve added new tools to the Unified Inbox to make it easier for agents to manage conversations: Preview Customer Status: Instantly see if a customer is online, enabling faster response times so agents can focus on customers that expect prompt responses. Track Pending Conversations: Keep tabs on conversations based on SLA priorities and easily spot unread messages. WhatsApp Shortcut: Jump straight to customer WhatsApp chats, saving time and effort. Facebook Comments Loader: Manage all post comments with ease, ensuring no customer feedback gets overlooked. These updates empower your team to handle interactions with confidence and clarity. Helping Supervisors & Managers Stay Ahead CX Studio Notification Flows Supervisors now have access to real-time notifications for critical events, such as: Agent status changes (Online, Offline, Ready, Not Ready). Group readiness updates to ensure seamless team coordination. Configure these notifications directly in the CX Studio and choose between push or email alerts to stay informed and in control. Email Notifications Reliable communication is key. That’s why we’ve improved email notifications to: Keep admins updated on invitations, role changes, and subscription updates. Ensure seamless onboarding and workspace management. Reducing Manual Work with Powerful Workflows Webhook FunctionalityStretch your intelligent automation capabilities with configurable webhooks:Set custom triggers to integrate external systems with ease. Generate and manage API keys directly within the interface for secure and efficient workflows. Enhancing the Workspace Experience Streamlined NavigationThe Workspace Hub has been updated with dedicated tabs for workspace lists and support pages, making navigation more intuitive. Improved System ReliabilityResolved missing data in tickets and transaction lists for greater accuracy. Optimized system performance by reducing redundant requests, ensuring faster operations. Delivering on User Feedback We’ve made changes based on what matters most to you:Ability to Prevent Early Conversation Closure per Workgroup: Conversations can no longer be closed before the first response, ensuring proper resolution. Notification Service Updates: Removed unnecessary daily email reminders, focusing on timely and relevant notifications. Support Ticket Flexibility: Create tickets even for customers without predefined channels, providing greater flexibility. Boosting Conversation Routing and Case Management Routing ReliabilityImproved conversation routing ensures smoother handling of transfers and retries, reducing friction for agents and customers alike. Enhanced ClarityUpdated webchat experience to communicate more effectively with customers, setting clearer expectations. This release is all about empowering your teams and enhancing the customer experience. We’re committed to continuous innovation, and your feedback drives us forward. Stay tuned for more updates as we continue to help you deliver CX excellence. Ready to explore these new features? Log in now and experience the difference. --- By holding on to legacy contact centre systems, businesses expose themselves to a variety of risks—from inefficiencies and higher costs to security vulnerabilities and missed opportunities for innovation. Here are the hidden cost of outdated contact centres. U. S. sales and service agents waste approximately 516 million hours annually due to ineffective software and outdated systems. — Freshworks 1. Struggling to meet modern customer expectations across channels Customers today want seamless, real-time service across their preferred channels—whether it’s chat, social media, email, or voice. A legacy contact centre system, often designed primarily for voice communication, falls short in providing this omnichannel experience. For example, a customer may start an inquiry on chat and want to continue it over email, but with legacy systems, this interaction is often fragmented. This frustration can lead to lost customers, while your competitors using modern systems can provide smooth, connected experiences that boost loyalty and satisfaction. 2. Wasting valuable resources on outdated and inefficient systems Legacy systems often require significant manual intervention and constant troubleshooting, wasting valuable human resources and time. For instance, agents may need to jump between multiple disconnected systems to handle one customer inquiry, slowing down response times and creating inefficiencies. On the other hand, modern CCaaS platforms automate routine tasks like call routing or customer segmentation and provide unified interfaces, enabling agents to focus on more important tasks, such as complex problem-solving or personalising interactions. This efficiency directly translates to cost savings and higher productivity. 3. Facing high risks with unsupported and end-of-life technology Many legacy systems are nearing the end of their lifecycle, meaning vendors may no longer provide support, security patches, or updates. This exposes your business to system failures and security risks. For example, an unsupported system can become vulnerable to cyberattacks, data breaches, or compliance issues, particularly if the system doesn’t meet modern data protection standards like GDPR. In contrast, modern cloud-based systems are regularly updated with the latest security protocols, ensuring your business is protected and compliant with industry regulations. 4. Missing out on AI, automation, and personalisation One of the key advancements in modern contact centres is the use of AI, automation, and personalisation to streamline operations and enhance customer experiences. Legacy systems do not support these capabilities, leaving businesses behind. For example, AI-powered chatbots can handle routine customer inquiries, freeing up agents to focus on more complex issues. Workflow automation ensures that tasks like ticketing and escalations happen seamlessly, without manual input. Without these tools, businesses are forced to rely on outdated processes that can slow response times and prevent them from delivering the level of personalised service that customers now expect. 5. Lack of integration with modern business tools Legacy systems are often siloed, making it difficult to integrate with other critical business systems like CRM, ERP, or marketing automation tools. For example, without integration with a CRM system, agents might have to ask customers for information they’ve already provided, which creates frustration and wastes time. In contrast, modern CCaaS platforms can pull customer data from various sources, giving agents a 360-degree view of the customer’s journey. This not only improves the efficiency of agents but also provides a more seamless and personalised experience for the customer. 6. Higher maintenance costs and operational risks Maintaining legacy systems can be costly, as they often require expensive hardware, software licenses, and ongoing support from external vendors. As these systems age, the need for frequent repairs increases, and finding the right technical expertise becomes more difficult, leading to higher operational risks. For example, businesses relying on legacy systems may face long downtimes when issues arise, affecting... --- In the fast-paced world of contact centers, staying ahead means constantly evolving. At Tactful, our latest August 2024 update brings new AI-powered features and enhanced communication tools designed to elevate your customer interactions. Discover how these innovations can make your contact center smarter, more efficient, and better equipped to meet your customers' needs. Azure AI Model Catalog Built-In Integration We’re excited to announce the seamless integration with the Azure AI model catalog, enabling you to choose, customize, and deploy AI models tailored to your engagement needs. This integration offers access to cutting-edge models such as GPT-4o, GPT-4o Mini, Phi-3, and Meta Llama chat models, along with thousands of popular open language models via Hugging Face. What truly sets the Azure AI model catalog apart is its extensive compliance certification portfolio, one of the largest in the industry. With built-in compliance for standards like GDPR and PCI, you can confidently deploy AI models without worrying about regulatory issues. Enhanced Contact Center Capabilities Private Messaging for Facebook Comments Personalize your customer interactions with our latest update that allows agents to reply to Facebook comments through private messages. Tactful’s unified inbox now supports this feature, enabling agents to turn public comments into private engagements. This unlocks new opportunities for social selling and deeper customer connections. New Email Composer in Unified Inbox Boost your agents’ productivity with our revamped email composer. Agents can now easily follow up with customers via email directly from the unified inbox. While engaged in chat, they can click on the email icon or the customer’s email address to quickly compose and send emails. This seamless transition from chat to email ensures a smooth follow-up experience. Rich Text Format in Webchat Responses Our chatbots just got smarter! They can now reply using rich text formats, including bullet points, bold, and italic text, which significantly enhances readability. This feature is especially useful when integrating chatbots with models like ChatGPT 4o, allowing them to handle complex customer queries with well-structured and detailed responses. Your customers will find it easier to follow instructions and resolve issues independently—no team intervention required. Ready-Made AI-Powered Personalization Templates Our new set of ready-made AI-powered templates is designed to elevate your customer experience. These pre-built flows can be easily imported, customized, localized, and deployed to your chatbot. Whether you’re looking to enhance specific customer-facing experiences or automate actions triggered by specific events, these templates are here to help. Capture Structured Information Using AI Unlock endless possibilities by using AI to capture structured information from natural text engagement. This feature can enrich your customer contact info and build a reliable customer data set for your CRM. The sky’s the limit! Orders Self-Service Tracking Empower your customers to track their orders independently using a chatbot on your website and social media channels. This feature eliminates the need for them to contact your team, freeing up valuable time in your contact center. With WISMO (“Where Is My Order”) inquiries being the most common in ecommerce, automating order tracking can reduce your support load by more than a third. McKinsey Insights Tickets & Service Requests Self-Service Tracking Streamline your support process by enabling customers to track the status of their tickets and service requests via chatbot, whether you're using Tactful’s built-in ticketing system or an integrated external system. This template is particularly effective when combined with your content management system to authenticate and identify logged-in customers. It also works seamlessly across social media platforms like Messenger and WhatsApp, providing a smooth, self-service experience. Personalized Recommendations & Actions Reduce repetitive inquiries with Tactful’s Personalized Recommendations & Actions template. The chatbot proactively offers personalized... --- Forrester’s recent report, Generative AI is the catalyst for change in the contact center, explores how Generative AI (Gen AI) is transforming contact centers in ways that are both exciting and challenging. This technology is not a trend but a major shift that will change how businesses interact with customers and run their operations. Here’s how Gen AI is making a difference and what contact center leaders should focus on to stay ahead. 1. Fixing old problems with new technology The rise of Gen AI has shown that many contact centers have not kept up with technological and operational needs. This is a chance to address these issues: Improving knowledge management: Knowledge management has often been neglected. Gen AI can help by making information easier to find and use, turning vast amounts of data into useful insights quickly. This will help in providing better customer service. Upgrading agent workspaces: Many contact centers use outdated workspaces that slow down agents. Future workspaces, enhanced by Gen AI, will offer better, more relevant information and automate tasks, making it easier for agents to do their jobs efficiently. Training agents in new skills: As AI handles more routine tasks, agents will need to develop strong emotional intelligence and learn to work with AI effectively. Training should focus on both technical skills and soft skills to prepare agents for these new challenges. Revising metrics: Old metrics like Average Handling Time (AHT) are becoming less useful. New analytics should better reflect the performance of both human agents and AI, giving a clearer picture of how well the contact center is doing. Understanding agent workflows: Gen AI can help summarize calls, but it often misses out on the details of what agents do. Using tools to track and understand these workflows will help in finding areas to improve and make better use of automation. 2. Adapting to changing technology The technology used in contact centers is changing fast, driven by Gen AI and other trends. Here’s how leaders can adapt: Choosing the right tech providers: The technology landscape is getting more complex with overlapping software categories. Leaders should focus on their goals and choose providers that fit well with their current systems. Deciding to build or buy technology: The choice between building custom solutions or buying existing ones is shifting. Companies should focus on adding their own innovations to proven platforms and partner with experts where needed. Embracing technology openness: Many companies are hesitant to adopt new tech due to old systems. Vendors need to design solutions that are flexible and can integrate with existing systems, offering more choices and less risk. Updating pricing models: As technology changes, pricing models must also change. New models should reflect the true value of the technology, such as performance-based pricing or consumption-based models. 3. Preparing for the AI-first future As contact centers adopt Gen AI, they need to prepare for the future with a well-rounded strategy: Using structured summaries: GenAI can turn conversations into useful data that helps in making decisions. This data can be used to improve analytics and get more actionable insights. Creating a comprehensive AI strategy: After automating interactions, contact centers should use AI for more advanced tasks like predicting customer needs and improving fraud detection. This will help in making better business decisions. Redefining interaction strategies: Gen AI not only automates tasks but also enhances customer interactions. Companies like US-based healthcare provider, Memorial Hermann are using AI to follow up with patients and improve their overall experience. Investing in data management: Good data management is crucial for AI success. Contact centers should focus on managing and... --- In the competitive landscape of modern business, AI chatbots have emerged as a transformative force in boosting sales. Let’s explore how these intelligent assistants are reshaping the sales process, enhancing customer experience, and driving revenue growth. The AI Chatbot Revolution in Sales AI chatbots are not mere question-and-answer machines. Today's chatbots deliver personalized experiences by accessing context and data. They have proven their worth by increasing leads and offering substantial Return on Investment (ROI). For instance, studies indicate that chatbots can increase leads by 67%, and 57% of businesses acknowledge that chatbots deliver significant ROI with minimal effort (UC Today). Five Key Sales Enhancements with Chatbots Automating the Sales Cycle: Chatbots can automate initial stages of the sales journey, guiding customers towards sales opportunities and enhancing their purchasing experience. Upselling and Cross-Selling: Access to customer behavioral data allows chatbots to make personalized product suggestions, increasing the average order value. Reducing Cart Abandonment: Chatbots can remind customers to complete transactions, reducing cart abandonment rates. Responding to Customer Queries: By providing instant responses, chatbots help customers to complete their purchases confidently. Increasing Customer Loyalty: Chatbots facilitate ongoing customer engagement, enhancing loyalty and retention. The Future of Chatbots in Sales The integration of conversational AI and chatbots is fundamentally changing business-customer interactions. Businesses not leveraging this technology are missing out on a significant opportunity to enhance their communications and customer engagement. A well-implemented chatbot strategy, like the ones offered by Tactful AI, combines the best features of chatbot solutions, including process automation, multilingual capabilities, and natural language processing. Charting the Path Forward Investing in AI chatbots is crucial for businesses aiming to create meaningful customer experiences. These intelligent systems are not just supporting tools; they are pivotal in shaping future sales strategies and customer relationships. Discover More Tactful AI enables you to create smart, AI-driven tools for sales and customer support. Our goal is to transform how businesses interact with their customers by making these interactions more personal and effective across various communication channels using our conversational sales and conversational contact centre technology. We offer AI-powered chatbots and omnichannel communication solutions that help businesses engage better with their customers, improve service quality, and boost overall customer satisfaction. Learn more about our Tactful solutions, email hello@tactful. ai or reach out and book a discovery meeting. --- In the evolving landscape of customer experience, digital omnichannel engagement stands as a pivotal strategy for businesses aiming to strengthen customer loyalty and boost revenue. This article will explore the concept of omnichannel engagement, its benefits, and how it works, drawing insights from industry leaders and integrating perspectives from Tactful AI. Understanding Omnichannel Engagement Omnichannel engagement refers to a seamless, integrated communication strategy across various digital platforms, ensuring a consistent and personalized experience for customers. This approach recognizes the diverse touchpoints of modern consumer interactions, from social media and email to live chat and mobile apps. Benefits of Omnichannel Engagement Enhanced Customer Experience: By providing consistent and personalized interactions across multiple channels, businesses significantly improve customer satisfaction. Increased Customer Loyalty: A study found that omnichannel platforms are essential in creating positive emotional connections, thereby fostering customer loyalty. Data-Driven Personalization: Omnichannel strategies leverage customer data to deliver more tailored services and products. Operational Efficiency: Integrating various channels into a unified system streamlines processes and reduces operational costs. How Does Omnichannel Engagement Work? Omnichannel engagement works by integrating data and communication channels into a cohesive system. This integration allows businesses to track customer interactions across different platforms and utilize this data to provide a more personalized and efficient customer experience. The Role of AI in Omnichannel Engagement AI plays a crucial role in omnichannel strategies. AI-driven tools like Tactful AI's chatbots can analyze customer data, predict preferences, and automate responses, making the customer journey more efficient and personalized. Key Takeaways Digital omnichannel engagement is not just a trend but a necessity in today's competitive market. A strategic omnichannel approach leads to better customer retention, increased sales, and improved brand loyalty. AI and machine learning are integral in optimizing omnichannel strategies, offering sophisticated data analysis and personalized customer interactions. In conclusion, investing in digital omnichannel engagement is a strategic move for businesses seeking to enhance customer loyalty and drive revenue growth. Embracing this approach, especially with AI-driven solutions like Tactful AI, can significantly transform customer interactions and business outcomes. --- Chatbots have become an integral part of modern business communication, offering a blend of efficiency, personalization, and 24/7 service. Here’s a beginners guide to introduce you to the world of chatbots and their transformative impact on businesses. What is a Chatbot? A chatbot is a computer program designed to simulate human conversations. It can operate on websites, apps, and messaging platforms like Facebook Messenger and WhatsApp, processing questions and providing relevant answers autonomously. Advanced chatbots can also handle spoken language, sometimes referred to as voicebots. The chatbot market is projected to reach a remarkable $102. 29 billion in value by 2026, underscoring its growing importance in customer service and stakeholder relations. Key Chatbot Terminology API (Application Programming Interface): This software allows two separate applications to interact. For example, the WhatsApp Business API lets chatbot makers integrate their live chat solutions with WhatsApp. Artificial Intelligence (AI): AI in chatbots combines rule-based systems with context, analyzing the context of conversations to provide relevant answers. Conversational AI: This set of AI-based technologies enables chatbots to engage in human-like conversations, using natural language processing and machine learning to understand and respond to customers. Natural Language Processing (NLP) & Understanding (NLU): NLP helps chatbots understand text and spoken words as humans do, while NLU focuses on understanding the context of human language. Machine Learning (ML): ML allows chatbots to recognize patterns in human language, improving their conversational abilities. Digital Channel or Conversational Channel: These are platforms where chatbot conversations occur, such as websites, apps, and various messaging platforms. Self-Service: A feature that allows customers to complete actions without live agent assistance, optimizing customer experience. The Power of Chatbots in Business Chatbots offer several advantages for businesses, including: Enhanced Customer Experience: They provide immediate, personalized assistance, increasing customer satisfaction and engagement. Cost-Effective Solutions: Chatbots reduce the need for extensive human customer support teams, cutting down operational costs. Scalability: They can handle a large volume of queries simultaneously, offering consistent quality of service. Data-Driven Insights: Chatbots collect valuable customer data, enabling businesses to tailor their services and products more effectively. The Future of Chatbots As AI and ML technologies continue to advance, chatbots are expected to become more sophisticated, offering even more nuanced and personalized customer interactions. This evolution will further solidify their role as a critical component of modern business communication strategies. Investing in a powerful AI chatbot solution like Tactful AI can significantly enhance a business’s ability to engage with customers effectively, streamline operations, and drive growth. --- The advent of AI chatbots has heralded a new era in customer service, transforming how businesses engage with their customers. Let’s delve into the multifaceted benefits of AI chatbots and why companies should consider integrating Tactful AI’s chatbot solutions into their customer service strategy. Enhancing Customer Experience with AI Chatbots Personalized Interaction: Chatbots powered by generative AI, such as those offered by Tactful AI, provide a more intuitive and personalized service, vital in an era where customer loyalty is increasingly fleeting. Generative AI enables chatbots to deliver sophisticated, tailored support, enhancing the customer experience. Operational Efficiency: AI chatbots streamline customer service operations, providing fast issue resolution and increasing self-service rates, thereby reducing the workload on human agents. Key Benefits of Implementing AI Chatbots 24/7 Availability: AI chatbots are capable of providing round-the-clock support, ensuring customers receive immediate assistance anytime. Multilingual Support: Catering to a global customer base, AI chatbots can communicate in multiple languages, making them indispensable in today’s international market. Cost Reduction: Deploying AI chatbots can significantly reduce customer service costs, especially beneficial for small businesses and startups. Data-Driven Insights: AI chatbots offer predictive insights based on user behavior and profile, enabling businesses to anticipate customer needs and personalize interactions. Challenges and Solutions While AI chatbots are transformative, they are not a panacea. Complex queries and situations still require human intervention. A balanced approach, where chatbots handle routine inquiries and escalate complex issues to human agents, ensures a seamless and empathetic customer service experience. The Future of AI Chatbots in Customer Service Your customers expect you to know the ins and outs of your product so your responsibility lies in being informed enough to be able to answer customers’ questions. But if you don’t know the answer to – let’s say – a technical question, you need at least to know where to turn to to find the answer. And it’s completely fine to say “I don’t know, let me find out the answer, and I will get back to you as soon as possible”. Your honesty, care and effort to solve the problem will be highly appreciated by your customers. --- Before we go there, let me ask you a few questions: Are consumed by all these multiple channels your customers use to reach you? Tired of the scattered data on each channel? Your care team is overwhelmed by the tons of repeated questions on each channel and unable to focus on critical customers’ issues? Wondering if there is a way that makes all these touchpoints into one place under your fingertips? If your answer to all these questions is yes, then you definitely need to adopt omnichannel in your business. In this article, I am going to explain the meaning of the term omnichannel, and how it can be beneficial to your business. What is omnichannel? Omni means combining form so omnichannel means combining all of the channels (online and offline), your customers use to contact you, in one place. It’s a seamless, unified, and consistent customer experience which is all that it takes to seal the deal for customer retention and satisfaction. Now let’s take a look at a customer’s experience through omnichannel: Jack has his own start-up, he is looking for reasonable prices to buy laptops and PCs for his employees. He visits an e-commerce website but has no time to go through all of these options. Jack then is offered help by the virtual assistant through webchat. He asks about reasonable prices for laptops starting from $500 to $1800. Jack immediately receives automated answers with options of laptops to choose from. He selected some of them to buy with the help of AI automation. But Jack needs to speak with a live agent so he is automatically sent to chat with one. The live agent could see on the dashboard all of Jack’s previous interactions with the virtual assistant, his info, the channel he is currently on and chatting from, and the transactions he made. He is able to get all the answers needed from the live agent. Later, Jack receives a WhatsApp message with details of his transaction info and current status to follow up with the process. After a few days, Jack receives his orders on time. Later that night, he receives an email with an invoice of his orders to complete the payment process. Along with a special offer for customers who buy products with more than $700. Being so busy, Jack didn’t check his email so he received a friendly phone call from the company’s customer service team to remind him of the payment process. What are the benefits of omnichannel? #1 Promote Your Brand’s Image and Credibility. Well, they say “A customer talking about their experience with you is worth ten times that which you write or say about yourself. ” This is actually very true to the core, if your customer’s experience while buying your products is smooth and effortless, then definitely they will recommend you to other people with no need from your side to speak about how awesome your brand is. A satisfied customer is the best source of advertisementBut. . if your customers’ experience is poor and painful, then you could say goodbye to your business. . If you don’t appreciate your customers, someone else will. Through omnichannel, you can provide your customers’ and potential leads with a seamless and consistent experience they will definitely remember, and make you stand out among your competitors because your customers’ satisfaction comes first. And it’s a deal breaker. #2 Give your customers a variety of ways to reach you which are convenient for them. Having a lot of channels to promote your products on makes it easy for your customers to reach you from anywhere... --- Elaraby is an industrial, retail and commercial powerhouse in the Middle East where is has operated for over 50 years. The conglomerate partnered with Tactful Engage to tackle the growing challenges it faced maintaining a reputation for customer excellence as the company continued to expand. Today Elaraby employs over 40,000 people, managing 14 global brands under license across 25 categories including consumer electronics, whitegoods and exports to over 60 countries. The $10 billion dollar business dominates the Egyptian market with over 35% share and maintains a vast network of 3,000 sales partners, 20 branded stores and more than 600 after sales service centres. Growing demand invites new challenges The company has enjoyed strong growth in recent years which has fuelled an explosion in customer engagement. Elaraby now boasts over 2. 5m social media followers, sees 1 million monthly visitors to the company’s ecommerce store, and thousands of conversations every day from millions of customer interactions. Facing increasing customer support demand, a growing expectation among Elaraby’s customers that customer service should be easy and accessible, and the company’s hard won reputation for outstanding service to protect Elaraby needed to act. Transforming Customer Engagement Tackling the growing volume of customer engagements was the critical first step in the transformation of customer engagement program and regaining control. The triage of new requests using Tactful Engage relieved pressure on agents. Tactful Engage enabled enquiries to be qualified and expedited by requesting qualifying questions and routed appropriately or answers delivered autonomously by an automated agent. In just three steps, Tactful Engage transformed the way Elaraby manages fluctuating demand for support and growing expectations from customer support teams. A Tactful Engage AI-powered chatbot serves to triage thousands of communications across the company’s different support touch points every day relieving pressure on the support team. Categorising and prioritising enquiries enables Elaraby’s customer engagement teams concentrate effort where is matter most and Tactful Engage’s AI-assist technology helps support teams serve customers faster using a built-in knowledge base. Ticketing and CRM integrations complement the unified customer engagement functions allowing Elaraby’s agents to log customers’ requests and coordinate back office operations which reduce operational errors and improve visibility. Today the company manages thousands of tickets per month using Tactful Engage, from maintenance, installation, customer complaints to general enquiries. Business booms as retention rate rockets Tactful Engage has helped Elaraby post impressive results with customer retention soaring 60% as response times were slashed and personalised recommendations prompted greater engagement. Conversion rocketed 250% as customers were guided towards relevant products and services aided by Tactful Engage. Agent productivity improved 3x using a fully digitised customer experience management solution with Tactful Engage triaging thousands of customers requests freeing the team to focus on critical matters and aggregating 13 brands across many digital channels using centralised dashboard, simplifying customer engagement and helping Elaraby realise huge productivity gains. --- If there is one thing you can do to boost your brand image, boost revenue, and retain customers, it’s by improving your customer experience. It doesn’t matter if you are selling the best products, or your care team received proper training, what matters is your customers and what they will recall about your company, and the whole experience they had while interacting with your care team. In this article, we are going to tackle some of the most valuable tips to improve your company’s customer service.   1. Be patient and empathetic You have to keep in mind that you’ll be dealing with different kinds of customers, some have a lot of questions, some are talkative, and some are just really angry. Your care team must be able to handle all of these different types of customers. They need to be patient enough with all customers and empathize with whichever issues that they are facing. 2. Always remember that customer care is an on-going learning process Your care team needs to always keep on learning and finding out more about the customers, their needs and challenges, and look for better ways to be able to provide them with the best support. 3. Make sure your customers understand  The last thing you want to do is confuse your customers, so you need to ask them if they understand what you are saying or not. Always offer your help to explain things simply and never end the conversation until your customers are satisfied. 4. It’s okay if you don’t know  Your customers expect you to know the ins and outs of your product so your responsibility lies in being informed enough to be able to answer customers’ questions. But if you don’t know the answer to – let’s say – a technical question, you need at least to know where to turn to to find the answer. And it’s completely fine to say “I don’t know, let me find out the answer, and I will get back to you as soon as possible”. Your honesty, care and effort to solve the problem will be highly appreciated by your customers. 5. Be willing to accept negative feedback You need to be able to handle customers’ bad reviews and remember that the customer is always right. Your main goal is your customer satisfaction, no matter what. Even if your customer sounds difficult, unreasonable and tiresome, just be patient with them and show them that you’re doing the best you can to solve their issue. 6. Keep an eye on your customer experience You need to follow your customer through their entire experience. Have a full view of each customer experience and be quick to fix any issues customers face during every step of the whole experience otherwise your customers’ negative experience can jeopardize your relationship with them and destroy your brand image and reputation. 7. Be an active listener Your customers need to feel heard, and you can offer that by simply rephrasing what they say to use to make sure that you understand them. Empathize with your customers and use phrases like “I understand that that is a problem. I apologize for your inconvenience. I see why this can be frustrating and upsetting. ” 8. Own up to your mistakes If you find out that you made a mistake even if your customer doesn’t, own it, and this will build trust between your business and your customers. They will be more confident in the services you provide. Moreover, it’ll give control over the situation to fix the issue. 9. Always follow up with... --- Definition Multi means “many” while Omni means “all”, somehow the meaning of each is quite similar because both use multiple channels to promote the business brand and communicate with customers. Both multichannel and omnichannel use display advertising, search engines, social media, email, and mobile marketing, the difference is that in a multichannel approach, those channels are separated while in an omnichannel approach, they are connected. Process The process is quite different in both multichannel and omnichannel approaches. Multichannel delivers siloed customer experience across multiple channels and touchpoints. And each channel works separately from the other channels which means the customer support team of each channel work separately and they don’t share customer information. On the other hand, omnichannel delivers an integrated customer experience across multiple channels and touchpoints. Which means that all of those channels are connected and work in a consistent way and the whole customer support team has access to customer information. Agents In a multichannel approach, the agents are assigned for each specific channel to communicate with customers and they have no shared information on the customers. So a customer might use one channel to speak to an agent but then when the customer chooses another channel, another different agent is assigned to answer with no clue of that customer’s previous interaction history. In an omnichannel approach, agents don’t need to switch from one channel to another because the channels are connected, so the information on one channel is shared on all of the other channels and agents can access real-time customer information to deliver contextual and consistent service. Focus Multichannel is brand-focused which means all of the channels are designed to promote the brand’s products and services to the customer. Multichannel is an operational view – how you allow the customer to complete transactions in each channel Omnichannel is customer-focused which means viewing the experience through the eyes of your customer, orchestrating the customer experience across all channels to be seamless, integrated and consistent. Interactions Multichannel interactions are siloed and the communication is fragmented providing a different experience to customers on each different channel as they are not connected and each works separately. The experience is inconsistent and irrelevant, as a customer may use one channel but on transition, they need to provide their info and inquiries or complaints all over again. Meanwhile, omnichannel interactions are integrated and the communication is unified providing richer customer experiences that are connected, continuous, consistent and contextual no matter how many times a customer may transition from one channel to another for one task or during an entire journey. Channels In a multichannel strategy, each channel exists as a separate purchase opportunity. So an entire customer journey can take place on a one single channel if the customer doesn’t make a transition to a different channel. The down side to that transition is that whoever agent assigned to the other channel the customer made the transition to will have no clue of the customer’s previous interactions on the other channels and the agent might ask the customer for information they are provided before which might frustrate the customer since the purchasing journey is taking too long to finish. In an omnichannel strategy, customers can purchase wherever they are—rather than treating channels as independent silos. If the customer started the journey on one channel and decided to make a transition to another channel, their previous interactions are shared on all channels which means the agents don’t need to ask the customer to provide information that has already been provided which makes the customer satisfied as the experience is seamless and consistent. Whether you decide on... --- Before we go there, let me ask you a few questions: Are consumed by all these multiple channels your customers use to reach you? Tired of the scattered data on each channel? Your care team is overwhelmed by the tons of repeated questions on each channel and unable to focus on critical customers’ issues? Wondering if there is a way that makes all these touchpoints into one place under your fingertips? If your answer to all these questions is yes, then you definitely need to adopt omnichannel in your business. In this article, I am going to explain the meaning of the term omnichannel, and how it can be beneficial to your business. What is omnichannel? Omni means combining form so omnichannel means combining all of the channels (online and offline), your customers use to contact you, in one place. It’s a seamless, unified, and consistent customer experience which is all that it takes to seal the deal for customer retention and satisfaction. Now let’s take a look at a customer’s experience through omnichannel: Jack has his own start-up, he is looking for reasonable prices to buy laptops and PCs for his employees. He visits an e-commerce website but has no time to go through all of these options. Jack then is offered help by the virtual assistant through webchat. He asks about reasonable prices for laptops starting from $xxxx to $xxxx. Jack immediately receives automated answers with options of laptops to choose from. He selected some of them to buy with the help of AI automation. But Jack needs to speak with a live agent so he is automatically sent to chat with one. The live agent could see on the dashboard all of Jack’s previous interactions with the virtual assistant, his info, the channel he is currently on and chatting from, and the transactions he made. He is able to get all the answers needed from the live agent. Later, Jack receives a WhatsApp message with details of his transaction info and current status to follow up with the process. After a few days, Jack receives his orders on time. Later that night, he receives an email with an invoice of his orders to complete the payment process. Along with a special offer for customers who buy products with more than $XX. Being so busy, Jack didn’t check his email so he received a friendly phone call from the company’s customer service team to remind him of the payment process. What are the benefits of omnichannel? #1 Promote Your Brand’s Image and Credibility. Well, they say “A customer talking about their experience with you is worth ten times that which you write or say about yourself. ” This is actually very true to the core, if your customer’s experience while buying your products is smooth and effortless, then definitely they will recommend you to other people with no need from your side to speak about how awesome your brand is. A satisfied customer is the best source of advertisementBut. . if your customers’ experience is poor and painful, then you could say goodbye to your business. . If you don’t appreciate your customers, someone else will. Through omnichannel, you can provide your customers’ and potential leads with a seamless and consistent experience they will definitely remember, and make you stand out among your competitors because your customers’ satisfaction comes first. And it’s a deal breaker. #2 Give your customers a variety of ways to reach you which are convenient for them. Having a lot of channels to promote your products on makes it easy for your customers to reach you from anywhere... --- ---