True omnichannel communication is about more than being wherever customers are. Sometimes businesses need to communicate with the same user across multiple channels for the sake of privacy, cost or convenience.

Allow users to move seamlessly between channels while maintaining conversation history and context at every step.

See it in action

With Smooch, software makers can give businesses the tools to:

  • Deliver more delightful customer experiences

    Let customers engage on whichever channel is most convenient for them, without having to start from scratch every time.

  • Drive increased engagement and revenue opportunities

    Resolve issues faster, deliver richer and more personalized experiences, and reduce dependencies on more costly channels like SMS.

  • Route conversations to channels the business fully controls

    Whether it’s for privacy or security reasons, move conversations to an environment that’s fully controlled and branded, like a website or a mobile app.

Every conversation has its place

Not all channels are created equal. Empower businesses and users to move the conversation wherever they see fit, without sacrificing history or context.

Give visitors more freedom

Customers today are used to switching from web to mobile and vice versa without skipping a beat. Sometimes a business isn’t able to answer a web visitor’s question right away. Sometimes the user needs to run before the end of the conversation. Don’t make people hang around a website waiting for an answer.

  • Present a selection of available channels where the user can get notified of an agent’s reply
  • Enable businesses, while they’re in an active conversation with a customer, to present a list of available channels where the conversation can be continued

Read the channel transfer guide

Browse Github repo with examples

Provide conversation privacy

Facebook Messenger, WeChat, Twitter — these channels are great for discovery, but they’re still Facebook’s Messenger, Tencent’s WeChat and Twitter’s Twitter. Many businesses aren’t keen on having conversations on third-party channels that may mine conversational data.

  • Engage customers on a popular platform and then move them to a private one to keep the conversation private

Read the Channel Transfer guide

Browse Github repo with examples

Improve the user experience

Being wherever customers are is important, but that doesn’t mean channels are interchangeable. Some channels are more expensive than others and some provide a superior user experience because of their rich messaging features. Use Smooch to elegantly transfer user conversations to the best channel.

  • Invite users to move an SMS conversation to a free channel like Facebook Messenger
  • Provide a more modern messaging experience to users who’ve contacted you through email, by inviting them to continue the conversation on the messenger of their choice

Read the Channel Transfer guide