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Cloudkibo / KiboPush

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Investigate and look into Antlere #10905

Open ImranBinShoukat opened 3 years ago

ImranBinShoukat commented 3 years ago

Sapphire is using Antlere as CRM. This task is to investigate and look into Antlere.

https://antlere.com/

sojharo commented 3 years ago

I works for all factors of a business from customer to employees.

it provides solutions for following:

  1. Customer Solutions
  2. Employee Solutions
  3. Customer Relationship Management (CRM)
  4. Integrations

In short, it is a ticketing system which integrates with several communication platforms.

The solution that we need to focus is on their CRM which has two parts:

  1. Social Listening
  2. Omni channel

Social listening basically captures customers communication to business from all the communication channels such as email, text, voice, website and social platforms such as Instagram and Facebook.

These communications are then easily converted into tickets. All these channels are integrated so that a support agent who started communication with a customer on social platform can continue on through email of a phone call.

From their marketing site, it seems that integrate and communicate customers on following platforms:

  1. Facebook
  2. Instagram
  3. Whatsapp
  4. Youtube
  5. LinkedIn
  6. Twitter

Omni channel is where all of the tickets of customers from different channels are shown together. We can see in the following screenshot:

Screenshot 2021-01-15 at 08 42 17

These tickets are routed across the agents and communication can be carried on into different channels without losing the context.

Often customers send in the same complaint on different channels increasing chances of redundancy. We can merge or split tickets to avoid such confusion and keep communication streamlined.

It provides the live chat widget on the website:

Screenshot 2021-01-15 at 08 50 29

On Social Media:

Facebook Through Facebook, the platform lets us know what interests our followers, allows recording tickets in the form of Messages received on Messenger & comments left on posts.

Instagram Antlere Interact helps clients engage with their customers on Instagram’s growing platform by recording Direct Messages and Comments left on pictures/videos as tickets.

Whatsapp for Business It manages messages received on your WhatsApp Business Profiles as well.

All of these messages can be converted into tickets.

There can be different teams assigned to different channels. Also we can have different teams for different departments.

sojharo commented 3 years ago

I have looked into the Antlere marketing website and google as well. Antlere have the options to integrate but they have not exposed the API. All of the information regarding how we can integrate with them is on following page only:

https://antlere.com/integration/

There is no option to signup on their website so that I could go inside and see the available integration options.

However, I have filled their customer support form where they provide a demo. In the subject, I have asked them where can we find the api reference and how to integrate with their system.

It seems Pakistani CRM and all of their customers are from Pakistan and have Pakistanis in their board members. I think we will be able to find any contact within the company in future if required.

jekram commented 3 years ago

No additional work required. I have requested a demo and will let you know.